“Smart Line” for customers to reach BPCL
10 Feb 2015 | BPCL Update
With the launch of BPCL Smart Line (1800 22 4344) on the 05th of February 2015, BPCL has finally taken the much required giant leap in the field of customer engagement. Smart Line is our first All India, All SBU customer contact center.
This state of art facility was kicked off with lots of zeal and fanfare amidst dignitaries from SBUs and CUBE core team. The official kick-off for BPCL Smart Line was organized in the presence of Mr. Milind S Patke (Team Leader Project CUBE), Mr. Suresh Nair (DGM Sales, LPG HQ), Mr. Nitin Kulkarni (Business Information Manager Lubes HQ), Glenn Francis (Sr. Manager Mktg. Services I&C HQ) and CUBE team members at Hexaware Office on 5th Feb’15.
Today the contact center has come a long way from its inception and pilot launch by Mr. K K Gupta (Director Marketing) in July 2013 to its current avatar. The Customer Care System that was initially flagged off at only 14 BPCL First Locations has now become the single largest contact point for BPCL’s consumers. It was aimed to provide a single window for customer’s concerns, queries or feedback and then provide necessary inputs to our field staff so that they can resolve them quickly and effectively.
BPCL wishes to raise the bar of excellence in the area of customer feedback and hence Project CUBE team worked upon enhancing the experience of our end consumers through a single BPCL Helpline number. The BPCL Smart Line will act as a critical link for communication with customers who are presently moving to competitor’s facilities without complaining. Such Interactions will uncover the areas required for improvement by us. Over a period of time the action taken based on these interactions and requests will help us improve our level of customer satisfaction, resulting in reduction of complaints and increased customer loyalty.
The BPCL Smart Line 1800-22-4344 is expected to set a new benchmark in customer service and support amongst the OMCs and the onus lies on all of us to live upto the tag line for BPCL Smart Line – “Ek Call Sab Solve”