Salesforce has announced that Exide Industries, one of India’s leading battery and energy solutions companies, is leveraging Salesforce to unify customer engagement, laying the foundation for the next generation of customer and service excellence. By unifying data, AI, and operations, Exide is enabling smarter decision-making and delivering seamless, connected experiences across its B2B and B2C businesses.
Exide has deployed Sales Cloud, Service Cloud, Field Service Cloud, Marketing Cloud, and Experience Cloud to bring the full customer lifecycle together on a single platform. Today, Salesforce unifies Exide’s ecosystem of more than 120,000 dealers, 20,000 mechanics, 6,000 service technicians and 1,000 sales personnel nationwide, giving teams a 360-degree view of customer interactions, service histories, warranties, and partner operations across the customer lifecycle. Service response times have reduced from days to hours, while complaint resolution turnaround times have improved by over 30%, helping Exide deliver faster and more effective customer support. More than 95% of complaints are now resolved in a single visit.
Sales Cloud has strengthened opportunity management, pipeline visibility and lead conversion across its B2B and B2C businesses, supporting a more disciplined and data-driven sales process. Service Cloud has helped transform customer engagement from a reactive model to a more connected, proactive experience. More than 80% of customer interactions are now driven through self-service channels, with over 500,000 monthly service tickets managed through WhatsApp-enabled customer journeys integrated with Salesforce workflows. Field Service Cloud powers Exide’s “Batmobile” doorstep assistance service, automatically connecting customers with the nearest field technician for rapid response and on-site support across the top 100 cities in India — often within 30 minutes. The unified platform also enables improved dealer engagement, better sales visibility, faster warranty processing, and richer customer insights across Exide’s nationwide network.
As part of its continued digital transformation journey, Exide’s roadmap includes AI agents supporting sales, customer support, warranty intelligence, multilingual customer conversations, predictive diagnosis, and autonomous service operations. India’s mobility ecosystem is changing rapidly with EVs, connected vehicles, digitized service expectations, and omnichannel customer engagement. Exide is investing in AI-driven customer operations to stay ahead of these changing expectations.
Ravi Kumar, Chief Digital & Information Officer, Exide Industries, said, “Our vision extends beyond digitizing processes. We are building an intelligent customer operations platform where data, AI, and automation work together to anticipate customer needs, empower our dealer ecosystem and enable our teams to make faster decisions. Salesforce provides the digital foundation that supports this vision while helping us continuously elevate customer experience.”
Mankiran Chowhan, Managing Director, Salesforce India, said, “The next era of manufacturing will be driven by industrial intelligence — where connected data, AI-powered insights, and operational systems converge to enable smarter decisions from the factory floor to the boardroom. Exide’s end-to-end transformation demonstrates how organizations can modernize field operations, service delivery, and partner engagement holistically on a single trusted platform. We are proud to partner with Exide as they continue building a more connected, data-driven, and AI-powered customer operations ecosystem.”
