Connected Vehicle Experience
Turn vehicle telemetry into proactive service, warranty and customer engagement.
Discuss This Playbook- What it is
- A reference architecture connecting vehicle telemetry, ownership, dealer and service data into one customer and vehicle view.
- Who it is for
- Customer experience, connected services and aftersales leaders in automotive.
- The problem it solves
- The vehicle generates continuous data while the customer relationship sits with dealers and separate service systems, so the manufacturer sees neither clearly.
- Technologies involved
- Vehicle telemetry pipelines, cloud data platform, Salesforce for customer and service, AI for predictive service.
- Industries it applies to
- Automotive OEMs, dealer networks and connected mobility providers.
- What AX3 provides
- Telemetry engineering, vehicle and owner data modelling, Salesforce customer and service implementation, predictive service AI.
What is actually going wrong.
Industry: Automotive
Vehicles generate continuous telemetry, but the customer relationship still starts when something breaks. OEMs, dealers and service networks hold different fragments of the vehicle and owner record, so proactive service is impossible and warranty exposure is discovered late.
The constraints most programmes underestimate.
Telemetry volume
Continuous vehicle signals need engineering discipline before they become usable service context.
The dealer boundary
Ownership and service relationships are mediated by an independent network.
Identity over time
Vehicles change owners; owners change vehicles. Both histories must stay intact.
Regulatory and consent constraints
Connected vehicle data carries privacy obligations that vary by market.
How we sequence the work.
- 01
Engineer the telemetry layer first
Ingestion, quality and event modelling before any customer-facing use case.
- 02
Model vehicle and owner separately
A durable vehicle record and a durable customer record, linked by time-bound ownership.
- 03
Turn signals into service
Predictive maintenance and proactive outreach through the dealer network, not around it.
From business process to business action.
- 01Business process
Own → drive → signal → service → renew
- 02Data
Vehicle registry, owner identity, ownership timeline, service history, consent
- 03AI
Predictive maintenance, anomaly detection and proactive outreach triggers
- 04Salesforce
Customer, service and dealer engagement layer
- 05Integration
Telematics platforms, dealer management systems, warranty and parts
- 06Engineering
Streaming pipelines, consent enforcement and connected services APIs
- 07Business action
Proactive, personalised service delivered through the dealer network
The end-to-end path we design against.
- 01
Ingest telemetry and diagnostic trouble codes from the vehicle
- 02
Detect the condition and assess severity against known patterns
- 03
Notify the owner with a clear, non-alarming recommendation
- 04
Reserve parts and schedule at the preferred dealer or mobile service
- 05
Complete the repair and update vehicle, warranty and owner records
Industry expertise, applied through four connected layers.
Salesforce
Explore →- Automotive Cloud
- Service Cloud
- Field Service
- Data 360
- Experience Cloud for the owner app and dealer portal
- Agentforce
Data
Explore →- Vehicle registry with VIN-level configuration and options
- Telemetry, diagnostic codes and software version state
- Owner, household and dealer relationship
- Warranty coverage, campaigns and recall status
- Service and parts history
AI & Agentforce
Explore →- AI Service Agent for owner-facing diagnosis and booking
- AI Warranty Agent validating coverage and adjudicating claims
- AI Technician Assistant for guided diagnostics
- Failure-pattern detection across the connected fleet
Engineering
Explore →- Telematics and connected-vehicle API integration
- Streaming event pipelines with edge filtering
- Over-the-air update and software state tracking
- Owner mobile app and dealer system integration
Where this applies.
Automotive OEMs and mobility providers building connected services, where telemetry, ownership and dealer service data must combine into one experience.
How AX3 gets this built and sustained.
Forward Deployed Engineering
Connected vehicle programmes are engineering-led. AX3 FDE teams work inside the platform team on the streaming and consent layers.
- Telematics ingestion and event modelling
- Consent and privacy enforcement by market
- Connected services API engineering
What changes when this works.
These are the outcomes this solution concept is designed to produce. They are directional, not measured results from a named engagement.
Connected Vehicle Experience: common questions
What is the Connected Vehicle Experience playbook?
A reference architecture that joins vehicle telemetry, ownership, dealer and service data into a single customer and vehicle view.
What business problem does it solve?
Manufacturers hold vehicle data but not the customer relationship, so proactive service and personalised experiences are hard to deliver.
What technologies are involved?
Streaming telemetry pipelines on a cloud data platform, Salesforce for customer and service engagement, and AI for predictive maintenance.
How does AX3 implement this solution?
Telemetry and data engineering first, then vehicle and owner modelling, then the customer and dealer engagement layer, delivered in phases.
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