Exide Industries has integrated its sales, service, field operations and dealer network on Salesforce, using the platform to manage customer interactions across its business-to-business (B2B) and business-to-consumer (B2C) operations. The company has reported a reduction in service response times from days to hours and an improvement of over 30% in complaint resolution turnaround times.
The implementation brings together Exide's network of more than 120,000 dealers, 20,000 mechanics, 6,000 service technicians and 1,000 sales personnel across India. The platform provides teams with access to customer interactions, service histories, warranty information and partner operations. According to the company, more than 95% of customer complaints are now resolved in a single visit.
Exide has deployed Salesforce's Sales Cloud, Service Cloud, Field Service Cloud, Marketing Cloud and Experience Cloud to manage different stages of the customer lifecycle.
Salesforce Integration Covers Sales And Customer Service
Sales Cloud is being used to manage sales opportunities, pipeline visibility and lead conversion across Exide's B2B and B2C businesses. Service Cloud supports customer engagement and complaint management, with more than 80% of customer interactions now taking place through self-service channels.
The company manages over 500,000 service tickets every month through WhatsApp-enabled customer journeys integrated with Salesforce workflows. The system also supports dealer engagement, sales tracking, warranty processing and access to customer insights across its distribution network.
Exide's Batmobile Service Uses Field Service Cloud
Exide's doorstep assistance service, branded as Batmobile, operates on Salesforce Field Service Cloud. The system connects customers with the nearest available field technician for on-site assistance across the top 100 cities in India. The company said the service can facilitate technician responses within 30 minutes in many cases.
Exide Plans AI Agents For Customer Operations
Exide's next phase of digital integration includes AI agents for sales, customer support, warranty intelligence and multilingual customer interactions. The roadmap also covers predictive diagnosis and autonomous service operations.
The company said its investments in AI-driven customer operations are intended to address changing service requirements associated with electric vehicles, connected vehicles and digital customer engagement.
Ravi Kumar, chief digital and information officer at Exide Industries, said the company's objective is to develop a customer operations platform that combines data, AI and automation to anticipate customer requirements, support its dealer network and improve decision-making.
The development comes as Exide continues to expand its presence in lithium-ion battery manufacturing through its wholly owned subsidiary, Exide Energy Solutions. The subsidiary is establishing a greenfield lithium-ion cell manufacturing facility in Bengaluru, with an initial planned capacity of 6 GWh, scalable to 12 GWh.
The facility will have four production lines covering cylindrical and prismatic cell formats and will cater to lithium iron phosphate (LFP) and nickel manganese cobalt (NMC) chemistries. Installation, validation, customer sampling and homologation activities are at an advanced stage, with the facility expected to move towards operationalisation during FY27.