Mahindra, Salesforce Partner for digital transformation in customer experience

Mahindra & Mahindra

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.

Mahindra & Mahindra

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.

"Exciting news! Elets Banking & Finance Post is now on WhatsApp Channels Subscribe today by clicking the link and stay updated with the latest insights!" Click here!

Elets The Banking and Finance Post Magazine has carved out a niche for itself in the crowded market with exclusive & unique content. Get in-depth insights on trend-setting innovations & transformation in the BFSI sector. Best offers for Print + Digital issues! Subscribe here➔

Get a chance to meet the Who's who of the Banking & Finance industry. Join Us for Upcoming Events and explore business opportunities. Like us on Facebook, connect with us on LinkedIn and follow us on Twitter, Instagram & Pinterest.