Business EconomyPosted at: Oct 6 2025 7:35PM


Mahanagar Gas Limited adopts customer-centric approach with Salesforce adoption, first in India’s CGD sector

Mumbai, Oct 6 (UNI) Mahanagar Gas Limited (MGL) has successfully launched Phase 1 of its Salesforce implementation, becoming the first city gas distribution (CGD) company in India to adopt and implement the platform, an official statement said today.
'Salesforce Implementation' refers to customizing, configuring and integrating the Salesforce Customer Relationship Management (CRM) to meet a specific business's unique goals, processes and requirements.
It is launched under the name ‘Project PRISM’, which aims to enhance customer experience, streamline operations, and enable greater transparency through cutting-edge digital solutions.
Speaking on the occasion, Ashu Shinghal, Managing Director of Mahanagar Gas Limited, said, “The Go-Live is a major step in our digital transformation roadmap, and has helped MGL set a benchmark as the first CGD company in India, to leverage this 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 appreciate the efforts of our implementation partner Appstrail, the Salesforce team, and our core team members who have worked tirelessly to achieve this milestone.” Shinghal added.
With the help of Project PRISM, Mahanagar Gas Limited consumers can now expect a simpler, faster, and more transparent process.
Phase 1 of the Project PRISM includes implementation of a Customer Relationship Management (CRM) system, the Collect360 app, a meter reading app, and five operations and maintenance (O&M) applications, laying a strong foundation for digital customer engagement and operational excellence.
Senior management from Salesforce and Appstrail joined MGL in celebrating the go-live event. The teams expressed excitement about advancing to Phase 2 of Project PRISM, highlighting plans to roll out additional customer-focused features and explore new ways to leverage Salesforce’s platform to drive innovation and operational excellence, the statement added.
Mahanagar Gas Limited (MGL) is one of the largest city gas distribution (CGD) companies in India, and GAIL (India) Ltd is its promoter.
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