Salesforce to enhance customer experience for Pothys’ jewellery biz

Retail giant Pothys’ jewellery business – Pothys Swarna Mahal has partnered with Salesforce to enhance its customer experience and streamline operations using Artificial Intelligence (AI)-driven solutions.  

By adopting Salesforce’s Marketing Cloud, Service Cloud, and Commerce Cloud, Pothys Swarna Mahal aims to create a seamless and personalised shopping journey. Customers will get unified experience across various channels, including email, messaging, WhatsApp, video, chat, and social media. The use of AI-powered tools will help the company run targeted promotions, improve customer support, and maintain a consistent experience both online and in stores.

AI-driven service agents will ensure faster responses, while data analytics will support better decision-making. New features such as integrated appointment booking and video-assisted selling will enhance interactions with high-value customers. Additionally, AI-driven surveillance will help improve workforce productivity and service quality.

Ashok Pothy, Founder-Director of Pothys Swarna Mahal said, “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.”

Going forward, 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 for 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.

Salesforce’s AI-powered platform, Agentforce, is also expected to play a role in the evolving retail landscape. By enabling AI agents to handle business functions autonomously, the technology aims to complement human efforts and improve efficiency across various sectors.