Every decision matters. Whether approving loans, targeting motorcycle enthusiasts, or delivering personalised retail experiences — India’s businesses face one challenge: making the right decision with the right data at the right moment.
The problem? Data lives everywhere except where decisions happen. Customer records in CRM. Transactions in separate systems. Scattered service histories. Result? Teams take decisions on intuition, rather than data, missing opportunities.
What is Salesforce Data 360?
Salesforce Data 360 (formerly Data Cloud) unifies customer information from multiple sources into a single, actionable view. Unlike traditional databases, Data 360 creates dynamic, unified customer profiles that power intelligent decisions. With Zero Copy architecture, it connects to existing data lakes without moving data. This unified foundation, in turn, powers Agentforce, Salesforce’s agentic AI layer, enabling autonomous agents to make context-aware decisions at scale.
Theory apart, let’s explore how some of India’s leading companies use unified data to close decision gaps.
1. Financial Services: “How Do We Deliver Personalised Investment Experiences Without Complete Customer Context?”
The Decision Gap
A customer calls about their mutual fund investment. Your service agent sees the current query but misses their complete investment journey — past purchases, redemptions, financial goals, risk profile, and interaction history across channels. Result? Generic responses that miss opportunities to serve them better or suggest suitable products.
Ground Reality
UTI Asset Management Company (UTI AMC), one of India’s leading mutual fund houses, faced this challenge. With customer data fragmented across multiple systems, teams couldn’t access complete investor profiles or interaction histories across channels.
How Unified Data Solves It
UTI AMC implemented Data 360 with Agentforce Marketing, unifying customer data across all touchpoints. By consolidating investor information into unified profiles, teams now see complete investment histories, preferences, interaction patterns, and financial goals in real-time.
With Data 360 powering Agentforce Marketing, UTI AMC delivers hyper-personalised investor communications. When an investor shows interest in a fund category, the system knows their complete portfolio, risk appetite, past investments, and service history — enabling precisely targeted and relevant engagement.
The Result: UTI AMC transforms investor relationships through personalised campaigns powered by unified data. Marketing teams deliver contextual communications based on complete investor profiles, whilst service teams resolve queries with full context.
Read UTI AMC’s transformation story
How Data 360 Helps: Data 360 enables unified financial data through real-time fraud detection, instant credit decisions, and automated compliance reporting whilst powering personalised investor engagement at scale.
2. Automotive: “How Do We Know Which Riders to Engage and When?”
The Decision Gap
You have millions of motorcycle enthusiasts. Some browse your website. Others visit dealerships. Many engage on social media. A few buy accessories. But with data scattered across 820 fields in 80+ separate systems, how do you know who’s ready to purchase? Who needs service reminders? Who should receive accessory offers?
Ground Reality
Royal Enfield, India’s iconic motorcycle brand, struggled with fragmented customer data across dealer CRMs, ERP systems, internal databases, the company website, and mobile apps. Marketing teams couldn’t tell if someone browsing online had visited a store. Sales couldn’t see digital engagement.
How Unified Data Solves It
Royal Enfield implemented Data 360, consolidating 17 million customer profiles into 9 million unique, unified profiles — connecting purchases, preferences, intent signals, and behaviours into single views.
With Agentforce Marketing powered by this unified foundation, Royal Enfield delivers targeted, contextual communications. When someone browses motorcycles online, the system knows dealership visits, browsing history, service records, and patterns — enabling precise targeting.
The Result: 100% engagement increase through personalised campaigns powered by unified profiles. 50% communication volume reduction whilst improving relevance. Website personalisation based on browsing behaviour drove 2.7x booking conversion surge.
Discover Royal Enfield’s success story
These results came from activating unified profiles through targeted campaigns — not just unifying data, but using it intelligently.
How Data 360 Powers This: Royal Enfield uses Data 360 to harmonise customer data across all touchpoints, creating the unified profiles that power their marketing personalisation and AI-driven insights.
3. Retail & Consumer Goods: “How Do We Deliver Personalised Experiences Across Every Touchpoint?”
The Decision Gap
A customer browses traditional wear on your website Tuesday evening. Wednesday morning, they visit your physical store. Your in-store associate has no idea what they viewed online, can’t see their purchase history from other locations, doesn’t know their size preferences or loyalty status. The customer repeats information. The experience feels disconnected. They leave without buying.
Ground Reality
Sai Silks Kalamandir, one of South India’s premier traditional wear retailers, needed to provide consistent experiences across their physical stores and digital channels. Fragmented customer data prevented personalised service.
How Unified Data Solves It
With Salesforce, Sai Silks Kalamandir unified customer data across in-store purchases, website activity, mobile app, and service interactions. Complete history, preferences, sizes, and loyalty status are immediately available — enabling personalised recommendations and seamless service.
The Result: Retailers with unified data deliver consistent, personalised experiences across channels.
Explore Sai Silks’ journey
How Data 360 Helps: Data 360 enables retailers to unify point-of-sale, e-commerce, loyalty, and service data in real-time, creating sub-second personalisation capabilities.
4. Automotive: “How Do We Know Which Customers to Engage and When?”
The Decision Gap
You have millions of potential vehicle buyers and existing customers. Some browse your website. Others visit dealerships. Many engage on social media. Some need service. But with data scattered across systems, how do you know who’s ready to purchase? Who needs service reminders? Who should receive accessory offers? Which customers are at risk of switching brands?
Ground Reality
Tata Motors, India’s leading automotive manufacturer, struggled with fragmented customer data across dealer networks, digital platforms, service centres, and marketing systems. With 60 million customer personas across 10+ data sources, teams couldn’t identify high-intent buyers, personalise communications, or deliver connected customer experiences.
How Unified Data Solves It
Tata Motors implemented a unified data strategy, consolidating customer information across all touchpoints. By harmonising data from dealer CRMs, website interactions, mobile app usage, service records, and marketing engagement, they created comprehensive customer profiles.
With this unified foundation, Tata Motors delivers granular customer segmentation, connected journeys, and contextual marketing. Personalised website experiences — complete with custom banners, click-to-call support, and smart floating lead forms — increase conversions. Marketing automation frees teams to focus on high-value tasks whilst real-time insights optimise campaign effectiveness.
The Result: Tata Motors achieved 25% of monthly sales from digital leads and 25% reduction in campaign deployment time through unified data-powered personalisation. The company transformed from a legacy brand into a digital-native entity that’s agile, customer-centric, and data-driven.
Discover Tata Motors’ success
How Data 360 Powers This: Data 360 enables automotive manufacturers to unify data from connected vehicles, dealerships, service centres, and digital touchpoints — creating the comprehensive customer views that power predictive maintenance, personalised marketing, and seamless ownership experiences.
5. Travel & Hospitality: “How Do We Scale Quality Service Without Endless Manual Work?”
The Decision Gap
Service requests flood in. Each requires verification, processing, and follow-up across multiple teams. Passengers repeat information. Resolution times stretch. Manual handoffs create delays. How do you maintain service quality whilst handling growing volumes after major operational changes?
Ground Reality
Air India, following its merger with Vistara, faced passengers needing refunds for re-assigned bookings. The refund process required multiple handoffs between contact centre teams and refunds departments — creating frustration and delays whilst impacting the customer experience during a critical transition period.
How Unified Data Solves It
Air India deployed Agentforce, powered by unified customer data from Agentforce Service and Agentforce Sales. Agentforce automates the entire refund workflow — providing immediate acknowledgement, gathering necessary information, delivering proactive updates, and initiating payments — all without manual handoffs between teams.
The Result: Air India now resolves 90% of refund cases autonomously, reducing resolution times from days to hours whilst building customer trust through immediate, consistent service.
Learn about Air India’s Agentforce pilot
How Unified Data Powers Agentforce: Unified customer data enables Agentforce AI agents to access complete context from CRM, booking systems, loyalty programmes, and service histories in real-time — delivering seamless, autonomous service experiences that scale without sacrificing quality.
The Common Thread: Unified Data Enables Better Decisions
Every company faced decision gaps — moments where fragmented data prevented the right action at the right time.
Unified data platforms like Data 360 close these gaps by:
- Connecting Every Source: 270+ pre-built connectors unify CRM, ERP, marketing, IoT, data warehouses
- Processing in Real-Time: Current data drives current decisions
- Zero Copy Architecture: Connect to Snowflake, Databricks without moving data
- Identity Resolution: Create single customer views across all systems
- Industry-Specific Models: Pre-built templates accelerate implementation
- Built-in Compliance: Ensure GDPR, HIPAA, CCPA compliance
The Agentforce Advantage: Data 360’s unified profiles power Agentforce —Salesforce’s agentic AI layer that autonomously executes decisions and workflows at scale.
See Unified Data in Action
Explore Salesforce’s “behind the wow” video series — a 5-part journey showing how organisations leverage unified data for intelligent decisions across sales, service, marketing, and commerce.
Discover how FedEx uses Data 360’s Zero Copy architecture to unify data from Databricks, Agentforce Sales and Agentforce Marketing — reducing customer identification time from 3 weeks to hours whilst achieving 2,000%+ ROI.
Read FedEx’s story
The Bottom Line: Better Data, Better Decisions
From cash to care, every industry lives by decisions. And every decision is only as good as the data behind it.
Unified data platforms such as Data 360 close decision gaps by transforming fragmented information into intelligent, real-time action — powering Agentforce, enabling personalised experiences, and driving measurable business outcomes.
Ready to close your decision gaps?
Discover how unified data can transform your fragmented information into competitive advantage..
