Team siliconindia

• MGL becomes the first city gas distributor in India to implement Salesforce CRM.
• Launches Project PRISM to simplify customer services and streamline operations.
• Phase 1 rollout includes CRM, mobile apps for meter reading and maintenance.

Mahanagar Gas Limited (MGL), a leading natural gas distribution company in India, has taken a big leap in its digital transformation journey by successfully launching Phase 1 of Project PRISM, its Salesforce powered initiative. This makes MGL the first City Gas Distribution (CGD) Company in India to adopt Salesforce, one of the world’s most trusted CRM platforms.

Project PRISM is designed to enhance customer experience, improve service delivery, and boost internal efficiency through digital tools. In this phase, MGL has rolled out a robust Customer Relationship Management (CRM) system, along with the Collect360 app, a meter reading app, and five operations and maintenance (O&M) apps.

Customers can now expect faster, more transparent, and simplified services. These tools will help MGL handle customer interactions more efficiently while automating field operations and maintenance tasks.

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Speaking on the development, Ashu Shinghal, Managing Director of MGL, said, “This milestone sets us apart in the CGD industry. Salesforce gives us the technology backbone to serve customers better and scale up operations with greater agility”. He also acknowledged the efforts of Appstrail, MGL’s implementation partner, and the Salesforce team for their support in making the rollout a success.

With Phase 2 already in planning, MGL aims to build further on this foundation by introducing more customer-focused features and innovations through Salesforce.