Oilco Implements CRM
By Sonal Desai
Mumbai, Jul 30, 2008

Oilco supplies, installs, commissions and maintains equipment for retail petroleum stations in India.

Some of its customers include Indian Oil Corporation Limited (IOCL), Indian Oil Mauritius Limited (IOML), Indian Oil Corporation Limited Assam Oil Division,

Bharat Petroleum Corporation Limited (BPCL), Hindustan Petroleum Corporation Limited (HPCL), IBP Company Limited, Mangalore Refineries Private Limited (MRPL),

Reliance Industries Limited (RIL), Essar Oil Limited (EOL), Shell India Private Limited.

The company deployed Soffront Customer Service's defect tracking and customer portal in April 2008. The software improves customer satisfaction through an easy to use, online customer portal, allowing customers to enter issues and monitor their resolution through a secure, web-based portal, said Sunil Kumar Bose, executive director for quality and HR at Oilco. "Soffront offered us a robust solution that we could easily customize to meet our unique requirements."

He said that CRM application allows Oilco to better maintain all aspects customer service, particularly problem resolution and service level agreements (SLA). "From a customer standpoint, the software improves customer satisfaction by providing transparency and confidence in our service."

Post installation, Bose said, "Our operations are faster and more streamlined, data handling and storing is more systematic, job allocation and monitoring is easier, and the management of information systems is more authentic."


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