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The collaboration focuses on enhancing customer engagement and streamlining operations through AI-powered marketing and service solutions.
Chennai, March 11, 2025: Salesforce, the #1 AI CRM, today announced its collaboration with Pothys Swarna Mahal, the premium jewellery business of the Pothys Group, to accelerate its digital transformation journey. This collaboration aims to enhance customer engagement, streamline operations, and deliver personalised shopping experiences through Salesforce Marketing Cloud, Service Cloud and Commerce Cloud.
Pothys Swarna Mahal envisions a digital-first future and has adopted a multi-channel strategy that seamlessly connects customer interactions across email, messaging, WhatsApp, video, chat, social media, and notifications. Integrating Salesforce’s AI-powered solutions improves customer engagement through targeted return-to-store campaigns, real-time promotions, and seamless customer support. They also initiated an omnichannel strategy to ensure a consistent and efficient experience across online and offline touchpoints, strengthening customer relationships and driving business growth across South India.
The collaboration drives operational excellence at Pothys Swarna Mahal through AI and automation. AI-powered service agents ensure faster response times, while data-driven insights enable more intelligent decision-making. Integrated appointment bookings and video-assisted selling enhance high-value customer interactions, and advanced SEO strengthens the brand’s digital presence. Additionally, adopting the Kanban method has optimised inventory control, minimising excess stock through just-in-time replenishment, while AI-driven surveillance improves workforce productivity and service quality.
Ashok Pothy, Founder – Director, Pothys Swarna Mahal, said: “At Pothys Swarna Mahal, we are committed to redefining customer experience through innovation and technology. Collaborating with Salesforce has seamlessly integrated our service channel automation, AI-driven marketing, and omnichannel engagement to create a unified, personalised shopping journey. This partnership has enabled us to strengthen customer relationships, optimise operations, and drive business growth. With a 360-degree view of our customers, intelligent insights, and seamless online-to-offline interactions, we are setting new benchmarks in jewellery retail.”
Mankiran Chowhan, Vice President, Financial Services & Consumer Industries, Salesforce India, said “As businesses continue to evolve in a digital-first world, delivering advanced, personalised customer experiences has never been more important. Our collaboration with Pothys Swarna Mahal is a testament to the power of AI-powered solutions in transforming retail experiences. By leveraging Salesforce Marketing Cloud, Service Cloud and Commerce Cloud, Pothys Swarna Mahal is modernising its customer interactions, streamlining operations, and setting new benchmarks in the jewellery retail industry. We are excited to support them on this journey and look forward to enabling more businesses across India to harness the full potential of AI-driven innovation.”
Looking ahead, Pothys Swarna Mahal plans to expand its technology investments by building a hybrid e-commerce system on Salesforce Commerce Cloud. This initiative will integrate online and offline sales, allowing customers to browse instant catalogs, make purchases online, and collect their jewellery from the nearest store. The company is also exploring possibilities to refine Digi Gold processes though AI and aims to drive 20% of its sales through digital channels by FY30.
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