is one of India鈥檚 fastest-developing home solutions providers with a commitment to fulfilling global sanitaryware aspirations with exquisite designs that celebrate intricacy and attention to detail. A public limited enterprise listed with SEBI, CERA Sanitaryware is spearheaded by Mr. Vikram Somany, Chairman and Managing Director, who turned his vision into a living reality in 1980.

For enterprises to mitigate disruption and streamline independent business processes, especially in the sanitaryware industry, technology is a potential driver for growth and transformation.

Considering the ever-growing demand for consumer essentials, organizations must leap forward and leverage future-proof technologies to inspire flawless customer experiences.听With a relentless drive and the conviction to encourage innovation through quality and a customer-centric approach, CERA Sanitaryware was built on a foundation that transpires excellence through transformation.

On the path towards realizing their goals, Deepshikha Khaitan, the Joint Managing Director at CERA Sanitaryware Ltd, said, 鈥淭he CERA Digital Era started with the dream of becoming the world鈥檚 finest brand built on the foundation of technology. Our commitment to technology lends us a competitive advantage that is unparalleled. Since its inception, we have invested in state-of-the-art manufacturing plants to achieve the highest standards of quality. From manufacturing precision to impeccable body finish, our factories ensure every product meets CERA鈥檚 quality benchmarks鈥�.

Commenting on the CERA鈥檚 focus on growth via transformation, Anupam Gupta, Executive Director, Technology, said, 鈥淭he CERA Edge is built on the foundation of technology. Our commitment to technology lends us a competitive advantage that鈥檚 unparalleled鈥�.

For an enterprise to strive amidst adversity, a forward-thinking organization like CERA Sanitaryware Limited needs to leverage digital technologies to drive innovation. Especially in offering personalized customer experiences, the goal must be to design a framework that optimizes business excellence for a user-centric approach.

Driving Business Excellence and Streamlining CX with

As an enterprise offering state-of-the-art sanitaryware solutions across diverse income classes, CERA is built on the foundation of technology that provides a competitive advantage. Furthermore, with quality as a core vision, CERA Sanitaryware Limited has invested in future-ready manufacturing plants, translating their commitment to providing the best customer experience.

Manish Chandegara, CIO at CERA, spoke to us about how the integration of and 麻豆原创 C4C in 2017, with PwC as their implementation partner, paved the way for business growth. This transition inspired possibilities that facilitated automation across independent business functions for efficient data management and control. Here are key business outcomes after the implementation of 麻豆原创 C4C at CERA:

1. Documenting order pre-requisites became easier and accessible on a unified platform
2. Access to quotations, rates, and order status available on iPad/mobile/laptop, reducing the average turn-around time from 10 days to 1 day
3. With a single click, the back-end team gets a detailed report about pending and completed orders, including the status of current projects
4. Efficient consolidation of reports
5. Assisting sales representatives at CERA to leverage digital platforms for an omnichannel experience

Creating Impact within CERA

Talking about his journey as a CIO, Manish Chandegara spoke about working with various corporate giants. Manish has served for more than 15 years in higher management positions, which lent him the experience to spearhead the transformational journey for CERA in customer experience.

鈥�After the 麻豆原创 C4C model was implemented, whenever our salesperson visits customer locations, he is empowered with rates, quotations, and other details on his mobile device. So, what sometimes used to take a few days has now shrunk to just one day. This is the biggest achievement鈥�, Manish Chandegara quoted on CERA鈥檚 success with CX transformation.

In our brief conversation with a senior executive at CERA, he remarked how his team鈥檚 job had become much more manageable, seamless, and data-driven after implementing 麻豆原创 C4C into their business systems. He added that large tiles orders can now be executed quickly and effectively after CERA implemented the 麻豆原创 C4C Tiles module.

The sales team at CERA also commended the implementation of 麻豆原创 C4C and its impact on CERA鈥檚 growth and transformation, stating, 鈥淐4C helped us to make faster decisions and improve sales order tracking.鈥�

They achieved this by incorporating the latest technologies like 3D prototype printers, fully automatic chrome plating, robotic grinding, polishing, glazing, and pressure casting machines at our faucets and sanitaryware manufacturing factories. As a result, CERA continues to be the leader in the industry with its futuristic technological advancements.

The Roadmap for the Future

In their roadmap for the future, CERA aims to:

1. Leverage a future-ready growth framework
2. Implement and integrate two more 麻豆原创 C4C modules
3. Upgrade existing 麻豆原创 solutions with BI, Artificial Intelligence, and Customer 360
4. Focus on data security and compliance

After the implementation of the Customer 360 model by 麻豆原创, CERA will be in a position to:

1. Leverage an omnichannel experience
2. Enhance their customers鈥� experience
3. Empower customers to access their warranty status seamlessly

Commenting on CERA鈥檚 transformational journey, Sudeep Singh, VP and Head of CX Business, 麻豆原创 Indian Subcontinent, noted, 鈥溌槎乖�, as a business transformation partner, is committed to empowering enterprises to reach their highest potential and spark innovation across the organization.听CERA embarked on that journey with 麻豆原创 keeping their customers core to their growth and vision. We鈥檙e honored to partner with CERA in helping them streamline their customer experience, which directly impacts their growth and bottom lines. We look forward to deepening our relationship and helping CERA leverage the true power of 麻豆原创 C4C and Customer 360鈥�.

Here on, considering how CERA Sanitaryware Limited leveraged 麻豆原创 C4C and 麻豆原创 S/4HANA to invest in a customer-centric strategy, innovation-led transformation is definitely on the cards. The focus for the future, however, is to streamline business functions and integrate them with other modules of 麻豆原创 C4C.

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Until a few years ago, there was an accepted nature of the interactions between BPCL and its customers. There was no unified view of the company from the customer鈥檚 perspective 鈥� for example a fuel customer had little idea of the LPG or lubricant business, while the company did not have visibility into the customer鈥檚 holistic energy needs. The digital transformation initiative aimed at changing this customer experience based on the three pillars of trust, convenience and personalization.听听

Raman Dhillon, Head of Digital Transformation at BPCL says, 鈥淭oday鈥檚 customers expect the same kind of a user experience from us as they would from a Netflix or Amazon, where things happen at a single touch without hassles. We need to step up to deliver this across our touchpoints with them.鈥� The belief of the project was to keep the customer experience front and centre, giving a single window view into BPCL鈥檚 offerings and enabling transactions in a trusted, secure and personalized environment.听

Bharat Petroleum Corporation Ltd (BPCL) – Drivers of Digital Transformation

At the leading edge of this initiative was the Hello BPCL app, that presents a unified super-app style of functioning to access fuel services, LPG services, lubricants and more to a customer. For example, to address customer issues of trust at fuel stations, the app allows you to pre-buy a certain value of fuel and pay for it digitally. Once at the fuel station a simple QR Code scan loads the fuel value into the system, leading to a seamless experience with no human intervention. Another area of customer confidence building was with the fluctuations in fuel prices. In a volatile fuel price market, customers are naturally anxious whether they are being charged the correct rate. Nozzle-level technology at BPCL鈥檚 fuel stations ensures that if there is any discrepancy detected in the fuel price loaded on the system the nozzle is automatically deactivated. The technology layer required to bring these changes to life reflects the commitment to the customer鈥檚 experience and enhance their quality of interactions with the company.听

Riding on the comprehensive, yet flexible omnichannel strength of the 麻豆原创 Commerce Cloud, BPCL reimagined its customer journeys across different persona types to digitally transform the customer experience. It began engagement with business leaders at over 400 workshops where the teams aided by 麻豆原创 functional experts shaped the technology and processes for better customer-centricity. But in order to deliver this experience, it was important that the supply chains were also totally integrated, with a real-time view. This led to the birth of the command control centre, called IRIS 鈥� a single system to monitor and control all BPCL assets, enabling safety, security & compliance and most importantly, flawless customer experience. The teams re-created seamless processes for customer onboarding, ordering, payments, fulfilments, etc. across omni-channels environments like mobile apps, websites, etc.听听

Enhancing the CX Transformation Journey

听鈥�In the process of crafting the customer experience transformation journey, the role of 麻豆原创 has been extremely important. We got all necessary support to ideate and implement the right solutions to achieve this scale. This partnership will be remembered for a long time鈥�, acknowledges Mr. Dhillon. The 麻豆原创 team found this engagement enriching as well.听 鈥�BPCL is spearheading an innovative approach towards easing the lives of Indians and building the nation,鈥� says Sudeep Singh, Vice President and Head of CX Business, 麻豆原创 Indian Subcontinent. 鈥淲e are privileged to collaborate with BPCL in its journey to enhance customer experience and also boost the vision of 鈥楧igital India鈥� at scale.鈥�听

Future of CX Transformation

The future holds exciting promise for a digital journey of such epic proportions. Plug-n-play cloud solutions, EV charging stations, regional language enabled chatbots that cover over 600 customer scenarios are all initiatives that are set to push the envelop forward.听听

For 麻豆原创 partnerships the integrated Customer Experience (CX) is one of the key levers of digital transformation. It is a fusion of channels, such as retail outlets, customer service desk, self-service kiosks, online chat, chatbots, personalized physical robots or virtual assistants. Companies like are transitioning from brick-and-mortar to omnichannel businesses, empowering customers with its digital initiatives to ensure a seamless, trust-positive, convenient and personalized shopping experience.听

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