2024-25 Integrated Annual Report

DOWNLOAD REPORT

Investor Relations

adanigas.com

×

Social - Customer Delight

Strengthening customer relations: seamless service and engagement

At ATGL, we focus on delivering true ‘Consumer Delight’ by prioritising seamless gas supply and continuous engagement.
Home / ESG / Social – Customer Delight
We embrace both digital innovation and direct engagement to elevate the customer experience. By combining targeted digital outreach with proactive on-ground campaigns, ATGL has successfully expanded its customer base while delivering exceptional service to its customers.

Key Linkages

SDGs
Material Topics
M1 M9 M13 M15 M19 M22
Capitals
Associated Risks
R1 R3 R5 R6 R7 R8
Strategic Priorities
S4 S5

Key Performance Highlights for FY 2024-25

9.63 lakhsConsumers

1.43 lakhs from FY 2023-24

₹4.47 croreSpent on customer delight initiatives
100%Consumers onboarded digitally
98%Digital revenue received in all consumer transactions

Customer Satisfaction

Particulars FY 2021-22 FY 2022-23 FY 2023-24 FY 2024-25 Target for FY 2025-26
Customer satisfaction percentage 80 85 73 82* 85
Percentage of customers
covered through engagement survey		 0.38 0.13 0.23 0.11* 0.15

*internal CSAT survey carried out

Customer Focus Areas

  • Ensuring 24x7 continuous safe supply of gas
  • Ensuring highest safety standards
  • Continuous customer feedback and improvement
  • Digitalisation for enhanced customer experience
  • Timebound grievance redressal and after sales services

Customer Value Proposition

  • Faster gas delivery
  • Multi-fuel solutions via CNG outlets
  • Moderating gas price fluctuations in volatile markets
  • Advocating responsible gas pricing with government stakeholders

Multi-channel Engagement throughout Consumer Lifecycle

  • Emails, online surveys, including customer satisfaction survey
  • Online grievance and feedback mechanism
  • Customer meets, reports and brochures
  • Website, AdaniGas Mobile App and social media platforms
  • Customer delight centres & 24x7 call centre
  • Promotional and digital campaigns

Reaching to Customer Doorstep

Digital Innovation to Elevate Consumer Experience

ATGL enhances customer experience through multiple digital initiatives, prioritising customer satisfaction, operational excellence, and making services seamless, accessible, and customer-centric.

Seamless Service Digitalisation
  • Achieved 100% online name transfer and digital registration for DPNG (Domestic Piped Natural Gas) services
  • 98% digital revenue collection from payments via various online channels
Customer Convenience Initiatives
  • Launch of a cloud-based SAP-integrated IVRS to streamline customer interactions
  • 62% of tickets managed via digital platforms such as the app, website, and IVRS
  • 59% emergency calls and 30% of total calls handled through IVRS
Enhanced Self-Service Capabilities
  • Introduction of self-service kiosks, with 19% utilisation
  • 11% of customers now utilise self-billing for DPNG services
Customer Journey Enrichment
  • MCMP (My Customer My Pride 2.0) and Customer Coach 2.0 Programmes to strengthen relationships by amplifying customer engagement
  • “PPA - My AdaniGas Mobile App” simplifies customer journeys and boosts digital service adoption, with 307K app downloads in FY 2024-25
Effective Communication and Automation
  • Email automation and AI-based chatbot systems delivering prompt information and resolutions to customers
Efficient Refund and Request Handling
  • 85% of refunds processed via mobile app, reflecting the success of digitisation efforts
  • 43% of service requests registered digitally, enhancing operational efficiency
Marketing and Community Engagement
  • Digital Drive Campaigns at high footfall locations and social media promotions via influencer along with the webinar sessions covering important topics such as:
    • Safety precautions for PNG usage
    • Advantages of switching to PNG
    • Available discount schemes and offers
  • Digital marketing through collaboration with society visitor apps by publishing advertising to generate new leads of DPNG connections

Digital Touchpoints - Growing Digital Tree of ATGL

CASE STUDY

Digital Campaigns through Society Visitor Approval Platforms

Initiative
  • Collaborations with popular society visitor approval apps like My Gate and No Broker Hood for targeted customer outreach
  • Launched digital campaigns at residential societies in East and West Ahmedabad zones
Implementation
  • Strategic placement of promotional material at society’s key entry points, including lifts and gates
  • Visual campaigns showcased ATGL’s DPNG offerings to drive interest and generate leads
Impact
  • Increased visibility in residential clusters, effectively targeting high-potential audience for new DPNG connections
CASE STUDY

Launch of Doorstep CDC (Customer Delight Campaign)

Objective

Deliver on-site customer experience, generate new DPNG leads, and ensure doorstep customer service

Execution
  • A dedicated mobile van with ATGL branding was deployed to visit residential societies
  • Notifications about the visit schedule were sent via WhatsApp, ensuring customers were informed in advance
Activities
  • Lead generation for DPNG connections
  • Resolution of customer queries
  • Promotion of ATGL’s digital service platforms
Outcomes
  • Strengthened ATGL’s footprint in key residential areas
  • Enhanced customer satisfaction with personalised service delivery and real-time resolution of service issues

Ensuring Timely Access to Gas for Our Consumers

Managing Uninterrupted Gas Supply

  • Resilient structure for consistent gas supply
  • Strong contract-based ties with key suppliers

Managing Gas Demand through Key Partnerships

  • Contracts with Gas Authority of India Limited and Indraprastha Gas Limited for allocation and delivery of Administered Pricing Mechanism (APM) Gas, in compliance with the guidelines from Ministry of Petroleum and Natural Gas (MoPNG)
  • Contract as well as spot-basis purchase of RLNG from diverse sources, for consumers in the non-priority segment comprising commercial and industrial PNG sectors
  • Procurement of natural gas through agreements with Bharat Petroleum, Exploration (Alpha) Limited and Reliance Industries Limited
  • Short and medium-term RLNG contracts with Gas Authority of India Limited and Gujarat State Petroleum Corporation Limited, having price linkages with Henry Huband Japanese Crude Cocktail, for diversification and cost-optimisation
  • Gas supply and purchase agreements of intent for the RLNG procurement or domestically produced gas for consumers in the non-priority segment

Managing Volatility in Gas Prices

  • Short and medium-term contracts to moderate the impact of purchase price fluctuations in spot contracts
  • Alternative strategies such as hedging, to manage gas costs and shield cashflows from RLNG spot price volatility

Read more under BRSR-Principle 9

Commencement of ATEL Contact Centre Operations

ATGL CD Team on momentous occasion of Shri Pranav Adani Ji’s birthday i.e. August 9, 2025, commenced ATEL contact centre operations. Overseeing 24x7 call centre support for ATEL customers.

Video Contact Centre (“Seamless Interaction, No matter the distance”)

Adani Total Gas (ATGL) aims to enhance customer interaction by allowing customers to connect or schedule virtual meetings with our customer care team, providing them with an additional channel to resolve their queries. We have identified a growing need for more personalised and convenient customer support options. Implementation of a video contact centre to improve the overall customer experience. This will reduce the customers waiting at our customer delight offices and empowered customers to solve their queries from their home only. Further reducing the carbon footprint due to vehicle emissions by ~59 MT, significantly contributing to our sustainability goals.

Customer Coach Programme 2.0

As part of our continuous efforts to enhance customer awareness and engagement, ATGL launched the Customer Coach Programme 2.0 in 2024. This initiative aims to educate customers about Piped Natural Gas (PNG) services, safety guidelines, and the benefits of adopting digital solutions for seamless gas service management.

Key Objectives

  • Educate customers about PNG services, including installation, safety, and benefits
  • Promote digital adoption through the My AdaniGas application and online platforms
  • Generate new Domestic PNG (DPNG) leads by engaging with potential customers
  • Encourage participation in webinars by providing valuable insights and exclusive discount schemes

Programme Highlights

  • The Customer Coach Programme 2.0 was executed through physical events and online engagement, ensuring a broad reach and impact

1. Live Demonstrations

  • Mock setups were created at event venues to demonstrate PNG services and showcase the ease of use and safety features

2. Digital Platform Promotion

  • Customers were introduced to the My AdaniGas application, enabling them to manage their services online, access bills, and raise service requests conveniently

3. Webinar Registration & Lead Generation

  • Customers were encouraged to register for webinars, where they could learn about safety guidelines, benefits of PNG, and discount schemes
  • The programme also focussed on generating new DPNG connection leads through interactive engagement

4. Webinar Content & Awareness Drive

The webinar sessions covered important topics such as:

  • Safety precautions for PNG usage
  • Advantages of switching to PNG
  • Available discount schemes and offers

5. Customer Rewards & Engagement

  • As part of the engagement initiative, gift distributions were organised for lucky customers who attended the webinar sessions
  • Additionally, the programme was extensively promoted through social media and community outreach to maximise participation

Event & Webinar Schedule

  • Physical Events: June, July, August 2024
  • Webinar Sessions: August 2024

Digital Drive Programme

Social – employees
Social - Occupational Health and Safety