Published on 10-Nov-2007
Validated on 07 Mar 2013
"With the IBM system, our customers can view invoices and monitor product availability whenever they need to. Conversely, our employees spend less time on the phone and can better focus on the task at hand. " - A.K. Kaushik, deputy general manager IT, BPCL
Customer:
Bharat Petroleum Corporation Limited (BPCL)
Industry:
Chemicals & Petroleum
Deployment country:
India
Solution:
Business-to-Business, Enterprise Resource Planning, Information Integration, Information On Demand, Leveraging Information, Transforming Business
Overview
Bharat Petroleum Corporation Limited (BPCL) offers a diverse range of products, including petrochemicals, solvents, aircraft fuel and specialty lubricants.
Business need:
To improve the availability of information to its customers, BPCL needed to change the way it disseminated information.
Solution:
By leveraging IBM WebSphere software, BPCL has transformed customer interactions and become the first petroleum producer in India to offer critical business information in real time via the Web.
Benefits:
• Customer satisfaction survey improves by 50% after implementation.
• Web-based system provides critical information to customers 24x7
• Online billing functionality reduces instances of late customer payments
Case Study
Bharat Petroleum Corporation Limited bolsters customer satisfaction with Web-based, real-time information.
Overview
Bharat Petroleum Corporation Limited (BPCL)
Mumbai, India
www.bharatpetroleum.com
Industry
• Chemicals and Petroleum
Software
• IBM WebSphere Application Server Network
Deployment
Bharat Petroleum Corporation Limited (BPCL) offers a diverse range of products, including petrochemicals, solvents, aircraft fuel and specialty lubricants. To market and sell these products, the company relies on a wide network of petrol stations, kerosene dealers, liquefied petroleum gas (LPG) distributors and lube shops. It also supplies fuel directly to several airlines and hundreds of other industries.
Challenge
As a petroleum producer in India, BPCL serves many large customers, from consumer gas stations to major airlines. Because BPCL’s products are crucial to its customers, they constantly keep tabs on account details, product availability and order statuses. But like many of its competitors, BPCL typically provided this information over the phone, requiring employees to constantly sort through customer files. This process was often time-consuming for customers who were waiting for critical information. To improve the availability of information to its customers, BPCL needed to change the way it disseminated information.
Solution
By leveraging IBM WebSphere software, BPCL has transformed customer interactions and become the first petroleum producer in India to offer critical business information in real time via the Web. Integrated with the company’s back-end enterprise resource planning (ERP) system, secure Web-based applications allow customers to monitor account activity, shipment statuses and product availability. The new solution has also enabled an online billing functionality which reduces phone calls from customers and improves the efficiency of the payment process.
"With the IBM system, our customers can view invoices and monitor product availability whenever they need to. Conversely, our employees spend less time on the phone and can better focus on the task at hand.” — A.K. Kaushik, deputy general manager IT, BPCL
Benefits
• Customer satisfaction survey improves by 50% after implementation.
• Web-based system provides critical information to customers 24x7
• Online billing functionality reduces instances of late customer payments
For more information
Please contact your IBM representative or IBM Business Partner.
Products and services used
IBM products and services that were used in this case study.
Legal Information
© Copyright IBM Corporation 2007 IBM Corporation Global Solutions, Industry Marketing 294 Route 100 Somers, NY 10589 U.S.A. Produced in the United States of America 10-07 All Rights Reserved IBM, the IBM logo, ibm.com and WebSphere are trademarks of International Business Machines Corporation in the United States, other countries, or both. Other company, product or service names may be trademarks or service marks of others. This case study illustrates how one IBM customer uses IBM products. There is no guarantee of comparable results. References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates.