John Keells Holdings Expands Salesforce Partnership to Drive Customer Experience Across Retail and Automotive
John Keells Holdings PLC (JKH) has strengthened its collaboration with global customer relationship management (CRM) leader Salesforce to accelerate customer experience transformation across its retail and automotive businesses in Sri Lanka. The expanded partnership will enable Keells Supermarkets and John Keells CG Auto to leverage data, artificial intelligence (AI), and automation to deliver more personalised, connected, and intelligent customer experiences.The initiative reflects JKH’s broader digital transformation strategy, creating a scalable customer engagement platform that can support future growth across the Group’s diverse business portfolio.
Keells Nexus to Deliver Smarter Customer Engagement
At the centre of the partnership is Keells Nexus, one of Sri Lanka’s largest loyalty programmes, with a membership base exceeding two million customers. Through Salesforce’s customer engagement technologies, Keells Supermarkets will integrate customer transactions, shopping behaviour, preferences, and interactions into a unified platform, enabling highly personalised promotions, loyalty rewards, and customer communications.
The retailer is deploying Salesforce Loyalty Management, Data 360, Marketing Automation, MuleSoft, and Agentforce Service to create real-time customer insights and strengthen engagement throughout the customer lifecycle. This transition is expected to move Keells beyond traditional loyalty rewards towards a more personalised and data-driven retail experience.
John Keells CG Auto Enhances the Vehicle Ownership Journey
John Keells CG Auto, the authorised distributor of BYD passenger vehicles in Sri Lanka, is also expanding its use of Salesforce technology to modernise customer engagement across the automotive lifecycle. Using Salesforce Automotive Cloud, the company will connect customer interactions from pre-sales and vehicle purchases through after-sales service, maintenance, and ownership.
The unified platform will streamline vehicle inventory management, improve customer intelligence, and enable intelligent automation, helping the business deliver more consistent and contextual customer experiences as it expandBuilding a Scalable AI-Powered Customer Experience Platform
JKH says the collaboration is designed to support its long-term vision of creating connected and personalised experiences across multiple business sectors. By combining AI, CRM capabilities, and trusted customer data, the Group aims to transform customer insights into meaningful actions while building a digital foundation that can be extended across its wider operations.s its presence in Sri Lanka’s growing new energy vehicle market.
Salesforce highlighted that modern customers expect seamless experiences regardless of the industry or service they interact with. The partnership with JKH demonstrates how enterprises can activate customer intelligence across retail and automotive touchpoints, using AI and automation to strengthen customer relationships and drive sustainable business growth.
Driving the Next Phase of Digital Transformation
The expanded collaboration underscores the growing role of AI-powered CRM platforms in Sri Lanka’s enterprise landscape. By integrating customer data, automation, and intelligent services across retail and automotive operations, John Keells Holdings and Salesforce are laying the groundwork for a more connected, customer-centric digital ecosystem that supports innovation, operational efficiency, and long-term growth.