{"id":16777,"date":"2026-04-21T12:25:21","date_gmt":"2026-04-21T12:25:21","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=16777"},"modified":"2026-04-21T13:21:38","modified_gmt":"2026-04-21T13:21:38","slug":"automotive-trailblazers-india","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/in\/blog\/automotive-trailblazers-india\/","title":{"rendered":"How India\u2019s Automotive Trailblazers Are Redefining Customer Experiences (And What We Can Learn from Them)"},"content":{"rendered":"\n<p>Cars with built-in driver assistance and over-the-air software updates. Bikes with biometric access controls and regenerative brakes. Trucks that flag maintenance issues before a breakdown occurs. These are just some of the exciting innovations unfolding in India\u2019s automotive industry. And customers are lapping them up.&nbsp;<\/p>\n\n\n\n<p>In 2025, electric vehicle (EV) sales alone <a href=\"https:\/\/indiaesa.info\/resources\/industry-reports\/4996-india-ev-market-annual-report-2025\">crossed a major milestone of 2.3 million units<\/a>. In FY26, <a href=\"https:\/\/economictimes.indiatimes.com\/industry\/auto\/auto-news\/india-car-sales-to-hit-4-7-million-in-fy26-despite-bumps\/articleshow\/129580677.cms?from=mdr\">passenger vehicle sales are expected to touch 4.7 million units<\/a>, despite supply disruptions linked to tensions in West Asia. To top things off, <a href=\"https:\/\/www.motorcyclesdata.com\/2026\/03\/10\/best-selling-motorcycles\/\">home-grown brands like TVS Motor and Bajaj Auto are now ranking among the top motorcycle manufacturers in the world<\/a>.&nbsp;<\/p>\n\n\n\n<p>But building great vehicles is one thing \u2013 satisfying customers is quite another. Today, when customers want to purchase a vehicle, they aren\u2019t just looking for the snazziest features or the best automotive brands. They seek out OEMs that can deliver exceptional experiences at every touchpoint \u2013 online, at the dealership, and in the vehicle.&nbsp;<\/p>\n\n\n\n<p>Currently, <a href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2025\/06\/CX-in-Automotive-Joining-the-race_250625.pdf\">auto manufacturers are ranked 9<sup>th<\/sup> for customer experience<\/a> among 13 major consumer industries. About three in four consumers are unhappy with the bundled services offered by their auto brands, while nearly as many report inconsistent experiences across channels (app, website, in-person, aftersales, etc).<\/p>\n\n\n\n<p>While that may sound disheartening, it also provides a huge window of opportunity for brands to differentiate themselves through the customer experiences they provide \u2013 especially in a fiercely competitive market. But delivering those experiences often requires a complete digital transformation:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>From fragmented customer data \u2192 unified, 360-degree driver and vehicle visibility<\/li>\n\n\n\n<li>From generic interactions \u2192 hyper-personalised, data-driven experiences across channels<\/li>\n\n\n\n<li>From showroom-first customer journeys \u2192 digital-first journeys that continue in-store<\/li>\n\n\n\n<li>From one-size-fits-all offers \u2192 personalised pricing, financing, and configurations<\/li>\n\n\n\n<li>From manual, fragmented processes \u2192 connected, AI-powered workflows across teams<\/li>\n\n\n\n<li>From reactive aftersales \u2192 proactive, predictive service experiences<\/li>\n\n\n\n<li>From disconnected dealer networks \u2192 connected, data-driven dealer ecosystems<\/li>\n\n\n\n<li>From product-led revenue \u2192 new and innovative revenue models<\/li>\n\n\n\n<li>From reactive decision-making \u2192 AI-led predictions and real-time insights<\/li>\n<\/ul>\n\n\n\n<p>To make things simpler, let\u2019s break down this transformation initiative into a few practical steps:<\/p>\n\n\n\n<p><strong>1.<\/strong> <strong>Orchestrate driver experiences<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><tbody><tr><td><strong>Why it matters<\/strong><\/td><td><strong>What to do<\/strong><\/td><\/tr><tr><td>Inconsistent customer interactions across touchpoints frustrate customers, and weaken brand perception<\/td><td>Build a unified view of each customer and vehicle to ensure frictionless buying and service experiencesUse a single CRM platform to orchestrate connected customer journeys that move fluidly across digital and physical touchpointsExpand your reach with deeper visibility into members of a household and all the vehicles owned under one roof<br>Harness data on driver behaviours, usage, and preferences to deliver personalised, context-aware messaging and offers&nbsp;<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p><strong>2. Unlock new revenue streams<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><tbody><tr><td><strong>Why it matters<\/strong><\/td><td><strong>What to do<\/strong><\/td><\/tr><tr><td>Dependence on one-time vehicle sales limits long-term revenue potential<\/td><td>Develop recurring revenue streams through personalised subscriptions, services, and featuresTurn vehicle maintenance and service from a cost centre to a recurring revenue driver<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p><strong>3. Improve business productivity&nbsp;<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><tbody><tr><td><strong>Why it matters<\/strong><\/td><td><strong>What to do<\/strong><\/td><\/tr><tr><td>Fragmented systems and manual processes reduce efficiency and increase operational costs<\/td><td>Integrate systems, and automate workflows across sales, service, and marketing<br>Embed AI-driven insights into everyday processes to enable real-time, proactive actionAlign all customer-facing teams around a single source of truth<br>Standardise dealer management processes, and build a connected dealer ecosystem with shared data and visibility<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<p><strong>Translating these objectives into action based on 5 Trailblazer stories<\/strong><\/p>\n\n\n\n<p>Defining objectives is often simple, but seeing how they come to life can make all the difference. Our latest playbook features the stories of five automotive Trailblazers who are delighting customers, and catalysing revenue growth by transforming their business. Gain actionable insights from them on how to create unforgettable customer experiences, unlock new revenue streams, and strengthen business productivity.&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Tata Motors CV<\/strong> unified 60 million unique customer personas to personalise marketing&nbsp;<br><strong>Impact<\/strong>: 5% engagement rate<br><br><\/li>\n\n\n\n<li><strong>Royal Enfield<\/strong> tailored the customer\u2019s website experience to their browsing behaviour<br><strong>Impact<\/strong>: 52% increase in web traffic, 32% increase in time spent on the website<br>&nbsp;<\/li>\n\n\n\n<li><strong>River Mobility<\/strong> created a single source of customer truth<br><strong>Impact<\/strong>: In-store employees are empowered to engage and sell better<br><br> <\/li>\n\n\n\n<li><strong>Ather Energy<\/strong> streamlined dealership operations<br><strong>Impact<\/strong>: Dealers can capture leads in 45-60 seconds, resolve customer complaints the same day, and manage daily tasks like procurement with ease<br><br>  <\/li>\n\n\n\n<li><strong>Amara Raja Energy &amp; Mobility<\/strong> built an intuitive dealer portal for service\u00a0<br><strong>Impact<\/strong>: Over 550 franchisees use the portal to deliver timely support<\/li>\n<\/ul>\n\n\n\n<p>Learn how your business too can achieve similar results.<br>Download <em>The Road to Customer Delight: Insights from 5 Automotive Trailblazers<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Learn how India\u2019s automotive leaders are deepening customer loyalty, boosting sales, and improving business productivity<\/p>\n","protected":false},"author":736,"featured_media":16780,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"69e7681a08f27bd9317156ed","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[1143],"sf_content_type":[],"coauthors":[554],"class_list":["post-16777","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-automotive"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - 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