Keells Holdings Deepens Salesforce Partnership for Enhanced Customer Experiences

Sri Lanka's largest conglomerate, John Keells Holdings PLC (JKH), has deepened its collaboration with Salesforce to enhance customer experiences across its retail and automotive businesses. The partnership will enable Keells supermarkets' loyalty program, Keells Nexus, to deliver personalized engagement to over two million members.

Keells Super is leveraging Salesforce's Loyalty Management, Data 360, Marketing Automation, MuleSoft, and Agentforce Service to unify customer transactions, behaviors, preferences, and interactions. This allows the company to turn customer insight into action and provide more tailored experiences that deepen loyalty and drive engagement.

In the automotive sector, John Keells CG Auto 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 for more contextual and consistent customer experiences.

Ramesh Shanmuganathan, EVP & Group CIO at JKH, stated that the experience economy is the next frontier of differentiation, and the partnership with Salesforce brings together data, AI, and customer engagement to turn insight into action. Osanda Warnekulasooriya added that personalisation must be relevant, timely, and trusted, and Salesforce enables them to better understand their customers and make every interaction more useful.