Fortune 500 company Bharat Petroleum Corporation Limited (BPCL) won last year’s SAP ACE Disruptor Award for Excellence in Customer Experience Management for harnessing SAP cloud software to drive exceptional digital customer experience to its more than 90 million retail and commercial clients across various touchpoints.
The recent DBS Digital Readiness survey involving around 2,600 corporate treasurers, C-suite executives, and business owners entrepreneurs across 13 markets in APAC including Hong Kong, Malaysia, Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam revealed that businesses in the APAC region are continuing on the momentum of digitalisation. In India, one in two of companies surveyed have already slated their digital transformation strategy including those large companies with an annual turnover of over $1 billion equivalent and middle-market companies with an annual turnover of between $200 million and $1 billion equivalent.
Reflecting the massive modernisation of Indian companies, Kulmeet Bawa, President and MD for SAP Indian Subcontinent, stated in an interview with Business Standard that last year was SAP India’s best performance in the firm’s history– achieving triple-digit growth in three out of the four quarters of 2021 and becoming the largest contributor in the customer adoption of RISE with SAP and cloud transition. In line with SAP’s holistic pivot to a cloud company, Bawa aims to grow the company’s cloud business in India by 23-26 per cent in 2022 and reach a €22 billion revenue by 2025.
Modernising CX with SAP Cloud Software
Bharat Petroleum Corporation Limited, one of the leading oil and gas companies in India with a robust network of around 19,000 retail outlets across the country, is among the companies that have recently embarked on a cloud transformation journey with SAP India. Leveraging SAP Commerce Cloud, BPCL launched “Project Anubhav” centred on delivering a unified, world-class customer experience based on convenience, personalisation, and trust.
Rahul Tandon, Head Digital Transformation, BPCL, explained that with innovation and customer-centricity as part of the company’s core values, BCPL prides itself on being an industry leader harnessing cutting-edge technologies to deliver convenient, personalised, and excellent services to customers and stakeholders. Commenting about the partnership with SAP, he said:
“We are elated to partner with SAP India in building the core of our customer engagement platform on SAP technologies which will provide customers with a unified view of all of Bharat Petroleum’s products and services across business units.”
SAP Commerce Cloud is a cloud software solution specifically designed for large enterprises with advanced B2B, B2C, and B2B2C use cases. The modern, scalable e-commerce platform enables companies to build customer loyalty, enhanced customer experiences, and drive growth by simplifying the selling and buying processes.
Through SAP Commerce Cloud, BPCL has enhanced the customer experience by :
- Delivering a personalised and single view of BPCL’s products, programmes, and offerings
- Streamlining customer on-boarding, ordering, payments, fulfilments processes, among many
- Providing a single view of customers across 6 business lines, which enhances the BPCL’s capability to cross-sell, upsell and customise products and services
Rajeev Singh, Vice President, Public Sector & Utilities, SAP India Head, expressed:
“BPCL is powering India’s economy, they carry an innovative and efficient approach towards easing & energising the lives of their customers and welfare of the nation. We are honoured to collaborate with BPCL in its journey to enhance customer experience and also boost the ‘Digital India’ concept at scale.”
