Case Study: Bennett, Coleman & Co. Ltd. achieves 50% reduction in subscription fulfilment time with Salesforce

Bennett, Coleman & Co Ltd serves up newsworthy customer experiences with Salesforce

Bennett, Coleman & Co Ltd (BCCL), the Times Group behind titles like The Times of India, faced fragmented customer data and stalled processes after an earlier unsuccessful CRM deployment—teams tracked customers on spreadsheets and home‑grown apps, creating siloes that disrupted service and limited visibility. The company needed a unified CRM to standardize processes, improve frontline productivity, and lift the customer experience.

BCCL implemented Salesforce Sales Cloud, Service Cloud, and Community Cloud to automate the ads and subscription lifecycles, give field agents a single source of truth, and extend CRM to its distribution network. Results included halving subscription fulfillment time (50% reduction), payment updates that now occur in minutes, first‑call resolution rising from under 30% to over 50%, about a 2% market‑share gain, and faster, data‑driven leadership oversight via integrated dashboards.

Bennett, Coleman & Co. Ltd.

Rajeev Batra

CIO