Tech giant IBM stated it has collaborated with Indian Oil Corporation Ltd (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 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 the time to order fulfilment. 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.
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