Sterlite Copper Celebrates Multiple Wins at Prestigious ACEF Global Customer Engagement Awards Ceremony (April 2024, Mumbai)
Silver - Sterlite Copper - Mobile Marketing - Successful Use of Technology - CuBert - Sterlite Copper
Bronze - Sterlite Copper - Email Marketing - Innovative - Copper Snippets, Copper Infinity, Copper Chronicles - Sterlite Copper
Spokesperson: Meera Haridas (Chief Communications Officer) - Sterlite Copper - Vedanta Resources Limited
Garima Bhatia (Associate Manager - Corporate Communications) - Sterlite Copper - Vedanta Resources Limited
Briefly describe your organization's background and its primary objectives:
Vedanta is a future-focused and growth-oriented company is a fully integrated producer of Oil & Gas, Zinc - Lead - Silver, Aluminium, Power, Iron Ore, Steel, Copper, Nickel, Cobalt, Ferro-chrome, with a fast growing metal recycling capacity, and a broad range of critical minerals. It is amongst the highest contributors to the nation's tax collection efforts by having paid a total tax of USD 32 billion over last 5 years. The organisation is dedicated towards nation-building and is building more than one lakh Nand Ghars to transform the lives of 7 crore children and 2 crore women through its CSR program.
Sterlite Copper, a unit of Vedanta Limited, is one of the leading copper producers in India. Sterlite Copper has units at Silvassa in the Union Territory of Dadra & Nagar Haveli, Fujairah Gold at UAE and Nickel Business at Goa, India. Through its vision of "Sterlite Cares" Sterlite is committed to the highest standards of governance and responsible environmental practices for sustainable development. Sterlite Copper is a winner of several global and national accolades for its Business, Operations, HR, Energy and water conservation, sustainability, and CSR.
For how many years you are participating in ACEF Awards and how many awards did you win in Global Customer Engagement Awards 2024.
This was our first year. We have won in the Mobile Marketing and Email Marketing Categories.
What specific initiatives or strategies did your organization implement that led to winning the Global Customer Engagement Award?
Sterlite Copper has always strived to bring the best-in-class customer experience by leveraging technology and multifaceted digital strategy. "CuBert" the interactive AI chatbot was one such initiative that aims to enhance Customer Experience (CX) and strengthen customer engagement through digital and mobile marketing. This comprehensive approach includes an online buying portal, Metal Bazaar, which simplifies transactions, and CuBert enhances interaction and support. This initiative offers customized user journeys, real-time integration, and extensive customer outreach, significantly enhancing the interaction experience.
The innovative promotion through email marketing - Copper Snippets and Copper Infinity showcased our vision to promote circular economy and engaged customers in innovative content pieces like quizzes, puzzles and factoids. Besides these, social media platforms and educative one-on-one webinars were extremely effective in gaining brand salience and customer adoption.
What measurable outcomes or impacts have resulted from your customer engagement strategies?
Our customer engagement efforts at Sterlite Copper have yielded significant tangible results, including an expansion of our customer base by capturing 20% of the market share. Additionally, we've seen a remarkable increase in online sales through e-commerce, achieving 92% of our total sales in this channel. This surge underscores our success in transitioning to digital platforms, and we are on track to reach our goal of 100% e-commerce sales within the year, reflecting strong customer satisfaction and retention.
In what ways has winning the Global Customer Engagement Award impacted your organization?
Winning the Global Customer Engagement Award is an honour for our organisation and has been a motivation in Sterlite Copper's journey in innovative customer engagement. The Award would be a significant step in our brand positioning.
Can you provide any anecdotes or examples that demonstrate the effectiveness of your customer engagement efforts?
One standout example of our effective customer engagement at Sterlite Copper involved a personalized webinar session designed to address specific client concerns about our products and introduce our Chatbot - CuBert as base metal industry's first AI Chatbot. The session not only resolved their issues but also deepened their trust in our brand.
Besides this, the weekly customised E-flyers through our email marketing campaign Copper Snippets increased our brand's recall value and emphasised its commitment to sustainability and circular economy. We engaged our customers through educative quizzes, puzzles and videos-based content about our green initiatives.
How do you envision leveraging this award in your organization's future marketing and PR activities?
We are excited that this recognition validates our innovative strategies reinforcing our commitment to excellence in customer relations. We believe that the Global Customer Engagement Award will enhance our market positioning and attract new partnerships.
Quotes for press releases regarding your award win:
Meera Haridas - Chief Communications Officer (Copper Sector, Vedanta)
"Our customer engagement philosophy leverages on Vedanta's core values of Trust, Integrity, Respect and Care for our stakeholders. We believe in a harmonious blend of digital solutions, innovation and heartfelt interaction, ensuring that every customer touchpoint is user friendly and builds trust. This balanced approach ensures enhanced customer experience (CX) and efficiency by leveraging the best of technology. This customer commitment sets us apart in the industry, fostering relationships beyond transactions."
Are there any specific angles or themes you would like us to highlight in our PR materials about your organization's achievement?:
Our E-commerce portal, Metal Bazaar (Link: World's largest metals market for buying metals online | Vedanta MetalBazaar) and CuBert (Visit https://lnkd.in/dEuYSzsV or reach out to our Al Specialist CuBert on Whatsapp (+91 8220049820)
Website: Home | Sterlite Copper (A Unit of Vedanta Limited)
Is there any additional information you would like to share about your organization's approach to customer engagement or winning this award?:
To enhance customer engagement, we focussed on truly understanding your customers' needs and expectations. Our sensitive approach to stakeholder feedback has been the core of our customer-centric engagements.
