Tata CLiQ Collaborates with Salesforce to Redefine Customer Experience

A unified customer view is enabling Tata CLiQ to deliver optimal experiences at every customer touchpoint

Salesforce (NYSE: CRM), the global leader in CRM, today announced that Tata CLiQ has leveraged Salesforce Service Cloud, to deliver the right experiences across multiple channels to consumers with contextual, proactive and personalized interactions.

Tata CLiQ aspires to be a leading e-commerce company, offering its customers best in class service for timely deliveries, hassle free returns and more. PwC has been a key partner in the implementation process enabling end-to-end deployment transforming the service experience for Tata CLiQ providing a holistic view of customer information seamlessly.

Tata CLiQ also implemented the Visual Remote Assistant (VRA) which allows the company to deliver the same exceptional support they would deliver in-person, visual guidance, often in real-time. This solution is browser based, allowing employees to seamlessly connect with customers on a live remote support to capture correct images for the return scenarios.

Since implementing Salesforce, service agents have a unified view of the customer which has delivered efficiency with intelligent dashboards and reports assisting teams with data driven decision making. According to Tata CLiQ, agent experience has improved by 30% with the Single Source of Truth. An 8% reduction in Average Handling Time by the resolutions team, improving first time resolution rate by 15%.

Shweta Srivastava, Director - CS and Customer Experience, Tata CLiQ, said, “Customer-centricity is at the heart of everything we do at Tata CLiQ. Salesforce is aligned to our two-pronged functional vision and strategy of delivering best in class customer and advisor experience, thereby ensuring efficient processes, empowered agents, and superior business outcomes.”

Arun Kumar Parameswaran, SVP and Managing Director - Sales & Distribution, Salesforce India, said, “We are thrilled to be a technology enabler and advisor to Tata CLiQ as they further their vision of becoming a leading e-commerce company fueled by growth and personalized experiences.”

Anjumara Syed, Partner, PwC India Salesforce Leader, said, “PwC has played an integral part in designing and implementing a fully integrated, unified Salesforce platform for Tata CLiQ service agents - continuously delivering customer satisfaction and improving agent productivity.”

About Salesforce

Salesforce, the global CRM leader, empowers companies of every size and industry to digitally transform and create a 360° view of their customers. For more information about Salesforce (NYSE: CRM), visit: www.salesforce.com.

About Tata CLiQ

Tata CLiQ is the flagship digital commerce initiative of the Tata Group. It is a multi-category e-commerce platform operating in categories such as electronics, fashion, jewellery, home, beauty, and luxury. Tata CLiQ has a unique omnichannel marketplace model offering customers the convenience of quicker delivery (by shipping from store), easy pick-up, exchange, and returns across 1200+ brands and 1000 stores in 100+ Indian cities and towns. With an obsession for providing customers with a best-in-class shopping experience, we believe in careful brand curation as well as developing and implementing technologies to improve the online experience.

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