Pidilite Industries’ Salesforce Integration: Simplifying Processes and Increasing Customer Engagement Pidilite Industries, a large Indian manufacturer of adhesives, recently implemented a cloud-based customer relationship management (CRM) software solution in cooperation with Salesforce. The company, which has operations in 11 nations, specialises in consumer, construction, and specialty chemicals. Its innovation centre in Singapore is dedicated to cutting-edge green products. Nishchai Nevrekar, Head of Digital Initiatives at Pidilite, stated that the company aims to strengthen customer relationships and increase productivity in sales and service by providing customers with individualised and omnichannel experiences.
To accomplish these objectives, the business uses Salesforce products like Service Cloud, Sales Cloud, and Heroku. The Salesforce integration. The Industrial Products Division of Pidilite managed its sales and customer engagement processes using convoluted project. Trackers and spreadsheets, making it challenging to manage key accounts, track opportunities, and maximise productivity. Pidilite has automated processes and redirected daily activities towards seamless customer engagement thanks to CRM. A unified view of leads and inquiries is provided to sales teams in contact centres by the Service Cloud. Computer telephony integration enables agents to speak with more customers.
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The field sales team relies on Salesforce’s mobile CRM software, which is connected to the Sales Cloud, to accomplish tasks such as lead qualification, opportunity prioritisation, and key account tracking. Additionally, the integration of Salesforce’s Lightning Platform generates analytics from Pidilite’s data warehouse. Automatically generating actions for business development managers and sales representatives. Pidilite has created several apps, including the TEAM app, the Dr. Fixit App, and the custom field marketing App, using Heroku. Specifically, for waterproofing contractors. The Dr Fixit App serves as a sales-focused mobile app, offering leads and customer data to help contractors personalise customer conversations and generate real-time sales quotes.
A customized field marketing app can aid internal teams in managing contractor visits, enrollment, and ongoing engagement. Moreover, analytics-driven inputs can increase contractor engagement. With the use of these tools, internal teams have the ability to manage contractor-related tasks and increase engagement. As a result, the TEAM app eliminates the manual process of enrolling influencers. Setting up workshops, and handling reimbursements, which speeds up enrollment and decreases influencer onboarding time. Additionally, Pidilite gains quick insights into the performance and value of new products by using the Service Cloud. This integration has enhanced the achievement of innovation projects and increased revenue. Customer engagement has increased, first call resolution rates have increased, and first response times have decreased thanks to the Salesforce integration. Therefore, Pidilite seeks to increase the effectiveness of its sales team, strengthen relationships with customers, and boost productivity.
