Unifying Data and Embracing the AI Era
As digital transformation reshapes manufacturing, Jaquar Group, India’s leading brand in complete bathroom and lighting solutions, is charting a bold new course. Partnering with Salesforce, Jaquar is building an AI-powered, mobile-first platform to unify customer engagement, boost efficiency, and drive data-led decision-making across its global operations.
In this exclusive conversation, Ninad Raje, Chief Information Officer at Jaquar Group, shares how the company is reimagining its operations and customer engagement by integrating smart and adaptive capabilities, and building a connected and intelligent enterprise ready for the next era of commerce.
What were some of the key operational challenges that led to this digital transformation journey? How did you identify Salesforce as the right fit?
For Jaquar, this journey has been about embracing change, particularly transitioning from a legacy mindset to fully adopting a digital-first approach. We worked closely with our teams to help them understand and leverage the potential of new technologies, ensuring everyone was aligned with the shift.
We carefully evaluated several platforms, using over 25-30 criteria to ensure alignment with our internal teams. In the end, Salesforce stood out for its scalability, robust infrastructure, and global reach—making it the ideal partner to drive our transformation.
How do you envision Salesforce transforming Jaquar’s customer experience in the next 12–18 months, beyond just platform adoption?
Jaquar’s transformation begins with the Sales Cloud, which is already driving a massive change in our sales processes. The Service Cloud and Tableau Analytics will similarly introduce a major shift in customer care and analytics, allowing us to move from Excel-based systems to interactive dashboards for sales, service, and analytics.
These changes will empower our teams with real-time insights, enabling better decision-making. Our goal is to provide data-driven, AI-powered insights across all departments, from sales and service to manufacturing, improving operational efficiency and customer experience.
What were some of the key operational challenges that led to this digital transformation journey? How did you identify Salesforce as the right fit?
For Jaquar, this journey has been about embracing change, particularly transitioning from a legacy mindset to fully adopting a digital-first approach. We worked closely with our teams to help them understand and leverage the potential of new technologies, ensuring everyone was aligned with the shift.
We carefully evaluated several platforms, using over 25-30 criteria to ensure alignment with our internal teams. In the end, Salesforce stood out for its scalability, robust infrastructure, and global reach—making it the ideal partner to drive our transformation.
What role will data and AI play in shaping strategic decisions across teams as this rollout matures?
Data and AI will be central to transforming how we make strategic decisions as we move forward. With Sales Cloud and Service Cloud driving data on the front-end, and our ERP systems and manufacturing platforms collecting data on the back-end, the opportunity to unlock insights is immense.
By using AI and machine learning to process and analyse this data in real time, we’ll provide our teams with actionable insights that will guide faster, more informed decisions—empowering them to drive efficiency and improve outcomes across the board.
What learnings or mindset shifts have emerged within the organization as you lead this transformation from people, process, or leadership perspectives?
From my experience, it’s clear that organizational transformation starts with people. Once we change the way people think, technology naturally follows. The biggest lesson we’ve learned is that the real challenge is in shifting the culture and mindset, not the technology.
While tools and platforms are important, the true change happens when we transform how people think and operate within the organization. This transformation requires leadership to set the example and help teams get comfortable with change.
It’s about getting everyone aligned, having the same values, and encouraging a mindset that is open to new ideas and learning. When people are ready to embrace innovation, the transformation becomes much easier and more effective.
What unique value has Salesforce brought to this transformation, whether in terms of unifying customer data, enabling mobile-first operations, or improving decision-making speed across Jaquar’s teams?
Salesforce has been pivotal in boosting productivity and efficiency across Jaquar, helping us surpass our revenue targets. The way it has been implemented has transformed how we operate, particularly by unifying customer data and enabling mobile-first operations that improve decision-making speed across teams.
As one of our senior leaders put it, “You have changed our life for the better.” Salesforce has truly streamlined the operations by enabling faster, more informed decisions, driving significant business growth.
How will this change the lives of Jaquar employees, and how will Salesforce’s value propositions make it easier for them?
Jaquar’s journey began with evaluating platforms to streamline data access. With Salesforce, we’ll be able to consolidate tools and provide real-time, mobile access to data, ensuring it’s available when and where it’s needed. This will help us avoid spending time searching for information.
For sales teams, this means dedicating more time to engaging with customers and driving growth, while Salesforce helps deliver the right insights at the right time, optimizing productivity and enabling faster, more informed decision-making.
How do you see emerging technologies like agentic AI and predictive analytics shaping your business, and how is Salesforce helping you prepare for the future?
Emerging technologies like agentic AI and predictive analytics will automate routine tasks and provide real-time insights, allowing teams to focus on strategic decision-making. By consolidating data and leveraging AI, we’ll drive greater operational efficiency and stay agile in responding to market changes.
More information:
Find out more about Salesforce’s collaboration with Jaquar here.
