Abstract

The caselet describes the various e-business initiatives undertaken by the two companies — BPCL and GAIL, in the petroleum industry. The e-business initiatives helped the companies to improve operational efficiencies as well as to offer better services to the customers.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• Importance of e-business
• Impact of e-business techniques on the supply chain operations
• and Impact of e-business initiatives on customer relationship management

Keywords

BPCL, GAIL, Petronet LNG, Reliance Industries, Haldia Petrochemicals, Supply chain, Customer relationship management, Web-enabled system, Marketing, LPG, SKO/LDO dealers, B2C, B2B, E-receivables, E-payments, Video Conferencing, Customer service, Vendor management, Vertical and horizontal integration, Petroleum industry, Suppliers, E-business