Salesforce partners with CSC to modernize complaint resolution in rural India
In a strategic move to enhance digital governance, the Common Services Centres (CSC) under the Ministry of Electronics and IT (MeitY) has collaborated with Salesforce, a leading technology company. This collaboration aims to unify service delivery across various sectors, not just limited to grievance redressal.
Sanjay Kumar Rakesh, MD & CEO of CSC SPV, expressed that this partnership is a significant step forward in building a more responsive, unified, and data-driven grievance redressal framework. The collaboration aims to deliver intelligent and scalable service experiences through an AI-powered platform.
Salesforce's AI-driven CRM platforms, such as Sales Cloud, Service Cloud, Marketing Cloud, and Agentforce, are instrumental in this transformation. They enable seamless integration and automation of service workflows, reducing manual efforts and turnaround time on citizen requests. Real-time data insights and AI assistance are provided to frontline agents, enhancing the accuracy and speed of service delivery.
Moreover, these tools facilitate better training and onboarding of service representatives, leading to improved customer satisfaction and retention. Additionally, Salesforce supports digital skills development through industry-academia collaborations, fostering a digitally empowered workforce capable of sustaining CSC digital initiatives.
The collaboration extends to the development of a broader digital public infrastructure. The Salesforce platform serves as a future-ready backbone for unifying service delivery across CSC's functions. It offers multilingual support, making it accessible to citizens across India, and is designed with a mobile-first approach, ensuring ease of use for citizens.
The Salesforce platform integrates Service Cloud with AI tools such as Einstein Bots for 24/7 self-service and Digital Engagement to consolidate citizen queries from multiple sources. This collaboration is a significant milestone in CSC's digital transformation journey, aimed at improving resolution timelines, empowering Village Level Entrepreneurs (VLEs) with modern tools, and fostering greater transparency and trust in citizen services.
Arundhati Bhattacharya, President & CEO of Salesforce - South Asia, stated that this collaboration is a powerful example of how AI can be harnessed to transform governance at the grassroots. The collaboration is not just a tech upgrade, but a shift in how CSC enables trust in digital governance.
CSC currently has over 6 lakh active VLEs, and the collaboration aims to empower them with the tools to deliver faster, more transparent, and citizen-first services. As CSC expands into various sectors such as wallet services, DigiPay, insurance, and telemedicine, the Salesforce platform offers extensibility, making it suitable for scaling digital governance across India's diverse citizen base.
In summary, the Salesforce collaboration enhances CSC's digital transformation by delivering AI-powered CRM solutions that automate and personalize citizen interactions, equipping agents with smarter workflows, and fostering an ecosystem of digital skill development critical for sustained rural and semi-urban service improvements.
- The strategic collaboration between CSC and Salesforce is aimed at delivering intelligent and scalable service experiences through an AI-powered platform, unifying service delivery across various sectors beyond grievance redressal.
- Salesforce's AI-driven CRM platforms, such as Sales Cloud, Service Cloud, Marketing Cloud, and Agentforce, are instrumental in this transformation, enabling seamless integration and automation of service workflows, reducing manual efforts and turnaround time on citizen requests.
- This collaboration extends to the development of a broader digital public infrastructure, with the Salesforce platform serving as a future-ready backbone for unifying service delivery across CSC's functions, offering multilingual support, mobile-first approach, and integrating Service Cloud with AI tools for 24/7 self-service.
- As CSC expands into various sectors such as wallet services, insurance, and telemedicine, the Salesforce platform offers extensibility, making it suitable for scaling digital governance across India's diverse citizen base, empowering Village Level Entrepreneurs (VLEs) with modern tools, and fostering greater transparency and trust in citizen services.
