At a glance
The engagement
About the client
Aavantika Gas Limited
Aavantika Gas Limited, a joint venture between GAIL (India) Limited and Hindustan Petroleum Corporation Limited, is a leading City Gas Distribution company serving customers across Madhya Pradesh. AGL is committed to operational excellence, sustainability and innovation in providing CNG and PNG services as part of India's clean energy transition - and as its customer base grows, the digital experience it offers is as much a part of that commitment as the gas network itself.
The business challenge
Fragmented PNG and CNG journeys, demanding one digital front door.
AGL faced significant challenges managing customer engagement across its PNG and CNG services. A fragmented customer experience across the two service lines created inconsistencies and lowered satisfaction, while manual processes for billing, service requests and complaints slowed response times and strained back-office efficiency. Limited transparency in application and payment tracking reduced customer engagement and trust.
The absence of unified digital touchpoints made customer communication and data difficult to manage effectively - and a growing customer base demanded scalable systems capable of real-time service access and self-service enablement. The platform brief was a single digital front door for every customer interaction, synchronised with AGL's core systems in real time.
What Triazine Software built
Every customer interaction, one platform - synchronised with SAP.
Triazine Software built AGL Connect as a unified digital customer engagement platform - onboarding, PNG connections, billing, CNG locator and complaints, all SAP-synced in real time.
From first registration to live connection, entirely online
Domestic and commercial customers onboard digitally through secure registration with OTP-based authentication. End-to-end PNG connection management lets users apply for new connections, upload KYC documents and track approval status online - replacing the opaque, paper-driven application journey with one a customer can follow step by step from their phone.
- OTP-secured onboarding - domestic and commercial customers registered digitally
- Online PNG applications - apply, upload KYC and track approval status end to end
- Transparent by design - every application stage visible to the customer
Business impact: The application black box became a tracked journey - transparency customers can see, and trust built at the first interaction.
Bills paid in-app, readings self-submitted, stations found live
Digital billing and payments let customers submit self-meter readings, access billing history, download invoices and complete instant transactions. For vehicle users, an integrated CNG station locator shows live availability, pricing and map-based navigation - turning refuelling from guesswork into a routed decision.
- Self-meter readings - submitted in-app, feeding the billing cycle directly
- Instant payments - billing history, invoice downloads and immediate transactions
- Live CNG locator - availability, pricing and map navigation per station
Business impact: Digital payment adoption rose 25% - cutting cash handling and manual reconciliation with every transaction that moved online.
Complaints tracked in real time, everything synced to SAP
A complaint and support portal provides real-time issue tracking, faster resolution and transparent communication, while the customer engagement hub delivers safety advisories, offers and updates directly to users. Underneath it all, SAP integration synchronises billing, payment and service operations in real time, and cloud-based infrastructure ensures scalability, uptime and performance reliability as the customer base grows.
- Real-time complaint tracking - status visible to the customer through to resolution
- Engagement hub - safety advisories, offers and updates pushed directly
- SAP real-time sync - billing, payments and service operations on one data truth
Business impact: Customers and internal teams read the same real-time data - billing accuracy up, back-office effort down 30%.
Business outcomes
Faster service, digital payments, one customer ecosystem.
Verified outcomes only - programme metrics from AGL Connect at Aavantika Gas.
◈For customers
Customer service turnaround time fell by 40%, and satisfaction rose - reflected in higher engagement and fewer service complaints. Real-time application, payment and complaint tracking gave customers the transparency the legacy journey lacked, with automated communication keeping them informed at every stage rather than leaving them to chase updates.
◎For AGL operations
Digital payment adoption increased by 25%, reducing cash handling and manual reconciliation, and the unified customer ecosystem delivered a 30% efficiency gain in back-office processes. SAP integration keeps billing, payment and service data synchronised in real time for customers and internal teams alike - on a scalable cloud foundation ready to support expanding user volumes across multiple regions.
Technology landscape
A cloud platform with SAP at its core.
Built as one customer engagement stack for onboarding, connections, billing, CNG locator, support and SAP synchronisation.
Enterprise security & compliance
Built for secure, compliant energy operations.
A CGD customer platform handles identity documents, payment transactions and service records for a growing customer base - data that must be protected at capture, in transit and at rest, with every transaction reconciled against the operator's core systems. AGL Connect was built to those obligations from the start.
OTP-based authentication secures every customer session; KYC documents flow through a verified digital application process; SAP integration keeps billing and payment data on a single governed truth rather than parallel ledgers; and cloud infrastructure delivers the uptime and reliability a utility's customers depend on. Triazine Software's delivery processes are governed by CMMI Level 3 certification.
Customer Authentication
OTP-based secure registration and session authentication for all customer accounts.
Identity & KYC
Digital KYC document upload within the governed PNG application workflow.
Transaction Integrity
Instant digital payments synchronised to SAP in real time - no parallel ledgers, no manual reconciliation gaps.
Availability & Reliability
Cloud-based infrastructure engineered for scalability, uptime and performance as user volumes grow.
Compliance-ready foundation
Secure authentication, governed data flow and transaction integrity built into the platform from the start - not configured after delivery.
OTPSecure sessions
Registration and authentication for every customer account.
KYCGoverned identity
Document upload inside the PNG application workflow.
SAPSingle data truth
Billing and payments synchronised in real time.
CMMI L3Enterprise delivery
Disciplined development, quality assurance and governance.
Beyond go-live
The fourth platform in the Aavantika Gas partnership.
AGL Connect joins AGL Kavach, AGL Vipatra and AGL Sanchika as the fourth platform in Triazine Software's partnership with Aavantika Gas - together covering customer engagement, safety compliance, financial operations and administrative governance across the company. The scalable digital ecosystem is built to adapt to new services, higher user volumes and future innovations in customer engagement as AGL's network grows.
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