JSW Steel ‘s new CHRO faces a packed boardroom. Siloed sales teams chase leads manually, while frustrated customers wait days for order updates. Talent gaps stall the shift to customer-centric steel delivery—until HR steps in with bold moves.
What Drives EX-CX Linkage at JSW Steel?
Strong employee experiences fuel top customer outcomes. JSW Steel links HR talent strategies to Salesforce-powered CX, slashing onboarding from days to minutes.
New CHRO Sandeep Batra and Shilpi Sharma lead this charge. Batra drives talent and culture for JSW Steel. Sharma heads learning, development, and DEI group-wide.
Parth Jindal calls it essential for scale. Their expertise builds teams ready for 2025 steel trends like green production and personalization.
Why Does JSW Steel Need HR-CX Alignment Now?
Steel demands evolve fast. Customers expect real-time tracking amid urbanization and EV booms.
JSW Steel shifted from plant-centric to customer-first ops. MuleSoft integrates 32 systems via 120+ APIs for seamless orders.
HR fills gaps. Batra’s 30+ years in talent across IT and aviation sharpen leadership. Sharma’s 20 years in L&D boost inclusion.
This duo powers JSW’s 35.7 MTPA capacity growth to 43.5 MTPA. They ensure frontline teams deliver on Salesforce promises.
How Does JSW Steel’s Salesforce Stack Power CX?
Salesforce Sales Cloud unifies leads and orders. Reps grew contact lists 78% and tracked engagements up 71%.
Customer data quality jumped 67%. Converted leads hit 3.07% of sales volumes—up from 0.03%.
JSW Sambandh portal serves 1,600+ customers. They track shipments, ledgers, and MoUs self-serve. Reps save 20-30 minutes daily.
Service Cloud handles complaints across 14 plants. Aikyam platform extends this group-wide for steel-cement cross-sell.
MuleSoft orchestrates ERP-CRM flow. Inventory syncs real-time, cutting costs and delays. API calls surged 52% to 7.2 million yearly.
What Role Does New HR Leadership Play in CX Delivery?
Batra steers people agendas for Steel and corporate. He focuses on effectiveness, capability, and future-ready orgs.
His army background and Adani tenure honed productivity. Now he empowers line managers for better EX.
Sharma drives learning architecture and succession. She reports to Batra, pushing DEI across businesses.
From Welspun and NSE, she builds inclusive cultures. JSW’s myJSW app already streamlines HR via mobile.
Town halls and “Coffee with HR” boost engagement. Digital HR cuts redundancies, aligning talent with CX tools.
Key Insights
- Salesforce lifted JSW leads to 12,000+, driving sales growth.
- MuleSoft’s 99.7% uptime enables on-time orders.
- HR digital shift via Darwinbox ties performance to customer NPS.
- DEI sessions at JSW Odisha foster diverse frontline teams.
- 2025 steel trends demand EX for green steel and AI personalization.
Common Pitfalls in HR-CX Silos—And JSW’s Fixes
Silos fragment journeys. Sales chases manual data; HR misses CX feedback loops.
JSW fixes this. Pre-Salesforce, onboarding took two days. Now under one minute via ERP sync.
Pitfall Table
| Issue | Impact | JSW Fix |
|---|---|---|
| Scattered Data | Poor personalization | 360° customer view on Salesforce |
| Talent Shortages | Delayed innovation | Batra’s talent plans for digital natives |
| Low Engagement | High churn | Sharma’s L&D and town halls |
| Manual Processes | Cost overruns | MuleSoft APIs automate order-to-cash |
| DEI Gaps | Biased service | Group-wide inclusion agenda |
Steel peers lag. Many stick to blast furnaces; JSW eyes net-zero by 2050 with empowered teams.
How Can CX Leaders Replicate JSW’s EX-CX Model?
Start with integration. JSW’s PwC partnership built agile CRM-HR flows.
Build self-service first. Portals cut calls; feedback loops refine service.
Tie HR metrics to CX KPIs. Track engagement against NPS lifts.
Scale via APIs. JSW’s composable tech handles growth spikes.
Actionable Takeaways
- Audit silos: Map sales-HR data flows in one workshop.
- Hire cross-sector CHROs like Batra for agility.
- Launch mobile HR apps; aim for 80% adoption in 90 days.
- Integrate CRM-ERP; target 50% admin time cut for reps.
- Roll DEI training; measure via inclusion surveys quarterly.
- Build self-serve portals; onboard 20% customers in month one.
- Sync talent plans to CX goals; review bi-annually with leadership.
- Pilot APIs for one process; scale to full order cycle next quarter.
FAQ
How does JSW Steel’s new CHRO impact customer experience strategies?
Batra aligns talent with Salesforce ops, boosting productivity for personalized steel delivery.
What CX gains came from JSW’s Salesforce-MuleSoft integration?
Order fulfillment sped up with real-time inventory; sales volumes from leads rose 100x.
Why prioritize DEI in manufacturing CX like JSW?
Diverse teams cut biases, lift engagement, and innovate for global clients.
How can steel firms fix EX gaps for 2025 green trends?
Upskill via L&D like Sharma’s; link to sustainability KPIs.
What metrics prove JSW’s HR-CX linkage works?
78% contact growth, 67% data quality boost, 1,600+ portal users.
Can smaller CX teams copy JSW’s Aikyam platform?
Yes—start with Sales Cloud for unified views, add APIs gradually.
