Success story

A unified Salesforce ecosystem for smarter customer engagement

SIXT, a 113-year old leader in global mobility, operates 2,000+ branches across more than 105 countries, providing high quality mobility services including car rental, subscriptions, and ride services across international markets.

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"Nagarro has been an invaluable partner for us. Their skilled people, deep expertise, and collaborative mindset makes them extremely easy to work with. It’s a partnership we truly value."

Brian Grønnegaard, CFO, Sixt Denmark.

the story

For SIXT Denmark, the objective was clear: to build a more connected and scalable Salesforce foundation for customer experience. The focus was to bring data, service operations, and AI-enabled support into one intelligent operating model.

Nagarro helped consolidate key customer and business data into golden profiles, giving teams a clearer view of every interaction. At the same time, service teams moved to a centralized Salesforce workspace designed to improve case handling, visibility, and response quality.

With Agentforce embedded into daily workflows, service teams can resolve cases faster, maintain consistent response quality, and scale support with greater confidence.

business impact delivered:

Unified Customer 360 view for better decisions and activation
Faster segmentation and more scalable campaign execution
Improved service efficiency through centralized case management
Higher agent productivity with AI-assisted guidance
Scalable support operations without added complexity

Customer data unification & transformation

SIXT Denmark wanted to create a scalable customer data foundation that could give business teams a unified and reliable view of customers across systems. With data distributed across Google BigQuery, Salesforce systems, and Marketing Cloud, teams were dealing with duplicate records, fragmented customer profiles, and time-consuming segmentation processes.

Nagarro implemented a Salesforce Data 360 solution using zero copy ingestion, standardized data modelling, and identity resolution. The solution brought customer, reservation, rental, and engagement data into unified golden profiles, enabling real-time insights and easier activation across Sales, Service, and Marketing. This created a stronger foundation for data-driven decision-making and more personalized customer engagement.

Unified 360° customer view

to improve visibility and decision making across Salesforce teams

Reduced data duplication and licensing costs

by identifying duplicate subscribers

Faster, business friendly segmentation and activation

accelerating marketing campaign execution and scalability

Scaling service excellence with Agentforce

As case volumes increased, SIXT Denmark needed a more intelligent way to support service agents and improve response consistency. Limited customer context and manual workflows were slowing down agent and making it harder to maintain a consistent service experience.

Nagarro implemented an AI‑enabled service solution with a custom Agentforce-powered service agent embedded directly into daily agent workflows. The agent supports daily workflows with contextual recommendations, automated response drafting, and guided next‑best actions.

Reduced case handling time

through AI-assisted guidance and automated responses

Higher service quality and consistency

through knowledge-enabled and context aware agent interactions

Created a scalable support model

to manage higher case volumes without increasing FTE

Customer service transformation

SIXT Denmark also aimed to modernize its customer support operations by replacing a legacy service system with Salesforce Service Cloud. The existing system offered limited customer visibility and relied heavily on manual email handling. Tracking service performance was difficult as customer expectations and case volumes grew.

Nagarro implemented a Salesforce Service Cloud as a unified workspace for customer support. The solution streamlined case management, connected voice and digital interactions, and embedded best-practice service processes into daily operations. With integrated telephony, automated workflows, SLA tracking, and knowledge‑driven support, agents gained the context and visibility needed to resolve cases more efficiently.

Increased service efficiency

without additional headcount

Reduced case resolution time

and improved service consistency

Enhanced service performance visibility

with actionable KPIs and insights

Damage case management automation

SIXT sought to enhance and streamline its vehicle damage and repair handling process by upgrading to a more efficient, automated system. Their existing workflow involved manual data entry, email-based communication, and case tracking across multiple systems, which they aimed to optimize for greater accuracy, faster resolution, and improved customer experience.

Nagarro implemented a Salesforce Sales Cloud solution that automated data capture, case management, workflow tracking, and customer communication. The system eliminated repetitive tasks, centralized information, and enabled real-time tracking. Features like templated emails, automated follow-ups, and dashboard-driven reporting streamlined operations, improving accuracy and efficiency.

50% reduction in systems usage

and faster case resolution

Two hours saved per week

through automated reporting

Improved customer satisfaction

due to consistent, timely communication and seamless processes

Vehicle defleeting process optimization

SIXT aimed to optimize vehicle lifecycle management through a scalable “defleeting” automation solution within their Salesforce environment. The process involved multiple steps, from removing branding elements and quality inspections to paperwork and logistics, requiring a streamlined approach for efficiency and growth.

Nagarro developed a centralized, stage-based automation solution, based on Salesforce, that structured vehicles by category, enabled batch processing, and synchronized status updates across parent-child records. Smart tracking and automated communication improved visibility, reduced manual efforts, and enhanced workflow efficiency, ensuring seamless coordination at every stage.

Increased processing capacity

without additional manpower requirements

Reduced vehicle downtime

and fleet carrying costs

Data-driven decisions

for optimal fleet sizing, achieving greater efficiency and scalability

Sales and pre-sales process enhancement

SIXT aimed to improve traceability, efficiency, and transparency across their sales process by standardizing workflows, increasing automation, and optimizing data accuracy between Salesforce and Auto IT. The goal was to streamline both wholesale and retail sales, driving faster sales cycles, increased revenue, and improved profitability.

Nagarro implemented Salesforce Sales Cloud and Experience Cloud to automate key processes, including wholesale presales, sales management, and retail sales integration. Key enhancements included automated vehicle offer creation, centralized opportunity tracking, contract and task management, and a supplier portal for seamless collaboration.

Retail sales were optimized through Auto Desktop and ERP integration, ensuring real-time vehicle data synchronization and automated workflow triggers.

Accelerated sales cycles

and increased sales targets

Real-time fleet visibility

Operational excellence

through automated and streamlined pre-sales and sales workflows

Streamlining financial contract management

SIXT manages a complex vehicle financing ecosystem involving multiple financiers, with a primary partner handling most of their fleet. Each vehicle in Salesforce carries detailed financial and contractual data, which becomes more intricate when sequential contracts apply across different quarters. To improve efficiency, they needed seamless data synchronization with third-party systems for invoice and purchase order generation.

Nagarro developed an automation solution that streamlined data management by automating financial imports, dynamic vehicle record updates, and real-time synchronization with Business Central. We eliminated manual efforts through intelligent integrations, automated client notifications, and a scalable framework to accommodate fleet growth.

Faster processing,

improved data accuracy and enhanced scalability

Error-free financial updates

and more efficient financing operations

Improved client relationships

with increased transparency through automated notifications

By leveraging Salesforce and Microsoft Business Central, Nagarro and SIXT have co-created scalable, automation-driven solutions that streamline processes, improve data accuracy, and drive business growth.

From automating damage case management and vehicle “defleeting” to enhancing sales operations, financial contract management, and system migration, each initiative has contributed to greater transparency, reduced manual workload, and increased operational agility.

As SIXT continues to expand, our collaboration remains focused on driving continuous improvement, scalability, and digital excellence—ensuring they stay ahead in an evolving mobility landscape.

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