“This Isn’t Just a New Chapter for Businesses – It’s a Whole New Playbook”. Insights from Salesforce Live: India

To succeed today, every business has to be customer-first. That’s why we created Salesforce Customer 360 – to unify sales, service, marketing, and commerce teams around the customer – so that they can make every customer interaction incredible. 

With Customer 360, Vedantu is wowing students and parents by making their experiences across touchpoints seamless. The edtech firm has built a unified view of each student on Salesforce. So, teams are able to have more contextual student conversations, and intervene at the right places to improve learning outcomes. Creating impact at scale never looked so good.

Products, no matter how innovative, can be copied quickly. Experiences, on the other hand, can be a powerful differentiator. The more personalised your service, or the faster you respond to customer queries, the more loyal your customers are likely to be.

With Salesforce, HDFC Limited is delivering exceptional customer service. Agents have complete visibility into each customer’s loan history, documents, follow-ups, and other relevant data – all on a single screen. So, they’re able to resolve customer queries faster and smarter. 

Collaboration across teams is also simple because everyone is connected on one platform. Together, they’re making it easier for customers to fulfill their dreams of owning a home.  

Meanwhile, Asian Paints has been innovating with customer experiences for years. They’re already known for their category-creating products. Now they’re using technology to close the gap between their teams and customers. For example, with AI/ ML, they’re uncovering insights about what customers want, faster. This is helping them forge stronger relationships, and build products that customers love.

COVID-19 changed the game, making digital transformation an imperative for organisations of all sizes, across all industries. 

Leading the way for mid-sized companies is Gemini Power Hydraulics. The technology-first manufacturer has invested heavily in digitalisation to re-invent business processes, and offer customers maximum value at every step. 

With technologies like Salesforce, they’ve broken down information barriers and organisational silos. So, cross-functional teams can work together more efficiently to create frictionless customer journeys. 

The company has also automated business processes, resulting in a 60% boost in sales productivity, as well as a 10% improvement in service productivity. 

Next up? Company-wide digitisation to achieve even stronger business process orientation.

Gone are the days when businesses would focus solely on shareholder profit. Our purpose today is to serve all our stakeholders – including customers, partners, employees, and communities. That’s how we can create a more equitable future for all.

For inspiration, look to Meghshala Trust. The non-profit is transforming India’s education system at scale by empowering its heart - teachers. Through their flagship app, Meghshala provides innovative teaching kits filled with images, videos, activities, and strategies. This helps teachers convert classrooms into active learning spaces. 

As we continue to navigate 2022 and beyond, climate change remains our single biggest challenge. Sonam Wangchuk – noted engineer, educationist, and environmentalist – highlighted three steps businesses can take to protect the planet. 

First, ensure that everyone in the organisation – from the leadership team downwards – internalises the urgency of climate action. Second, practice sustainability not just within your business but across all your engagements, including the supply chain. Finally, remember that every effort to mitigate climate change counts.

This year, we at Salesforce introduced sustainability as our fifth  core value. With 1t.org - we’ve pledged to plant more than 43.5 million trees globally, of which 1 million will be planted in India. We’ve also launched Net Zero Cloud to help businesses track and reduce their carbon footprint faster.