BRP is a world leader in manufacturing powersports vehicles, including Ski-Doo and Lynx snowmobiles, Sea-Doo watercraft, Can-Am Spyder and off-road vehicles, Evinrude outboard engines, and Rotax engines. It all started in 1942 in Valcourt, Quebec, Canada, by Joseph-Armand Bombardier who wanted to invent a better way to travel on snow, which led to the early design patterns of the Ski-Doo snowmobile.
That innovative spirit is at the core of everything at BRP. They have taken that same innovative approach to launch a visionary strategy that goes beyond their innovative products to connect with their consumers. To achieve this vision, BRP deployed Sales Cloud and Service Cloud portals to their 4,200 dealers worldwide. Creating an interconnected web of dealers who are plugged into the manufacturer, each other, and focused on delighting the consumer around key moments of truth.
Often the first engagement a consumer has with the BRP brand is online. Consumers who build custom vehicles and request quotes online are automatically routed to the closest dealer through lead management in the dealer portal. Dealers can respond quickly to customer questions, do some homework on the customer, get them into the dealership, and then tailor the ultimate test ride.
Another key moment in the consumer experience is when they need service. BRP deployed the Salesforce1 Service Cloud portal, connecting backoffice SAP data on vehicles and owners, so dealers and technicians can instantly look up vehicle information, warranty coverage, warranty claims, service history, and even have the built-in knowledgebase filter down articles for the specific vehicle. In addition, they deployed a community to connect the 4,200 dealers globally, who can now share years of knowledge and best practices. Finally, technicians and even customers can ask queries and log cases and be connected directly to engineering and support teams at BRP. Consumers not only want a personalised experience, they also value their recreational time, so there's a huge focus on getting the vehicles back on the road -- or snow, dirt, or water -- as soon as possible.