Mahindra & Mahindra has entered into a strategic partnership with global customer relationship management (CRM) firm Salesforce in a bid to digitise the customer experience value chain. This alliance will be a unique digital transformation in the Indian automobile industry, said the company.
For delivering an industry-leading connected customer experience, connected employees experience and an intelligent dealer engagement, Mahindra has embarked on a digital transformation.
For realising this, it has joined hands with Salesforce, Sitecore and PwC India to shift from multiple solutions to a single unified platform to offer a holistic, coherent and connected view of its customers by recording all customer data in one place.
Veejay Ram Nakra, Chief of Sales & Marketing, Automotive Division, M&M said, “Disruptions necessitate innovative 360-degree digital platforms to address the rapidly evolving needs of our customer at various touchpoints. Hence, we partnered with Salesforce to re-imagine the entire customer experience. This digital journey focuses on innovating and digitizing the entire customer experience through integrated sales, service, marketing and engagement capabilities, for a connected and immersive experience.”
The implementation of Salesforce Sales Cloud, Service Cloud and Marketing Cloud with Einstein artificial intelligence and the Salesforce Lightning Platform will offer an omni-channel stability with One Mahindra digital experience.
It will emphasise on growing the company’s target customer base, leveraging AI-driven insights, and offer personalized recommendations. This will also ensure a hassle free customer journey from online to retail. It would also amalgamate with dealers to provide guided selling consultation, proactive customer service, on-the-go connected vehicle services.
The latter will be offered with real-time vehicle diagnostics with synced predictive maintenance services ensuring a unified customer journey.
Sunil Jose, SVP and Country Leader, Salesforce India, said, “The automotive industry has gone through a lot of major changes in the past few decades. Companies need to get the most out of disruptive technologies to meet customers’ demand for always-on and intuitive experiences, reshaping value chains with faster time to market. A good experience begins when companies connect with customers at the need recognition stage — and it all starts with data. We are proud to be a technology partner for Mahindra enabling the team with true 360-degree view of customers delivering seamless experiences.