Colombo, 5th November 2024: Salesforce, the #1 CRM, powered by AI technology and capabilities, today, reinforced its commitment to digitally transforming businesses in Sri Lanka, aligning with the country’s 2030 vision for a digital Sri Lanka. Leveraging Salesforce’s cutting-edge innovation around Artificial Intelligence (AI) and automation, Salesforce will revolutionise customer experiences for businesses across industries in Sri Lanka, unlocking significant business value.
In a new era of AI driven experiences, where expectations for products and services are changing, leading Sri Lankan businesses such as – Campus Direct, Cinnamon Hotels, Keells Super, Dilmah Tea, Third Space Global among others are turning to Salesforce to help them create digital strategies that will increase productivity, drive efficiency and revolutionise their interactions with customers. Aligning with Sri Lanka’s 2030 vision of digitally empowering the country for innovation, inclusion and sustainable growth, Salesforce highlighted the value of digital strategies focused on AI, data, and trusted customer relationship management (CRM) practices, fueling innovation across the country’s business landscape.
Salesforce recently launched Agentforce, a suite of autonomous, customizable agents and tools that work side by side with employees and workforce. With Agentforce, any organisation can build, customise, and deploy their own agents quickly and easily, with low-code tools. Agentforce’s limitless digital workforce of AI agents can analyse data, and take action on tasks like answering customer service inquiries, qualifying sales leads, and optimising marketing campaigns.
The Salesforce Platform expands the boundaries of agents, enabling infinite capacity, proactive actions across any role or channel, and context of every customer interaction with powerful capabilities such as: Customer 360, leveraging the full power of applications like sales, service, marketing, and commerce. MuleSoft, is an industry-leading integration, automation, and API management platform, managing 205 billion integration flow monthly executions and 331 billion automation flow monthly executions. MuleSoft can extend Agentforce capabilities by enabling Salesforce developers and admins to leverage their APIs and bring in third-party data. Slack empowers every employee with agentic skills in the flow of work, making it the best place to deploy Agentforce for employee-facing use cases. Users can build and customise employee agents, tap into better context with more relevance, and work side-by-side with agents right where work is already happening in Slack.
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Arundhati Bhattacharya, Chairperson and CEO of Salesforce India, said, “Sri Lanka has made remarkable advances in technology adoption, building a dynamic digital economy that fuels economic competitiveness, job creation, sustainable development, and enhanced service delivery. In line with the government’s vision of reaching a $15 billion digital economy by 2030, supported by a robust digital AI strategy, we are driving value for businesses across the country. We look forward to advancing a thriving, inclusive, and green Sri Lankan digital ecosystem that supports a vibrant, export-oriented economy. This commitment to growth also includes strengthening relationships with more Sri Lankan businesses and empowering them with resources to thrive in the digital era.”
Highlighting the vital role of partners within the Salesforce ecosystem, Ramesh Shanmughanathan, Executive Vice President / Group CIO of John Keells Holdings PLC & Director / CEO of John Keells IT, said, “In Sri Lanka, the opportunity for transformative change across industries is vast and continually evolving due to the growing digital ecosystem that is unlocking remarkable experiences and significant business value. Our partnership will enable us to accelerate our innovation across our value ecosystem, enabling us to enrich and drive exceptional outcomes for our customers.”
Nalaka Umagiliya, Chief Operating Officer of Group Information Technology and Senior Vice President at John Keells Holdings, commented, “Our collaboration with Salesforce represents a pivotal advancement in transforming ongoing CRM, sales, marketing, and loyalty operations at JKH, with a strong focus on enhanced data privacy and customer consent management. With CRM and Loyalty solutions underway at specific subsidiaries of JKH, Salesforce’s innovative technology solutions are empowering us to elevate customer engagement, optimise business processes, and achieve significant efficiency gains across the John Keells Group.”