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ASIAN PAINTS CALL CENTRE TRANSFORMED BY A NEW PERSONAL TOUCH
Asian Paints is India’s leading and Asia’s fourth largest paint company. It operates in 19 countries, has 26 paint manufacturing facilities servicing consumers in over 65 countries.
60% of Asian Paints' orders are generated by several thousands of dealers via call centre agents. Asian Paints appointed Eperium, now Salmon India to implement an ecommerce platform with personalisation that would transform their call centre team into ‘Virtual Sales Agents’. The new platform gives agents an effective 360° personalised view of the dealer during an order which arms the agent with the information to reach out to dealers and help increase sales and improve brand awareness. Multiple Asian Paints and Salmon India cross-functional teams worked together to achieve the goals in a transparent, energetic and collaborative environment underpinned by a high level of mutual trust and respect.
Salmon India was responsible for consultancy, project management, analysis, solution architecture, UX, development, quality assurance, load testing, security testing, infrastructure, PIM (Product Information Management System), ERP (Enterprise Resource Planning) interfacing, training and warranty.
Four and a half months later, the Virtual Sales Office 360 was released. The system was showcased at the annual 2016 SAP conference - a moment of great pride for both the Salmon India and Asian Paints teams involved.
Salmon India is currently working on the production of a B2C ecommerce platform that will be launched in early 2017.