Bharat Petroleum appoints Salesforce to manage customer service.

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Salesforce, a CRM service provider appointed by BPCL, is an Indian government-owned Petroleum refineries company to improve their customers and sales activities. Basically, to support their digital transformation strategy.

Salesforce Sales Cloud and Service Cloud have deployed alongside business analytics from Tableau CRM to provide a One BPCL digital experience by digitizing the manufacturing and distribution supply chain.

T. Peethambaran, Executive Director (Digital Business), BPCL, said that they have seven business units addressing the needs of B2C and B2B customers across urban and rural areas while also managing thousands of dealers and distributors. With operations this vast and complex, They need a solid digital platform to achieve a holistic perspective of their customers. That’s where Salesforce comes in. They want to be so insightful to the customer that they can proactively anticipate their needs and delight them at every turn.

Mumbai-based Bharat Petroleum Corporation Limited serving over 8.5 crore families with cooking gas. One crore vehicles tank up from one out of 18000+ BPCL’s petrol pumps. Plus, 50+ airports fuel their aircraft.

The Director (Marketing) and Director (Refineries) of BPCL Arun Singh said that Continuous shift has always been fundamental to BPCL. Digitalization opens up the possibility of collaborative transformation, allowing teams to connect better with their dealers and customers alike. For example, Salesforce allows increased collaboration between their sales and service functions, providing a single view of their customers to deliver an unmatched & hyper-personalized experience.

The Chairperson & CEO of Salesforce India, Arundhati Bhattacharya, said they are excited to continue this journey with India’s BPCL. The oil and gas industry has progressed highly over the past few years to become a digitally fully-fledged industry. They look forward to building a strategic roadmap to help companies such as Bharat Petroleum Corporation Limited drive a genuinely holistic view of customers and enabling them to provide their customers in a truly differentiated way.

Consequently, this deal would help BPCL achieve a unified view of their customers and allow teams to connect one step ahead with their dealers and customers and provide a hyper-personalized experience.

Sachin Arora

Scrum Master and Principal Solutions Architect

"Sachin, a renowned Scrum Master and Principal Solutions Architect at Cloud Analogy, has rich experience when it comes to working on process improvement in a fast-paced environment maintaining high level of quality in all deliverables. Well known in the industry circles for his systematic approach to work and humbleness, Sachin has the ability to oversee, manage multiple projects simultaneously besides documenting and analyzing client requirement and defining a clear scope with appropriate timelines. He has a knack of handling critical escalations and possesses excellent interpersonal skills with demonstrated ability to work in a multicultural, multi-ethnic environment and to maintain effective working relations. Sachin's expertise lies in varied hardware and software environments including Cloud technologies such as Salesforce, AWS, Cloud Foundry & Google App Engine and Mobile. Sachin is always proactively dedicated to his craft and very hard working for his clients. A true professional in every sense of the word! A very grounded personality enables him to lead teams effectively and be of value to all in his network. Sachin has an eye for detail and know how to get things done with the big picture always in his mind."