How EPAM Systems is Driving Digital Transformation with Salesforce

Salesforce has revolutionized the way businesses interact with customers, and its GenAI solutions are taking this to the next level. To understand the impact of these technologies on Indian businesses, DataQuest sat down with Siba Padhy, a seasoned expert and Head of Salesforce Business at EPAM Systems.

The Future of Customer Experience in India

Can you explain your approach to leveraging Salesforce for digital transformation at EPAM Systems?

Salesforce, with over 25 years in the business, has evolved from a core sales solution to a comprehensive digital transformation platform encompassing sales, service, marketing, commerce, and various workflow areas.

Our goal at EPAM is to stay ahead of the competition by utilizing Salesforce’s expansive product offerings, including its vertical solutions tailored for industries like financial services, healthcare, and automotive.

AI has been integral to Salesforce since 2016, enhancing efficiencies in customer interactions. With the introduction of GenAI and the Einstein GPT suite, Salesforce is significantly improving employee efficiency and customer experiences.

For example, the recently launched Agentforce automates repetitive tasks, allowing more complex interactions to be handled by AI, which results in a seamless customer experience.

At EPAM, we combine our consulting expertise with technical knowledge of Salesforce to deliver transformative solutions across industries. We are particularly focused on leveraging Salesforce's GenAI offerings, integrating them with our accelerators to help clients enhance automation and self-service capabilities quickly and effectively.

How do you foresee AI agents transforming the business landscape in India?

The growth of agent technology, accelerated by the adoption of tools like ChatGPT, is reshaping the market. Salesforce’s Agentforce enables clients to create customized agents for specific needs, enhancing customer service and streamlining operations. For instance, in contact centers, AI can handle common queries, improving customer experience by reducing the reliance on human agents.

In India, we are developing solutions tailored to local markets, such as tools for healthcare providers and financial advisory services. As India emerges as a global technology hub, the integration of AI solutions will be crucial for businesses to stay competitive.

What key Salesforce trends do you see shaping the future of enterprise solutions?

GenAI is undoubtedly a major trend, allowing businesses to configure agents for diverse challenges without extensive development time. Salesforce's unique position as a leading SaaS provider means organizations can quickly implement solutions that enhance customer interactions across various industries. Expectations for customer experiences are rising, and companies must leverage data and AI to meet these demands.

Salesforce’s capabilities in managing customer interactions—from marketing to service—create a powerful ecosystem for delivering relevant, timely solutions through AI.

How do you view the partnership between EPAM and Salesforce in terms of business growth and revenue potential? Can you share specific figures regarding Salesforce's

EPAM employs around 3,500 Salesforce experts globally, positioning us uniquely to deliver end-to-end solutions. Our comprehensive approach—from strategy to technology—has led to successful transformations for clients across various sectors, including retail and pharmaceuticals.

We expect our global Salesforce practice to double in size over the next three to four years, alongside significant growth in our Salesforce expertise in India.

How many of your Salesforce clients have integrated AI capabilities like Einstein AI, and what measurable improvements have you observed?

Approximately 50% to 70% of our clients utilize some form of AI solutions from Salesforce. For instance, we helped a major client enhance contact center efficiency by 33% through AI-driven knowledge article recommendations. Additionally, by implementing AI-based lead scoring, we reduced the time salespeople spend on administrative tasks by over 50%.

Our focus is on developing solutions that leverage both generic AI and Salesforce AI to ensure that the right information reaches employees at the right time, significantly improving operational efficiency.

What’s your footprint in India regarding Salesforce and EPAM Systems? What are your future plans for services here?

Currently, in India, we focus on three key areas for Salesforce. First, we have a Center of Excellence (CoE) for technology expertise, delivering global solutions. Second, we operate a Customer Innovation Hub, where we explore innovative approaches to solve customer challenges. Third, we are committed to developing solutions and accelerators right here in India.

Looking ahead, we plan to tap into the Indian market to address local customer needs, particularly in the two areas I mentioned. Expect to see our go-to-market presence strengthen in the coming months, enhancing our technology and business process capabilities in India.

Can you share any specific use cases?

One prominent use case is in financial advisory. We’re also working with healthcare providers to enable them to analyze data for identifying adverse effects of treatments—something that isn’t typically part of patient interactions. Additionally, we see significant potential in the contact center space. By leveraging the Agentforce solution and EPAM accelerators, we can greatly improve service delivery for Indian customers across banking, financial services, and other sectors.