Asian Paints will be deploying Salesforce Sales and Service cloud, Experience Cloud, Digital Engagement and CRM Analytics to expand its direct-to-consumer business, providing personalized experiences to customers and build loyalty.
Sales and Service Cloud, with Digital Engagement, has enabled call center teams at Asian Paints to improve helpline business efficiency and empowered teams to better up-sell and cross sell products across various LOB’s of Asian Paints Services.
The platform enables Asian Paints customers to have a unified & omnichannel experience. Both online and offline channels are now integrated to design more contextual and personalised phygital customer experience.
“We look at customer experience through a multichannel lens and believe that an engaging physical and digital experience is the biggest differentiator we offer our customers in the home decor market,” said Deepak Bhosale, General Manager Systems, Asian Paints.
“Consumers expect retailers to offer their products anytime, anywhere, which is a huge driver of purchase decisions. Companies must quickly adapt and utilize emerging channels to provide their customers with more purchasing options and greater flexibility,” Arun Kumar, SVP & MD – Sales & Distribution, Salesforce India, said.