Mahanagar Gas Limited Puts Customers First with Salesforce Adoption — A First in India’s CGD Sector – Indian PSU
Mahanagar Gas Limited (MGL), one of India’s leading natural gas distribution companies, has successfully launched Phase 1 of its Salesforce implementation, becoming the first City Gas Distribution (CGD) company in India to adopt and implement the globally acclaimed CRM platform.
Launched under the name “Project PRISM,” this initiative is part of MGL’s larger digital transformation roadmap, designed to enhance customer experience, streamline internal operations, and ensure greater transparency through advanced digital solutions.
With Project PRISM, MGL customers can now benefit from simpler, faster, and more transparent processes. Phase 1 includes the rollout of a comprehensive Customer Relationship Management (CRM) system, the Collect360 app, a meter reading app, and five Operations & Maintenance (O&M) applications, collectively laying the foundation for next-generation digital customer engagement and operational excellence.
Commenting on the achievement, Ashu Shinghal, Managing Director, Mahanagar Gas Limited, said: “The Go-Live is a major step in our digital transformation journey and establishes MGL as the first CGD company in India to leverage this digital technology for the energy sector. With Salesforce, we are equipping ourselves with tools to serve our customers better, strengthen internal processes, and scale our operations more efficiently. We deeply appreciate the efforts of our implementation partner Appstrail, the Salesforce team, and our core members who worked tirelessly to achieve this milestone.”
Senior management representatives from Salesforce and Appstrail joined MGL in celebrating the Go-Live event. The teams expressed excitement about advancing to Phase 2 of Project PRISM, which will introduce additional customer-centric features and further explore Salesforce’s capabilities to drive innovation and operational excellence in India’s gas distribution sector.
