Location

India

Industry

Automobile Industry

Business Domain

Automotive

Features

CTI Integration

Implemented CTI integration. Mahindra has a call center team with approximately 15000 agents who are interacting with customers both by inbound and outbound call feature.

Salesforce Shield and CRMA Dashboards

Implemented Salesforce Shield to increase the overall Org security

Project Overview

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M&M is one of the largest automobile company with a strong belief in using technology to improve business and manage all the business related activities. They have done a large-scale implementation of Salesforce CRM for Sales and After-Sales Services. To reach out to the customers in the shortest time, M&M have implemented CTI integration. Mahindra has a call center team with approximately 15000 agents who are interacting with customers both by inbound and outbound call feature. As Salesforce experts, Zordial has helped Mahindra in implementing and enhancing the calling process. Outbound calls are sent to customers when they enquire about the products from various sources

Challenges & Solutions

Challenges:-

  • Implement the feature on a large scale

Solution:-

  • Optimized APIs code to cater more number of calls per day. Used asynchronous apex methods to handle complex logics which takes more time

Value Addition

1

Enhanced User experience with quick approach from Mahindra to Customers who wants to purchase new vehicle.

2

Quick after support service as calling process is automated, thus improved customer experience.