CSC Collaborates with Salesforce to Revolutionise Grievance Redressal Across Rural India

By
Ravindra Kirti Founder Mojo Patrakar
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Common Services Centres (CSC), a flagship initiative for India’s digital inclusion under the Ministry of Electronics and IT (MeitY), today announced a collaboration with Salesforce, the #1 AI CRM*. The collaboration aims to enhance citizen and Village Level Entrepreneur (VLE) support across rural and semi-urban regions through a unified, AI-powered grievance redressal platform that delivers intelligent and scalable service experiences.

With over 6 lakhs active VLEs, CSC plays a foundational role in connecting citizens with essential public and private services in remote areas. The adoption of Salesforce marks a significant milestone in CSC’s digital transformation journey, aimed at improving resolution timelines, empowering VLEs with modern tools, and fostering greater transparency and trust in citizen services.

Built on Salesforce’s platform, the solution integrates Service Cloud with AI tools such as Einstein Bots for 247 self-service and Digital Engagement to consolidate citizen queries from WhatsApp, email, SMS, and the CSC portal.

Sanjay Kumar Rakesh, MD & CEO, CSC SPV said, “At CSC, our mission has always been to empower citizens and VLEs by bridging the last-mile digital gap. The collaboration with Salesforce is a step forward in building a more responsive, unified, and data-driven grievance redressal framework. By integrating modern tools and AI-led workflows, we are equipping our frontline network with the capability to resolve issues faster, track them transparently, and deliver better experiences to the communities we serve. This is not just a tech upgrade – it’s a shift in how we enable trust in digital governance.”

Arundhati Bhattacharya, President & CEO, Salesforce – South Asia, said, “India’s next leap in digital public infrastructure will be defined by how effectively we can bring citizen services closer to every corner of the country – with speed, scale, and intelligence. Our collaboration with CSC is a powerful example of how AI can be harnessed to transform governance at the grassroots. We are proud to support CSC in empowering lakhs of Village Level Entrepreneurs (VLEs) with the tools to deliver faster, more transparent, and citizen-first services.”

CSC’s collaboration with Salesforce lays the foundation for broader digital public infrastructure. With CSC expanding into areas like wallet services, DigiPay, insurance, and telemedicine, the Salesforce platform provides a future-ready backbone to unify service delivery across functions. Its extensibility, multilingual support, and mobile-first design make it ideal for scaling digital governance across India’s diverse citizen base.

About CSC
Common Services Centres (CSCs) are a strategic cornerstone of India’s Digital India programme, delivering a wide array of public and private services to citizens across rural and remote locations via a nationwide VLE network.

*Salesforce, the #1 CRM, powered by AI technology and capabilities.

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Ravindra Kirti Founder Mojo Patrakar
Ravindra Kirti Founder Mojo Patrakar
http://mojopatrakar.com/
Ravindra Kirti is a well-rounded Marketing professional with an impressive academic and professional portfolio. He is IIM Calcutta alumnus & holds a PhD in Commerce, having written an insightful thesis on consumer behavior and psychology, which informs his deep understanding of market dynamics and client engagement strategies. His academic journey includes an MBA in Marketing, where he specialized in strategic management, international marketing, and luxury retail management, equipping him with a global perspective and a strategic edge in high-end market segments.In addition to his business expertise, Ravindra is also academically trained in law, holding a Master’s in Law with specializations in law of patents, IT & IPR, police law and administration, white-collar crime, and corporate crime. This legal knowledge complements his role as the Chief at Jurislaw Partners, where he applies a blend of legal acumen and strategic marketing.With such a rich educational background, Ravindra excels across a range of fields, from legal marketing to luxury retail, and event design. His ability to interlace disciplines—commerce, marketing, and law—enables him to drive successful outcomes in every venture he undertakes, whether as Chief at Jurislaw Partners, Editor at Mojo Patrakar and Global Growth Forum, Founder of CircusINC, or Chief Designer at Byaah by CircusINC.On a personal note, Ravindra Kirti is not only a devoted pawrent to his pet, Kattappa, but also an enthusiast of Mixed Martial Arts (MMA) and holds a Taekwondo Dan 1. This active lifestyle complements his multifaceted career, reflecting his discipline, resilience, and commitment—qualities he brings into his professional relationships. His bond with Kattappa adds a warm, grounded side to his profile, showcasing his nurturing and compassionate nature, which shines through in his connections with clients and colleagues.Ravindra’s career exemplifies versatility, intellectual depth, and excellence. Whether through his contributions to media, law, events, or design, he remains a dynamic and influential presence, continually innovating and leaving a lasting impact across industries. His ability to balance these diverse roles is a testament to his strategic vision and dedication to making a difference in every field he enters.
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