Only available in
Bahasa Indonesia
PGN Digital Transformation for Customer Experience

Bima Krisna Noveta

Aug 13, 2021
2 minutes read

Article Banner



Subholding Gas PT Perusahaan Gas Negara Tbk (PGN) stated that improving customer-focused business culture is important because customer satisfaction is one of the important reasons for making decisions. This makes PGN continue to ask for input from customers to create a better customer experience.

PGN has had the PGN Register application since 2015 with the aim of making it easier for customers to register for gas subscriptions. Then in 2016 PGN launched the PGN Mobile application with features of natural gas billing information, PGN's natural gas infrastructure, SPBG locations, and other features. PGN is committed to providing a better customer experience through digital transformation to build a digital system starting in 2021.

The digital system to build digital transformation and improve customer experience includes simulation of natural gas energy costs, gas billing information, technical service requests, partnership information, PGN product co-branding, and PGN contact center response time which is less than 8 hours. It doesn't stop there, PGN also cooperates with several online payment channels such as Tokopedia, Link Aja,, Dana, and Gopay. Then the PGN Contact Center is also prepared to serve 24 hours and is open to criticism and suggestions.

Not only PGN Mobile but there is a PGN Rely On which is used for online registration and reporting of the gas process, which can be monitored in real-time which will be sent via SMS. Furthermore, there is the PGN Partner application which contains reporting on activities in the field for complete transparency and documentation. PGN also launched Gas Data products with various advantages for Sinergi customers (commercial and industrial) supported by real-time gas usage information.

Another product is Gas Deposit, where the gas that has been paid for but has not been used can be stored for a period of 6 months for Sinergi customers. There is also a Multi-Destination Scheme (Muldes), which is an accumulation of contract volumes for companies that have one parent company so that they can get flexibility in gas absorption volumes for various locations.



Was this article helpful? Sign in to give your rating.
Overall Rating
Rating Count