Malaysia’s fully integrated energy company Petronas has signed a multi-year, multi-cloud agreement with Salesforce to support its new CRM platform – Petronas360 – for its Downstream business.
Petronas360 brings together customers, partners and employees to provide a single source of truth leveraging artificial intelligence and data. This will pave the way for Petronas to increase collaboration throughout the enterprise for greater efficiency, deliver innovative and sustainable solutions, and tap into new and adjacent markets to create exponential value.
The new platform offers intelligent pricing and provide recommendations to the sales team with co-packaging solutions for customers. It also connects mission critical-systems to drive a new culture around digital engagement between employees and customers.
Sporting an enhanced customer portal for a seamless transacting experience, the new CRM platform will provide analytics and insights leveraging the data generated and enhance overall management of complex sales contracts.
“Against the backdrop of the rapidly changing consumer habits and the shifting energy mix, we are always on the lookout for opportunities to realise greater operational efficiencies, offer personalisation, automation and more to differentiate our offerings,” said Datuk Sazali Hamzah, executive vice president and CEO of Downstream at Petronas. “By harnessing the power of data, Petronas360 will strengthen trust with our customers from one common source and advance our offerings towards greater customer centricity.”
Petronas has been working with Salesforce since 2019 on various digital transformation projects to improve the experience of Petronas customers. Their first projects was the transformation of Petronas call centre in Malaysia.
“The oil and gas industry has weathered many storms before but is now at a transformation point of how it conducts business. For a complex industry, transformation will not come easy but those that are able to make changes to thrive in this new world will build resilience and be well-positioned for growth,” said Sujith Abraham, senior vice president and general manager at Salesforce ASEAN.
