Pidilite Industries Limited has leveraged Salesforce to enhance customer engagement and boost productivity. By automating processes and adopting Salesforce Service Cloud, Pidilite streamlines sales and customer service, achieving seamless omni-channel experiences.
With the Salesforce mobile app, the field sales team conducts activities on the go, while water-proofing contractors benefit from the Dr. Fixit app, enabling personalised customer conversations. Pidilite also enhances influencer engagement through the TEAM app, reducing onboarding time and increasing enrollments. Additionally, data captured on service cloud enhances innovation by providing insights on product performance. Pidilite continues to innovate with a collaborative working solution on the Salesforce Lightning Platform.
Nishchai Nevrekar, Head, Digital Initiatives, Pidilite, emphasises the value of Salesforce in crafting personalised and omni-channel experiences for customers while empowering contractors and employees with tools for success.
Manasi Choudhari, Senior Manager Digital Initiatives, Pidilite, highlights the transformation of pre- and post-sales journeys into seamless omni-channel experiences through Salesforce. The platform has significantly improved first response time (FRT) and boosted first call resolution (FCR) rates, resulting in enhanced customer satisfaction.
Meanwhile, Rajesh B, CEO, Pidilite Industrial Products Division, emphasises that access to quality sales data provided by Salesforce enables management to make faster decisions and improve sales force effectiveness and productivity.
Nevrekar informs that Salesforce initiatives have made the teams at Pidilite more productive and content, allowing them to focus on delivering exceptional customer experiences.