ePIC (e-Platform for Indian Oil Customers)

e-Platform for Indian Oil Customers (ePIC) is an Indian Oil initiative to dramatically enhance the quality of customers' experiences. The tool is an integrated platform for Customer Relationship Management (CRM) and Distribution Management System (DMS).

It envisages a digital platform to execute strategies & provides 360 degree view of customers with integration and standardization of marketing efforts across product lines, better handling of customer service requests, grievances and presenting a unified customer experience across various devices such as mobile phones, tablets and desktop. Enriched customer experience over time converts into customer's loyalty. Automation, modernization of the distributorships, improving digital presence of Partners are among its benefits.

Key Aspects

• As part of the initiative, a single platform delivers the real time basis transactions, technology which is user friendly & is also customer centric to make the customers feel the belongingness to Indian Oil.
• Indian Oil One App (Android, iOS) & customer portal has been provided for taking care of all the customer needs where a customer can register themselves for any Indian Oil services till the feedback on the services.
• Indian Oil For business App & Partner portal has been provided for channel partners to cater to customer & maintain adequate supplies from Indian Oil locations & plan better for any exigencies.

Beneficiary of the Project

It has created 360-degree view of Indian Oil’s customers, has integrated & customized marketing efforts across product lines, providing swifter response to customer service requests, including grievances and presenting a unified customer experience across various access devices such as mobile phones, tablets and desktops.

Source : NCEG