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OLX India drives India’s pre-owned car growth story with Salesforce
Scaling up in a customer-centric manner
Building richer customer experiences through streamlined processes and granular data
Enabling enterprise-wide adoption of Salesforce
“Our objective was never to make employees feel like they were being monitored,” explains Kataria. “We wanted them to understand that by using Salesforce to log their customer interactions, they would be increasing their own productivity and opportunities for conversion.”
To ensure that Salesforce was adopted successfully across the enterprise, OLX identified Salesforce Champions who communicated their experiences with Salesforce, and learnings from customer insights to the rest of the team. When other employees saw how their colleagues were converting more and hitting those bonuses, they were also motivated to use Salesforce.
“Lots more people started feeding data on customer interactions and other details into Salesforce,” says Kataria. “Input parameters such as daily customer visits logged by field sales have improved by 75%. In addition, the percentage of offline sales that occur without field visit data being entered into the system has dropped to just 3%. More employees are using Salesforce because they can see the benefits it provides.”
Simplifying customer service
India leads the way
As one of the largest consumer markets globally, OLX India is sharing its learnings and success stories with other OLX teams globally.
Championed by Kataria and his team, Salesforce has now been implemented in multiple markets that OLX is present in. The solution was templatised for quick and seamless adoption in OLX contact centres across Malaysia and the Philippines, as well as for sales teams in Latin America and the EU.
OLX India is at the top of its game today. At the heart of its success is a customer-centric approach and commitment to constant innovation. The company is currently exploring the use of Einstein Analytics to automate and personalise its services even further.
“We want to offer solutions deeper down the value chain to make the whole customer journey smooth and effortless,” says Kataria. “We also want to strengthen the interplay between our online and offline businesses, so that customers have a seamless experience. Salesforce will be instrumental in achieving these objectives.”
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