Salesforce is helping BPCL strengthen its sales and customer experiences. Internally, the platform has been branded as “Sales Buddy” because it acts as a true partner to sales teams, giving them all the data and tools they need to succeed.
Through Sales Cloud, sales officers can capture leads, monitor pipelines, and close deals faster. In an instant, they can pull up the complete details of any customer to understand their expectations, and engage with them more meaningfully.
Since all business units have a shared customer view, it doesn’t matter whom the customer is talking to and on which channel. Their journey at every touchpoint is seamless.
“Customers will no longer see the company as multiple business units, but as one entity, offering them a consistently great experience,” says Peethamabaran.
Cross-selling and upselling are also improving with complete customer visibility. An LPG sales officer can easily identify a potential opportunity in the industrial segment. Or, a fuel station customer can be tagged as a lead for the lubricants business. This way, everyone works towards optimising the company’s share of wallet.
BPCL is also digitising customer interactions through Project Anubhav. An intuitive mobile app enables customers to book an LPG cylinder anytime, anywhere. Meanwhile, the “Urja” website chatbot helps customers find answers to queries quickly and on their terms. These initiatives will also be integrated with Salesforce, enabling BPCL sales and service teams to act quickly and decisively.
“We’re making it easier for customers to do business with us—and their feedback has been resoundingly positive,” says Peethambaram.