Go Back
Bharat Petroleum Oil and Gas | APJ SAP Commerce Cloud
Oil and Gas
Bharat Petroleum Corporation Limited (BPCL) is a Fortune 500 oil refining, exploration, and marketing PSU with a Maharatna status, operating two of India's largest refineries.
32 Million Online bookings since inception 2X Digital Payments Increase since the new app in comparison to the previous one 20% Increase In App approval ratings 10k New Enrollments In the new centralized system
Headquarters India
Products Oil refining, exploration & marketing
Web Site
Featured Partner Deloitte Touche Tohmatsu India LLP
Bharat Petroleum
Business Challenges • Challenges in providing a delightful customer experience for their customers and channel partners • Relied on multiple homegrown systems to serve customers where each business unit communicated with customers in silos, fracturing the customer experience • Multiple loyalty programs across businesses with minimal or no personalization, lack of omni-channel service/self service, no single loyalty currency across the businesses, no product bundling or subscription options available, and lack of digital marketing Customer Benefits • Connected the customer journey seamlessly across all routes to market including B2B, B2B2B, B2C and B2B2C, and digitized the entire process of customer on-boarding to fulfilment • Customers can carryout self service in all the programs in a variety of ways with many new features and improved processes • Identify customers affiliation to services across programs, which then can be analyzed and acted upon “We have launched “Project Anubhav” (Anubhav means experience in Hindi) where we want to create an exceptional and consistent customer experience underpinned by three foundational pillars - Convenience, Personalization, and Trust. The key deliverable under this project is to integrate all customer facing activities of BPCL through SAP Commerce Cloud as the central unified platform which will be used to deliver a single view and one-stop solution for all kinds of customers and at the same time deliver exception customer convenience and personalization to customers consistently.
Rahul Tandon Head Digital Transformation (Project Anubhav) Bharat Petroleum Corporation Limited
Read the Innovation Story
© 2024 SAP SE or an SAP affiliate company. All rights reserved.
Made with FlippingBook flipbook maker