Play Mozart’s Symphony No. 25 for just about any Indian, and chances are they’ll instantly recognise it as Titan’s signature tune. That’s how well-known Titan is.
Since revolutionising the watch industry 30+ years ago, Titan has evolved into a true colossus with market-leading brands in multiple lifestyle categories—including jewellery (Tanishq), eyewear (Titan EyePlus), and clothing (Taneira).
What differentiates the company, apart from its legendary spirit of innovation, is its memorable customer service. The moment a customer walks into a Titan store, relationship officers are at hand to anticipate their needs, and personalise their shopping experience.
It’s no small feat to tailor the experiences of 20 million+ customers across 1,900+ stores, and 18 brands. But Salesforce is making it possible. And during the COVID-19 lockdown, when customers couldn’t visit the stores, Salesforce helped Titan take its stores to the customer.
“Through Salesforce, we could replicate the entire offline shopping experience online,” says Sanjay Bhattacharjee, Titan’s Head of Customer Relationship Management, who led the company’s digital transformation. “Today, wherever the customer is—be it in our stores, or on our websites—we’re able to instantly recognise them, personalise our interactions, and deliver unforgettable experiences.”