IBM has collaborated with the Indian Oil Corporation (IOCL) to transform the latter's customer experience using digital tools.
Around 12,400 IOCL distributors covering about 130 million consumers can now use the IndianOil One mobile app and portal developed by IBM Services.
The IndianOil One mobile app and portal are part of the Indian Oil's Project ePIC, an integrated platform for Customer Relationship Management (CRM) and Distribution Management System (DMS).
This platform ensures real-time updates to inventory, orders and invoices, thereby reducing time to order fulfillment.
Indian Oil can respond more quickly to customer service requests, including grievances using the platform. The platform also presents a unified customer experience across various access devices such as mobile phones, tablets and desktops.