“Salesforce offered a powerful technology roadmap,” says Banerjee. “The innovation that Salesforce is known for, its proven track record, and the clear benefits their solutions offer, all convinced us to look no further.”
CEAT executives were especially attracted by the features that Community Cloud offers. They built a dealer portal for all the company’s retailers using this solution.
The dealer portal delivers a frictionless experience to channel partners and consumers alike. Dealer processes are digitized on the portal, creating a self-service platform. With the ability to manage their orders more efficiently through the portal, dealers have seen a 3% improvement in sales.
Rich features, such as e-claims, e-catalogs, 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,” said Ritesh Arora, Chief Digital Officer. This has reduced the claim settlement time from two working days to instant settlement in 40% of cases across the channel.
But the most important benefit is more qualitative in nature. “Three hundred salespeople manage all channel partners, including the 25,000 micro-retailers,” explains Banerjee. “Earlier, the micro-retailers felt isolated, with no direct connect to the company.”
Now the portal has created a community of dealers, and even the micro-retailers feel like an integral part of the CEAT family. The platform makes it easy for them to work with CEAT, and features like e-catalogs and e-claims are improving their credibility with their consumers. This is boosting dealer loyalty.