GASCO’s Digital order-to-cash platform showcases acceleration beyond the digital inflection point

Agile innovation-powered holistic customer engagement and experience platform recognized by  Middle East Technology Excellence Awards

Whilst the National Gas & Industrialisation Co. (GASCO) has spearheaded digital transformation along multi-stakeholder paradigms, it has kept its eye on the prize: the Order-to-Cash process. Digitalisation of this cross-functional business process represented an integral part of the company’s intelligent core. The automation enabled by the core provided a future-ready foundation for advanced planning, extended enterprise, cognitive computing, and disruptive innovation. GASCO assessed that going beyond the core and accelerating beyond the digital inflection point were crucial to digital success.

Buoyed by the tremendous response to omnichannel ordering, the company deployed a holistic customer engagement platform to transform the Order-to-Cash process by introducing multiple systems of innovations, which are integrated and harmonised to enable seamless processing and a differentiated customer experience.

“Incremental innovation has great traction in a value-optimized environment, and we have been able to embrace agility at scale to make rapid strides in our digital journey," says Fahad Ibn Ateeq, GM, Technology and Transformation at GASCO. “Multiple systems of innovation require harmonized fulfilment of diverse use cases, but no less important is site reliability engineering and security of our entire hybrid IT environment”

Omnichannel ordering, represented by a multichannel approach that includes web, IVR, mobile, chatbot, and automated (sensors, AI), is integrated with the CRM system, enabling straight-through self-service. The ‘Chatbot’, as a piece of self-service information, transaction, and support channel, is fully integrated with GASCO’s website, WhatsApp, and mobile app channels. 

In turn, the CRM system is integrated with the ERP back-end for credit verification and order management. Non-credit customers who are required to settle payment immediately, are provided with multiple payment channels, including SADAD, STCPay, Apple Pay, and Pay Fort 

A soft Point of Sale (POS) solution for payment on delivery transforms any smartphone into a merchant POS terminal, thereby improving convenience and experience for its customers and field workforce. The solution boosts mobility in transactions by enabling acceptance of payments from cards and mobile wallets through a swift, intuitive, and contactless checkout process.

GASCO’s supply to non-bulk customers utilises a large network of 2200 distributors located countrywide To transform the way of doing business with the distributors, which currently relies on manual paper and semi-automated processes, the company launched a Distributors Portal that provides a full range of individualised supply chain management services besides onboarding and master data management of network members. The portal is a one-stop platform for GASCO distributors to conduct business digitally and enhance collaboration.

Fahad added that our joint teams enjoy augmenting our digital core with cutting-edge SaaS and on-premise apps as this endeavour has a strategic impact. 

GASCO’s solutions have been recognised by the Middle East Technology Excellence Awards for winning the Digital - Oil & Gas category. The prestigious awards programme honours outstanding companies in the region that have made exceptional contributions in the pursuit of technological innovation in their respective industries.