Shyam Motwani, Business Head of Locks & Architectural Solutions, Godrej Enterprises Group, talks about the launch of the Godrej Service CRM — a major step toward redefining after-sales service in the smart home and locking solutions space. In this interview, he shares the vision behind the platform, its key features, and how it reflects Godrej’s commitment to delivering seamless, tech-enabled customer experiences.
Congratulations on the launch of the Godrej Service CRM. Could you share the vision behind this new platform and what inspired its development?
Thank you! The vision behind the Service CRM by Locks & Architectural Solutions business of Godrej Enterprises Group is rooted in our deep commitment to building not just smart products, but smart customer experiences. As the demand for connected living grows in India, service expectations have also evolved. We realised that a true home safety solution does not end at the lock & it extends to after-sales support that is seamless, responsive, and tech-enabled. The Service CRM was developed to unify our entire service ecosystem across the country and to deliver unmatched convenience to our customers. We wanted a platform that reflects our belief: that our responsibility begins not ends at the point of purchase.
How does the Service CRM aim to revolutionize after-sales service, particularly in the smart home and locking solutions segment?
Smart home consumers today expect more than just a product; they expect prompt service, real-time updates, and proactive care. The Service CRM revolutionizes after-sales by offering a unified digital experience across more than 200 service centres, serving over 2 lakh customers in 6,500+ pin codes. Whether it’s a traditional mechanical lock or an advanced IoT-based solution, the platform ensures consistent and efficient service. Through automation and data intelligence, it streamlines operations and allows us to deliver the kind of service modern homeowners expect quick, easy, and always accessible.
Could you elaborate on the key features like real-time tracking, faster turnaround, one-touch complaint registration, etc.?
The Service CRM is built to enhance transparency and convenience. It enables one-touch complaint registration, ensuring that service requests can be logged quickly, without any friction. With a smarter allocation system, our turnaround time has significantly improved. In essence, it brings the same intelligence and responsiveness to service that customers have come to expect from our smart products.
What are the key advantages this platform offers for both customers and Godrej as a brand?
For customers, the key advantage lies in ease and reliability. Whether they’re using a digital lock or a door closer, they will now experience consistent service across channels and regions. Real-time tracking, reduced wait times, and proactive communication are just a few of the benefits. For Godrej, this is a strategic move it helps us build long-term customer trust, increases retention, and strengthens brand equity. It also creates an infrastructure that can support our ambitious growth targets, aiming to double our revenue to ₹2,500 crore by FY28 from over ₹1,200 crore in FY25.
5. What role does AI, automation, or analytics play in this new service ecosystem?
Automation is at the heart of the Service CRM. The platform uses intelligent routing to assign service requests to the nearest available technician, reducing response time. Predictive analytics will help us anticipate issues based on user behaviour and product data. In future phases, we plan to integrate more proactive service alerts and self-help diagnostics. This data-driven approach not only enhances efficiency but also allows us to personalise the service experience, creating meaningful customer touchpoints.
Can customers access it through mobile/web or the Godrej apps? Any multi-language support planned, etc.?
Yes, the Service CRM will be integrated with our existing mobile and web platforms, making it accessible to all users. We are also working on enabling multi-language support to serve India’s diverse consumer base more inclusively. The goal is to offer a frictionless experience, regardless of where a customer is located or what language they speak.
If there’s anything additional you would like to share with our readers, we’d be happy to include that as well.
We would like to emphasise that this is not just a tech upgrade, it is a shift in philosophy. The Service CRM represents a bold new era where service is no longer reactive, but a part of the core brand experience. In an industry where products are becoming smarter, after-sales service must keep pace. With the Service CRM, we are delivering on our promise to make every Godrej Enterprises Group’s interaction before and after purchase a reason to trust.
