MNGL – Empowering Customers through a Unified Digital Platform

MNGL
Oil & Gas (CGD / Utility)

Customer Overview

Maharashtra Natural Gas Limited (MNGL), a joint venture of GAIL (India) Limited and Bharat Petroleum Corporation Limited (BPCL), is a leading City Gas Distribution (CGD) company in India. MNGL provides clean, reliable, and environment-friendly CNG and PNG services across Maharashtra and neighboring states. The company's mission is to ensure safety, convenience, and customer satisfaction through innovation and process digitization.

Business Challenges

MNGL faced significant operational challenges in managing customer interactions and service delivery. The traditional approach with manual processes and fragmented systems created inefficiencies that impacted both customer satisfaction and operational effectiveness.

Manual and fragmented customer interactions through helplines and physical centers led to delays in issue resolution and reduced transparency.
Limited self-service capabilities, forcing customers to depend on field staff for billing, meter reading, and connection requests.
Paper-based workflows resulted in operational inefficiencies and longer turnaround times for complaints and service requests.
Lack of centralized visibility across CNG and PNG services hindered customer satisfaction tracking and performance analytics.
Growing customer base required a scalable and reliable system to manage service delivery, payments, and communication in real time.
Business Challenges

Our Solution

Triazine partnered with MNGL to develop a comprehensive mobile and web-based Customer Management Platform, unifying CNG and PNG services under a single, user-friendly digital ecosystem. The solution enhanced customer accessibility, improved operational efficiency, and established transparent communication channels.

Key Business & Technology Initiatives:

All-in-one customer mobile app (Android & iOS) for PNG and CNG users with features like connection management, billing, payments, self-billing, and complaint tracking.
Self-billing functionality, enabling customers to submit meter readings, upload photographs, and generate bills independently with real-time validation.
Digital complaint management, allowing customers to raise, track, and close complaints seamlessly through the app interface.
CNG station locator and savings calculator, improving customer convenience and promoting clean fuel adoption.
Instant online payments with integrated gateways and automated bill notifications for faster revenue realization.
Dynamic content management for MNGL news, safety guidelines, and policy updates accessible directly from the mobile app.
Admin control panel for managing self-billing configurations, user data, notifications, and reports via a centralized dashboard.
Cloud-based infrastructure ensuring scalability, uptime, and secure access for over a million active users.
Our Solution

Results

01

Reduction in Customer Service Turnaround Time

60% reduction in customer service turnaround time, through automation and digital self-service enablement.

02

Improvement in Billing Accuracy

45% improvement in billing accuracy, minimizing disputes and reducing dependency on manual meter readings.

03

Increase in Digital Payment Adoption

35% increase in digital payment adoption, improving cash flow and operational efficiency.

04

Enhanced Transparency

Enhanced transparency, with customers gaining real-time access to bills, service requests, and updates.

05

Decline in Complaint Volumes

Significant decline in complaint volumes, as users resolved common issues through app-based self-help modules.

06

Improved Customer Satisfaction

Improved customer satisfaction scores, driven by convenience, responsiveness, and accessibility.

FAQs

To create a unified, scalable digital ecosystem that simplifies customer engagement, enhances transparency, and promotes faster service delivery across CNG and PNG segments.

It empowered customers to record meter readings themselves, reducing manual workload, eliminating estimation errors, and improving billing accuracy.

It provided a one-stop solution for payments, connection management, complaints, and CNG station access — improving accessibility and satisfaction across all user categories.

The dashboard centralized control of content, billing, and complaint data, enabling faster decision-making, better reporting, and improved compliance.

The platform established a digital foundation for scalable customer engagement, enhanced service reliability, and promoted MNGL’s vision of efficient, sustainable energy delivery.

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