|
Cooking
gas users need not have to wait for days for their new LPG
cylinders or cough up a tip to get one earlier. At least that
is what Hindustan Petroleum Corporation Ltd (HPCL) is hoping
it will achieve post its Jee Haan initiative. Under
this campaign a specially designed mnemonic of an animated
cylinder has been created proclaiming Jee Haan in a
bid to reinforce a strong positive service orientation. The
roll out is to take place in a phased manner, covering 258
distributorships in the cities of Mumbai, Delhi, Kolkata,
Bangalore, Hyderabad and Pune.
Says HPCL director -marketing NK Puri: "The entire concept
of Jee Haan has been launched post analysing the various
options to build a stronger market share and greater mind
recall for HP GAS. The main focus is on customer service,
safety, branding and rural marketing. We are always looking
to bring to our consumers the latest and the best in customer
satisfaction and our latest offerings will make us uniquely
positioned to bridge the gap between our consumers through
cost effective and seamless initiatives."
Adds HPCL general manager & head LPG SBU SV Sahni: "Benchmarking
of services and commitment by HPCL is a step towards total
customer satisfaction. Adding these services with our current
offerings will give us a much bigger canvas to play on since
we will now be able to provide multiple services to the customer,
I am confident this will give a strategic thrust and strengthens
the LPG business."
The company has revamped its LPG service set up to deliver
on its Jee Haan commitment. It has committed that delivery
and installation of refills will take place within 24 hours,
it has extended delivery timings (8 am to 8 pm all seven days
a week), set up a single point contact and single number for
refill booking, customer service enquiries, emergency services
(a four digit single number 1716 across the country can be
used for this purpose). The single number facility is being
introduced in Mumbai first followed by the other cities.
This apart, it has also computerised the entire distributor
network to provide value added services to consumers such
as refill booking through IVRS, internet etc. A special training
module termed as Millennium Distributor has been rolled
out and more than 1,000 distributors covered for re-orientation
of their mindset to meet challenges of competitive scenario.
In order to continuously improve its marketing, it has taken
to benchmarking its initiatives nation wide and it is reaching
out into rural market as the urban domestic market is nearing
saturation at a rapid pace. It is operating two-skid mounted
filling plants exclusively for rural areas and would be shortly
introducing five kg. cylinders. It has also played a leading
role in providing LPG connections under Deepam scheme
in the state of Andhra Pradesh.
Click
here for Archives
|
