Over 7000 businesses have also contacted the Urja Chatbot to initiate interaction with BPCL’s B2B businesses for their needs.
Customers can now engage in real time conversations with Bharat Petroleum through the Chatbot ‘Urja’ on the BPCL website & on WhatsApp, resulting in over 25 crore messages in over 1.3 crore interactions across 13 languages.Implemented in phases, the impact of ‘Project Anubhav’ is already visible:
BPCL’s customer facing field force will now be able to view customer information at a single place, helping them to devote more time in building relationships and new connections with customers. Employees too demand the same experience from the tools used to serve customers. Undoubtedly, this digital transformation will result in more business opportunities to the BPCL channel partners and add value to all stakeholders. With a single view of the customers across business units and through the power of data, the oil and gas major would be able to understand trends and consumption patterns and drive customer solutions across business units. To attract, acquire, and retain customers, Bharat Petroleum is aiming to provide an unified, consistent and touchless self-service experience to its 8.5 crore families consuming cooking gas, over 10,000 I&C customers, and over 1.2 crore vehicle owners who tank up every day at BPCL’s fuel stations. Initiated amidst the Covid-19 pandemic, the digital transformation is aimed to deliver a unified and coherent customer experience, bringing trust, convenience, and personalisation in the delivery of products & services across business units to customers.
These various initiatives will enable customers and other stakeholders to interact with each of Bharat Petroleum’s six business units of: Retail, Industrial and Commercial (I&C), LPG, Lubricants, Gas, and Aviation. The project which aims to enhance the customer experience across all touch points with BPCL, has been well received by customers and other stakeholders making an impact in the initial phase of deployment.īharat Petroleum has chosen Deloitte Touche Tohmatsu India LLP (Deloitte India) as their technology partner for this challenging project to help build, design and implement various customer focussed digital initiatives. Mumbai, 27 October 2021: An ambitious digital transformation project aptly named ‘Project Anubhav’ is underway at Bharat Petroleum Corporation Limited (BPCL).
0 kommentar(er)
