Mahindra & Mahindra today announced its partnership with global customer relationship management (CRM) firm Salesforce to digitize the customer experience value chain. This will be a unique digital transformation in the Indian automobile industry, said the company.
Mahindra has embarked on a digital transformation journey to deliver an industry-leading connected customer experience, connected employees experience, and intelligent dealer engagement. For this, it has partnered with Salesforce, Sitecore and PwC India to move from various solutions to a single unified platform to provide a holistic, coherent and connected view of its customers by capturing 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 customers 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 deployment of Salesforce Sales Cloud, Service Cloud, and Marketing Cloud with Einstein Artificial Intelligence and the Salesforce Lightning Platform will deliver an omnichannel consistent with One Mahindra digital experience. It will focus on growing the company’s target customer base, leveraging AI-driven insights, and provide personalized recommendations. This will also offer a seamless customer journey from online to retail. It would also collaborate with dealers to offer guided selling consultation, proactive customer service, on-the-go connected vehicle services. The latter will come with real-time vehicle diagnostics with linked predictive maintenance services delivering 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 a true 360-degree view of customers delivering seamless experiences.”
This article was originally published by The Economic Times. Algoworks does not take any credit and is not responsible for the information shared in the article.