Business Challenges
IGL faced significant operational challenges as their customer base expanded rapidly. The traditional service delivery model struggled to keep pace with growing demand, creating bottlenecks that impacted both customer satisfaction and operational efficiency.
Rapidly expanding PNG and CNG customer base created an exponential rise in
service
requests and support dependencies.
Fragmented service channels forced customers to rely on physical centers for
payments, complaints, or updates.
Manual workflows caused delays, administrative inefficiencies, and
inconsistent
service delivery.
Lack of real-time visibility into service operations hindered timely
decisions and
proactive support.
The absence of a single digital touchpoint limited customer satisfaction and
engagement.
Our Solution
Triazine partnered with IGL to build IGL Connect — a unified self-service mobile application that transformed customer experience and modernized service delivery.
Key Business & Technology Initiatives:
Digitized customer journey by enabling end-to-end self-service capabilities
through an intuitive mobile interface.
Integrated with SAP ERP to synchronize billing, payments, and service
request data
in real time.
Launched secure digital payment channels supporting multiple modes, reducing
cash
dependency and manual reconciliation.
Enabled self-meter reading submissions with photo verification to reduce
field
dependency and human errors.
Implemented Azure Cloud Infrastructure for scalability, security, and high
availability.
