Business Challenges
AGL faced significant challenges in managing customer engagement across PNG and CNG services. Fragmented processes and limited digital touchpoints created inefficiencies that impacted customer satisfaction and operational effectiveness.
Fragmented customer experience across PNG and CNG services created service inconsistencies and lowered satisfaction.
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.
Absence of unified digital touchpoints made it difficult to manage customer communication and data effectively.
Growing customer base demanded scalable systems capable of real-time service access and self-service enablement.
Our Solution
Triazine partnered with AGL to design and deploy a unified digital customer engagement platform that simplified service management, enhanced communication, and improved transparency across the entire customer lifecycle.
Key Business & Technology Initiatives:
Seamless digital onboarding for domestic and commercial customers through secure registration and OTP-based authentication.
End-to-end PNG connection management, enabling users to apply for new connections, upload KYC documents, and track approval status online.
Integrated CNG station locator with live availability, pricing, and map-based navigation for better refueling convenience.
Digital billing and payments, allowing users to submit self-meter readings, access billing history, download invoices, and complete instant transactions.
Complaint and support portal for real-time issue tracking, faster resolution, and transparent communication.
Customer engagement hub to deliver safety advisories, offers, and updates directly to users.
SAP integration for real-time data synchronization across billing, payment, and service operations.
Cloud-based infrastructure ensuring platform scalability, uptime, and performance reliability.
