PETRONAS targets 33% productivity uplift with Salesforce

The PETRONAS journey with Salesforce started with a Service transformation in its downstream retail business, PETRONAS PDB. The results were a heightened customer experience and significant productivity improvements including:

• resolutions increased from approximately 50% to 94%
• 250x reduction in downtime from 500 hours to 2 hours

An appetite to drive more widespread transformation on the Customer 360 platform led to partnership with Salesforce Professional Services to co-create a roadmap for the PETRONAS360 vision. In this video, Chief Digital Officer Aadrin Azly demonstrates how PETRONAS is executing on its vision to deliver:

• $43M in revenue uplift
• 15% reduction in customer churn
• 33% productivity improvement