Exide Industries has deployed Salesforce Sales Cloud, Service Cloud, Field Service Cloud, Marketing Cloud, and Experience Cloud to unify its customer lifecycle. The platform now connects more than 120,000 dealers, 20,000 mechanics, 6,000 service technicians, and 1,000 sales personnel. Service response times have fallen from days to hours, and complaint resolution turnaround has improved by over 30 percent. More than 95 percent of complaints are resolved in a single visit. Over 80 percent of customer interactions run through self-service channels, with more than 500,000 monthly service tickets handled via WhatsApp journeys integrated with Salesforce workflows. Field Service Cloud powers Exide’s Batmobile doorstep assistance, often linking customers to the nearest technician within 30 minutes across the top 100 cities. Salesforce India managing director Mankiran Chowhan said the transformation shows how organizations can modernize field operations.
Exide Industries has deployed Salesforce Sales Cloud, Service Cloud, Field Service Cloud, Marketing Cloud, and Experience Cloud to unify its customer lifecycle. The platform now connects more than 120,000 dealers, 20,000 mechanics, 6,000 service technicians, and 1,000 sales personnel. Service response times have fallen from days to hours, and complaint resolution turnaround has improved by over 30 percent. More than 95 percent of complaints are resolved in a single visit. Over 80 percent of customer interactions run through self-service channels, with more than 500,000 monthly service tickets handled via WhatsApp journeys integrated with Salesforce workflows. Field Service Cloud powers Exide’s Batmobile doorstep assistance, often linking customers to the nearest technician within 30 minutes across the top 100 cities. Salesforce India managing director Mankiran Chowhan said the transformation shows how organizations can modernize field operations.