Case Study: Godrej Group achieves double-digit online engagement growth and faster social response with Salesforce

Godrej Group Turns Up the Volume on Customer Conversations

Godrej Group, a 128‑year‑old Indian conglomerate with businesses spanning consumer goods, real estate, appliances and agriculture, set a bold 2020 vision to grow revenue tenfold and deepen customer trust. To achieve that, the Consumer Product Group needed a transformational shift from TV-led marketing to real‑time, insight‑driven digital engagement—but lacked visibility into online conversations and was slow to respond to customer issues.

By deploying Salesforce Social Studio (with implementation partner Mirum), Godrej now listens to and analyzes social conversations to tailor content for target groups, escalate issues quickly and respond within 24 hours. The platform is live across 15 brands in India and Indonesia, driving double‑digit growth in online engagement, longer session times and a 20% increase in organic traffic, while improving crisis management and market‑entry insights.

Godrej

Pankaj Parihar

Vice President and Head of Digital Marketing