Driving Growth with Conversation: How Limotour Transformed Customer Engagement with Salesforce Agentforce
Limotour is a premier ground transportation company based in Montréal, offering high-end chauffeured vehicle services tailored to both corporate and individual clients. With over 30 years of experience in the industry, Limotour has built a reputation for excellence, reliability, and personalized service.
Specializing in airport transfers, corporate travel, and event transportation, the company boasts a modern fleet of luxury sedans, SUVs, limousines, and minibuses. Limotour is distinguished by its professional drivers, meticulous attention to customer experience, and commitment to punctuality and discretion.
Their multilingual team ensures seamless communication and a global standard of service, making Limotour a trusted partner for international travelers and local clientele alike.
TECH
Salesforce Sales Cloud, Salesforce Service Cloud, Salesforce Automations, Salesforce Agentforce
THE CHALLENGE
Limotour, a leading luxury transportation provider, prides itself on delivering a premium customer experience. However, several digital engagement gaps were limiting their ability to fully support prospects and optimize their funnel—especially during off-hours:
No Overnight Support: Inbound inquiries submitted overnight were handled by a basic chatbot that merely recorded messages without offering real-time value or follow-up, leading to lost opportunities.
Limited Service Information: Prospective customers had no channel to ask general questions or explore service details interactively, reducing their ability to self-educate and move through the decision process.
No Self-Service Quoting: Interested visitors could not generate estimates or pricing on their own, resulting in friction and additional manual work for the Limotour team.
Data Silos from Chatbot: The existing chatbot solution was disconnected from Salesforce, creating a fragmented view of lead activity and requiring manual data entry, which slowed response times and impacted pipeline visibility.
THE SOLUTION
To modernize and streamline customer engagement, Limotour partnered with Evolving Consulting to implement Salesforce Agentforce, unlocking intelligent automation and integrated service capabilities.
With Agentforce at the core, Limotour is now able to:
Offer Bilingual Support: Provide real-time assistance in both French and English, enhancing accessibility for their diverse customer base.
Answer Common Questions: Automate responses to general inquiries about services, policies, and operational details—giving prospects instant clarity 24/7.
Enable Self-Service Quoting: Guide potential customers through the quote request process directly within the chat interface, including the option to receive a formal PDF quote via email.
Create Salesforce Cases Automatically: Log general inquiries as support cases in Salesforce for follow-up by the customer service team during business hours.
Capture Sales Opportunities: Automatically generate Salesforce opportunities for limo service requests and initiate quoting, integrating leads directly into the sales funnel for timely follow-up.
Extract Ride Details from Chat: Dynamically capture key information such as pickup/drop-off locations and service times from conversations, enhancing the accuracy and efficiency of quote generation.
Through this intelligent and fully integrated solution, Limotour has transformed its online engagement—empowering prospects, supporting customers more effectively, and ensuring no opportunity is left behind.
