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Leverage AI and analytics for real-time insights, data-driven decisions, and organizational growth with our advanced capabilities.Intelligent Automation
Harness automation's power for efficient operations, from RPA to AI workflows, boosting productivity and fostering innovation.Enterprise Applications
We leverage market-leading enterprise applications to help you optimize operations, leverage cost advantages, transform customer experiences, and discover new value.Cloud, Infra & Digital Security
Build secure cloud infrastructures for scalable digital transformation, protecting your business from evolving cybersecurity threats.Digital Engineering
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Marlabs acquires Data Analytics & AI Consulting Firm, Onebridge
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- AboutFeatured Marlabs Experience CenterHere's a sneak peek into the Marlabs Experience Center - A digital playground for our clients & colleagues where novel ideas come to life. Marlabs Data Ingestion FrameworkFind out why the Marlabs Data Ingestion Framework can serve as the backbone to your analytics structure by creating a single source of truth from disparate data sources.
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Data & Analytics
Leverage AI and analytics for real-time insights, data-driven decisions, and organizational growth with our advanced capabilities.Intelligent Automation
Harness automation's power for efficient operations, from RPA to AI workflows, boosting productivity and fostering innovation.Enterprise Applications
We leverage market-leading enterprise applications to help you optimize operations, leverage cost advantages, transform customer experiences, and discover new value.Cloud, Infra & Digital Security
Build secure cloud infrastructures for scalable digital transformation, protecting your business from evolving cybersecurity threats.Digital Engineering
Drive digital transformation with tailored engineering solutions, delivering intuitive experiences and high-performance software for your business.Latest
Marlabs acquires Data Analytics & AI Consulting Firm, Onebridge
Leveraging the power of EDGE computing to revolutionize brewing operations
- ConsultingLatest
Marlabs acquires Data Analytics & AI Consulting Firm, Onebridge
Leveraging the power of EDGE computing to revolutionize brewing operations
- CareersFeatured Featured
- AboutFeatured Marlabs Experience CenterHere's a sneak peek into the Marlabs Experience Center - A digital playground for our clients & colleagues where novel ideas come to life. Marlabs Data Ingestion FrameworkFind out why the Marlabs Data Ingestion Framework can serve as the backbone to your analytics structure by creating a single source of truth from disparate data sources.
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- AboutFeatured Marlabs Experience CenterHere's a sneak peek into the Marlabs Experience Center - A digital playground for our clients & colleagues where novel ideas come to life. Marlabs Data Ingestion FrameworkFind out why the Marlabs Data Ingestion Framework can serve as the backbone to your analytics structure by creating a single source of truth from disparate data sources.
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xploring Panasonic Life Solutions India’s (PLS India) journey with Marlabs to overcome CRM challenges after a merger with Anchor Electricals. The collaboration led to the implementation of Salesforce, enhancing customer excellence and streamlining the B2B sales lifecycle across six business units.
The Story
Introduction
In today’s competitive business environment, digital transformation is essential for organizations seeking to thrive and maintain a competitive edge. One such case study is the examination of Panasonic Life Solutions India (PLS India), which faced significant CRM challenges after a high-profile merger with Anchor Electricals. This case study delves into the organization’s journey with Marlabs to overcome these obstacles and achieve customer excellence through Salesforce implementation.
Context
PLS India, a global electronics powerhouse, was formed as a result of the merger between Panasonic Corporation and Anchor Electricals. The newly created entity aimed to combine Panasonic’s cutting-edge technology with Anchor’s extensive customer support network to develop innovative, eco-friendly products across various sectors. The merger gave birth to a company with eight factories, employing 9,500 people, manufacturing over 7,500 products, and distributing them through 80,000 retail outlets throughout India.
PLS India shifted its focus from B2C to B2B and B2G businesses to capitalize on the merger. This new direction, however, presented challenges to collective growth, particularly in the realm of customer relationship management (CRM).
Challenges
The pursuit of B2B opportunities by PLS India underscored the need for an effective CRM program. The company experimented with basic CRM tools, but their limitations hindered company-wide adoption, leading to scattered data on leads, sales, and customers. Consequently, PLS India struggled to identify areas of improvement due to the lack of a consolidated view.
In search of a flexible, customizable, and easy-to-use CRM solution that would offer optimal value, PLS India chose Salesforce and partnered with Marlabs for Salesforce Sales Cloud adoption. Their goal was to streamline and automate the B2B sales lifecycle across six business units while addressing the following essential requirements:
- Transitioning to digital-first customer engagement.
- Enhancing decision-making with predictive insights.
- Ensuring rapid adoption of the CRM implementation.
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Our Approach
Despite the project’s magnitude, PLS India successfully went live with Salesforce in just three months, integrating the solution with their ERP system and rolling it out to 300 salespeople. As a result, this implementation is recognized as Asia’s largest Salesforce implementation.
According to Balbir Singh, IT Director of PLS India, the implementation was driven by the business to avoid gaps or loopholes. In addition, PLS India was committed to capturing the system requirements of every salesperson and board member before implementation, helping to prevent scope creep and allowing Marlabs to execute its targets with a single-minded focus.
The Marlabs team worked closely with PLS India, ensuring a deep understanding of their needs and fostering a proactive approach to problem-solving. Chintan Mehta, Section Head (Web and Digital) PLS India, appreciated Marlabs’ business analyst team for their close collaboration and ability to anticipate the organization’s requirements.
Business Value Unlocked
The Salesforce implementation resulted in significant improvements for PLS India. Adoption rates reached 94%, with 100% adoption in traditional product verticals. PLS India’s team can now forge new and meaningful customer connections virtually, empowered by insights from Salesforce. The unified customer view allows team members to demo products, make pitches, negotiate with customers, and close deals from anywhere. Customer engagement has also improved, as team members can quickly create and send personalized email campaigns to update customers on new products, prices, and more.
Moreover, the Salesforce platform has enabled PLS India to track and analyze sales metrics, providing valuable insights for leadership teams. These insights facilitate critical decision-making, allowing the organization to identify areas for improvement and capitalize on emerging opportunities.
Future
With a clear vision for the future, PLS India aims to achieve two strategic objectives: embedding smart technology in all its offerings and having its products used in every building across India. The company is determined to become the market leader in the electrical, construction, and materials segments. Achieving success in the B2B sector, according to Ajay Saraf, Senior Vice President and Head – Project Business at PLS India, depends on the speed of decision-making and agility in responding to customers. Salesforce enables PLS India to excel in both these areas.
The insights derived from sales data provided by Salesforce facilitate better decision-making. Singh notes that all monthly global board meetings at PLS now reference this sales data. Real-time insights from the CRM solution enable PLS India to make better-informed decisions faster and drive revenue while fostering growth in the B2B sector.
The successful adoption of Salesforce has had a global impact. Board members and leaders from Japan are being trained and onboarded on Salesforce to track better and forecast sales. Additionally, new product verticals like Solar and Housing are planning workshops to improve Salesforce adoption. PLS India’s commitment to growth and innovation has led to the exploration of new markets and opportunities, further solidifying the company’s position as an industry leader.
The Result
The PLS India case study demonstrates how Marlabs’ expertise in digital transformation and Salesforce implementation can help organizations overcome CRM challenges and achieve customer excellence. Through its partnership with Marlabs, PLS India rapidly adopted Salesforce, streamlined its sales processes, and enhanced customer engagement. This successful digital transformation has positioned PLS India for continued growth in the B2B and B2G sectors, illustrating the power of effective CRM solutions and the value of thought leadership in the digital transformation space. By embracing change and leveraging the right tools and partnerships, companies can harness the power of digital transformation to drive success and thrive in a rapidly evolving business landscape.
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