Avantika Gas – Transforming Customer Energy Access

AGL Connect
Oil & Gas (CGD / Utility)

Customer Overview

Avantika Gas Limited (AGL), a joint venture between GAIL (India) Limited and Hindustan Petroleum Corporation Limited (HPCL), is a leading City Gas Distribution (CGD) 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.

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.
Business Challenges

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.
Our Solution

Business Results

01

Reduction in Customer Service Turnaround Time

40% reduction in customer service turnaround time, improving operational responsiveness.

02

Increase in Digital Payment Adoption

25% increase in digital payment adoption, reducing cash handling and manual reconciliation.

03

Enhanced Customer Satisfaction

Enhanced customer satisfaction, reflected in higher engagement and fewer service complaints.

04

Improved Transparency and Accountability

Improved transparency and accountability through real-time service tracking and automated communication.

05

Unified Customer Ecosystem

Unified customer ecosystem resulting in a 30% efficiency gain in back-office processes.

06

Scalable Digital Foundation

Scalable digital foundation ready to support expanding user volumes across multiple regions.

FAQs

To enhance customer convenience and transparency by creating a unified, mobile-first platform for managing PNG and CNG services.

By providing real-time visibility into applications, payments, and complaints, while simplifying service requests and digital transactions.

Improved response times, higher customer satisfaction, and increased digital engagement across all service categories.

It ensured seamless data flow, improved billing accuracy, and provided real-time access to information for both customers and internal teams.

By establishing a scalable digital ecosystem that can adapt to new services, higher user volumes, and future innovations in customer engagement.

Know about Other Case Study

Triazine partnered with IGL to build IGL Connect — a unified self-service mobile application that transformed customer experience and modernized service delivery.

IGL Connect

Indraprastha Gas Limited (IGL) is one of India's largest natural gas distribution companies, serving millions of households and vehicles across Delhi-NCR through its PNG and CNG network. To improve service accessibility and operational efficiency, IGL aimed to digitize customer engagement through a unified self-service platform.

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