JKH Deepens Collaboration with Salesforce for Customer Experience Transformation

John Keells Holdings PLC (JKH) has expanded its partnership with Salesforce to accelerate customer experience transformation in Sri Lanka. The collaboration will enable two of JKH's key businesses, Keells supermarkets and John Keells CG Auto, to deliver stronger, connected, personalised experiences.

The heart of the collaboration is Keells Nexus, a loyalty program powered by Salesforce that serves over 2 million members. Keells Supermarkets is using various Salesforce tools, including Loyalty Management, Data 360, Marketing Automation, and MuleSoft, to unify customer transactions, behaviours, preferences, and interactions.

John Keells CG Auto, the authorised distributor for BYD passenger vehicles in Sri Lanka, is using Salesforce Automotive Cloud to support vehicle inventory management and connect it with customer interactions across pre-sales, sales, ownership, and after-sales service. This will enable a unified view of customer and vehicle data, allowing John Keells CG Auto to provide more contextual and consistent customer experiences.

Ramesh Shanmuganathan, JKH PLC Group CIO and EVP, stated that the experience economy is the next frontier of differentiation for the company. The partnership with Salesforce will help turn insight into action by bringing together data, AI, and customer engagement.