IVRS & SMS facility simplifies Indane LPG refill booking - Indane Gas
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Vol. 11 | Issue No. 1 | April - June, 2011
IVRS & SMS facility simplifies
Indane LPG refill booking
Inside :
Sadhukhan Brothers: Customer is a top priority
Maruti Service Station: Supporting environment-friendly endeavours
Cactus Lily Enterprises: Where there is a will, there is a way
Cover Story
IVRS & SMS facility simplifies
Indane LPG refill booking
IndianOil has launched the newly enhanced Automated Unified System (AUS) of refill booking for its Indane LPG cooking gas
customers in Delhi, Kolkata, Chennai, Bangalore, Hyderabad, Lucknow, Chandigarh, Kochi, Noida, Ghaziabad and Patna from
March 5, 2011. The system is expected to be extended to 25 more cities in due course of time. This multimodal system,
designed to make refill booking faster, simpler and more efficient, enables customers to book refills round-the-clock through
IVRS and SMS. Read more about this unique customer initiative.
Why new system ? What is the new system ?
O ne of the biggest areas of concern for LPG customers is
registering their requests for refill cylinders with the T he new system is an IndianOil initiative to introduce
simpler ways for customers to book for their Indane gas
LPG refill. The system is provided and maintained by M/s. IDEA
distributors. While analysing the data on the complaints being
received by the oil marketing companies (OMCs), it has been Cellular Ltd. The two modes of refill bookings introduced are:
observed that a major chunk of them pertain to refill booking A. IVRS (Interactive Voice Response System): Indane gas
and non-receipt of acknowledgement for bookings made. To customers are being facilitated with a 24 x 7 IVR system,
effectively address this issue, it was required to have a system of where they can call up from a landline/mobile and book for
registering the booking for new refills and providing a a refill or register their complaints.
registration number as acknowledgement without any manual
intervention. B. SMS (Short Message Service): This too is a 24 x 7 facility
where Indane customers can send an SMS from their
Traditionally, Indane customers were required to register their mobile phone to register for the service and subsequently
requests for sourcing LPG cylinder book for refills.
refills either through telephone
What are its features ?
or a personal visit to the
distributor's premises. As the • Refill booking can be done round-the-clock, seven days a
technology progressed, the week (24 x 7) since it involves an IVR system receiving the
IVRS system of refill booking request and not the traditional manual system.
booking emerged as an • It circumvents the problems faced by customers sometimes
ideal option. to be of finding the distributor's telephone lines busy (especially
introduced. during rush hours, with many customers trying to contact
the distributor at the same time).
• The system provides a computer-generated serial number
of booking, which can be used to track the status of
bookings also.
• Customers can make the booking through either mobile or
landlines. If the booking is received through a mobile, SMSs
are sent back to the customers on confirmation of booking,
cash memo preparation and delivery.
• In case the customer registers his/her personal telephone
number, the booking procedure gets further simplified.
• For customers who are personally approaching the
distributorship, a separate fixed wireless phone (FWP) is
provided in the premises for doing the booking at the
distributorship free of charge. The distributor's staff also
helps in making such bookings.
• Besides, the system provides an indication to the customer
on the likely date of delivery of the refill.
• By doing a computerised booking, manual intervention
and chances of errors are nullified. The system registers the
bookings on first-come first-served basis.
pRERNA | April-June 2011 3
Cover Story
How to book for a refill using the new system? What are the advantages to the customer?
E very city where the system has been introduced has been
given a unique IDEA number for the customers to call up.
SMSs in the prescribed format can also be sent to the same
1. The customer is sure about his/her booking since he is
provided with the booking reference. He/she can make a
query on the status citing the number anytime after
number. booking
2. If the customer has not got the refill but has received a
Using IVRS message that refill has been delivered, such customers can
contact / complain about non-delivery of the refill.
• While using the IVR system for the first 3. This method can check wrong deliveries of refill and to
time, dial the unique Idea some extent help in arresting diversion.
number for your city from 4. Booking for the refill is possible 24x7 now
your landline / mobile and
proceed with the following To ensure proper functioning of the IVR system, clear
steps as guided by the voice instructions are available for Indane distributors and service
response. providers.
• Select the language options ---
> enter the phone number of Process Flow
you distributor with STD code ---
> enter your consumer number -- Step1
-> select from the options for
booking refill ---> the system would
provide you the reference for refill
booking besides prompting you to
T he customer calls the unique IDEA number of his area that
gets routed to the IVR server. He/she chooses the options
(fresh booking or status enquiry) and keys in the Consumer No.
register your phone number for future On accepting the refill booking request, the IVR system
transactions.
announces the booking number twice to the consumer and the
• For booking of refills subsequently, registered users can
dial the same number from their registered phone number call is terminated. The entire transaction can be completed
and select an option through the interactive mode for a) within 40 seconds.
refill booking b) registering complaint or c) for status of the
previous booking. If refill booking is opted for, the system Step 2
would respond with the reference number for refill
booking.
Using SMS
T he IVR system, after generating the booking number, sends
an SMS (with refill booking number, Consumer No. And
the consumer's telephone number) using IDEA GSM network
to the respective distributor's PC through a data card attached.
• If the customer is using SMS facility for The data is then saved in a database file (password protected)
the first time, then SMS IOC < created in the PC. About 4 to 5 refill bookings can be clubbed
STD Code + Distributor's and sent as a single SMS from the IVR system to the distributor's
Te l . N u m b e r > PC in a batch process. Suitable software installed in the PC
to enables insertion of the booking number (SMS) directly into the
the unique Idea number for
basic IndSoft software handling the business process.
your city. For example, in
case the distributor's telephone
Step 3
number in Delhi is 26024289
and consumer number is
QX00827C, SMS shall be sent as
follows: IOC 01126024289 O n validation of the booking as acceptable by IndSoft, an
automated SMS from the distributor's PC using the data
card is forwarded to the consumer (WLL/mobile number) "Your
QX00287C. For subsequent
bookings, send SMS IOC to the same IOCL Gas Refill booking is accepted, booking number 38173
number. dated 13.06.2008"
Using FWP Step 4
• Indane customers can also walk into the distributor's
premises and book for a refill through the Fixed Wireless
Phone.
W henever cash memo is prepared or a delivery done, an
automatic message will flow to the registered customer
informing him/her of the same.
4 pRERNA | April-June 2011
Cover Story
For proper functioning of the IVR system, the LPG distributors inform the support team for PI_IOCL_Client_module
have to ensure that reinstallation/restoration.
• The IDEA USB modem is never removed from the port to Issues
which it is connected
• The path of IndSoft is not changed
• The Consumer No. has only alphabets/integers and no
special characters
B eing a shift to a computerised system, like any other similar
systems implemented, some inconvenience may be faced
by a marginal section of the LPG customers in the initial period.
• The IndSoft and PI_IOCL_Client_module is always the However, once implemented in full and all the customers get
latest version. The current IndSoft Version is 11.2.4 dated used to such advanced and progressive systems, the chances of
errors inherent to manual systems will get eliminated, which
28.03.11. will help in better customer service and satisfaction.
• Ivrpatch.exe has been executed after upgradation to the
For further support, the LPG distributors are free to contact our
latest version of IndSoft V11.2.4. support centres on the following numbers or email ids:
• The PI_IOCL_Client_module shows no errors and "SMS
State Email Id Contact No.
Sent" and "SMS Received" count show increase during the iocl_ap_support@prutech.in
Andhra Pradesh 8590192325
working time Tamil Nadu iocl_tn_support@prutech.in 8590047001
• The application PI_IOCL_Client_module is not stopped Karnataka iocl_kar_support@prutech.in 8893133613
other than for day-end operation of IndSoft. Ensure that it is West Bengal iocl_wb_support@prutech.in 9847283482
Uttar Pradesh iocl_up_support@prutech.in
re-started after the day-end operation.
Bihar iocl_bh_support@prutech.in 9656958639
• Ensure backup of the installation directory of Punjab iocl_pb_support@prutech.in
PI_IOCL_Client_module before doing any formatting Delhi/Noida/Ghaziabad iocl_del_support@prutech.in
9947698128
of the system. After the reinstallation of IndSoft, please Kerala iocl_ker_support@prutech.in
LPG truck crew averts a fire mishap
T he crew of Indane LPG cylinders truck no.
JK02S9237, Mr. Pradeep Singh and Mr. Sonu,
swung swiftly into action bravely to avert a major fire
type fire extinguisher from their truck and tackled the fire. The
extinguisher was successful in putting out the flame even
before arrival of the fire brigade. Everyone present thanked
mishap at a house situated on the busy highway that connects and appreciated the extraordinary efforts of these two brave
Satwari to RS Pura in Jammu soldiers.
area on May 14, 2011. For their
act of bravery, Mr. RK Arora, This achievement was the result
General Mgr. (I/c), Punjab of the regular hands-on training
Himachal and J&K, felicitated on safety imparted to the truck
the duo in a special function. crews at Indane Bottling Plant,
Jammu and the efforts put in by
The SHO of Satwari Jammu the plant officials in enforcing
reported a fire caused by a LPG the regular maintenance &
cylinder at the house. proper upkeep of the fire
Immediately, the local police extinguishers carried by the
stopped the traffic on the trucks.
Mr. Tejpal Dahiya, Plant Mgr., Jammu BP, flanked by both the truck crew
usually busy highway to contain members Mr. Pradeep Singh and Mr. Sonu.
the accident and avoid any Mr. Tejpal Dahiya, Plant Mgr.,
further damage due to fire. Sr. Jammu LPG Bottling Plant, a fire
police officers, Mr. Rajeshwar Singh, SP, Jammu (City- South) & safety engineer has been imparting 'hands-on training' to
and Mr. Sameer Gilani, SHO, Satwari Police Station, reached workers and truck/tanker crews on safety. Fire drills are also
the spot, along with the police force. regularly conducted at many locations to train employees and
students of many schools and institutions.
However, while the crowd waited for the fire brigade to arrive,
an Indane LPG cylinders truck no. JK02S9237 reached the spot Kudos to the Jammu LPG Bottling Plant team for maintaining
and the truck crew comprising Mr. Pradeep Singh and Mr. high standards of training on 'fire & safety' and thereby is
Sonu noticed the fire incident and promptly offered to combat ensuring the safety of innocent lives and property. Like they
the fire. The crew picked up the Dry Chemical Powder (DCP) say, 'safety is a cheap and effective insurance policy'.
pRERNA | April-June 2011 5
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