CEAT deployed Salesforce Community Cloud to build a portal for its vast dealer network. By digitising all dealer-related processes on a single portal, they created a self-service platform that delivers a frictionless experience to channel partners. With the ability to manage their orders more efficiently through the portal, CEAT has seen a 1.2% improvement in sales.
Rich features, such as e-claims, e-catalogues, and warranty registration, help them deliver a transparent and consistent consumer experience. “Using e-claims, a dealer can instantly settle a customer’s claim through the app,” details Ritesh Arora, Chief Digital Officer. This has reduced the claim settlement time from two working days to instant settlement in 50% of cases across the channel.
“We just won the prestigious CII award for the most innovative business practice in customer experience for this innovation,” says an enthusiastic Arora.
“Community Cloud has become the lifeline of our dealer business,” reveals Arora. “Our dealers tell us that everything they want is now available at their fingertips. They have clear visibility into stock, performance, and transparency into financials.”
CEAT has also integrated Fielo, a Salesforce App Exchange partner to manage dealer loyalty.