Customer Story – Liquigas Malta
Liquigas fuels stronger customer connections and drives faster sales with Salesforce.
iMovo’s implemented Solutions
Liquigas Malta Limited is a joint venture company between Multigas Limited, a Maltese company in the business of industrial gases, and Liquigas Spa, the largest supplier of Liquefied Petroleum Gas (LPG) in Italy, in which SHV Energy (a privately held Dutch company that is the largest supplier of LPG in the world) has a shareholding.
Liquigas Malta was established in October 2008 following the privatisation of the government-owned Gas Division of Enemalta Corporation. Today the company is the largest supplier of LPG in Malta, in LPG-filled cylinders, bulk LPG (for hotels, industry, and large domestic use), as well as Auto Liquigas since May 2012, introducing autogas in Malta as a cheaper, cleaner and safer alternative to unleaded petrol.
The gas energy sector although regulated, is undergoing constant change, and companies like Liquigas need to improve and adapt to new work practices in order to thrive in such a competitive and dynamic landscape. As the market for gas in Malta for domestic and commercial (e.g. hotels, restaurants, etc.) is relatively small and also quite seasonal for the domestic, Liquigas has long recognised the need to diversify and enhance its services so as to respond to demand in an efficient and effective manner whilst maintaining its position ahead of the competition – especially on the basis of quality of service and safety, which are the principal hallmarks of the company.
To take the guesswork out of meeting evolving expectations, the energy company needed to get closer to thousands of local consumers and enterprise customers. Through the implementation of Salesforce, Liquigas is now on the road to becoming a truly customer-centric organisation.
“To achieve our long-term goals, we needed a platform that gives us 360-degree visibility of our business and customers and the agility to react to the ever-changing energy landscape.”
Liquigas has been a leading operator in the field of supply and distribution of LPG gas for a number of years after it successfully participated in the privatisation of what was previously a state-run monopoly. It supplies thousands of households in Malta and Gozo through its relationship with a number of distributors and business partners who provide the delivery service to homes and businesses.
Liquigas has a business-to-business (B2B) division, mainly in the supply of LPG in bulk to hotels, industries, restaurants, sports organisations, large homes, and other bulk users of gas.
The energy provider had always wanted to take steps to nurture customer relationships with both its bulk and domestic customers but was not equipped well enough in terms of a customer data solution to do so. This was further complicated by the reality on the ground that most of the domestic customer relationships were by and large owned by the distributors. That said, Liquigas started to interact with domestic customers through its phone and web channels as well as its call-centre team. Furthermore, given the safety requirements, the commercial customers also started interacting more frequently with Liquigas directly.
Building stronger relationships and boosting customer loyalty will help Liquigas to continue to grow as its industry adapts to a low carbon world. “Sustainability is a huge issue, and we need to be prepared to react quickly to changing customer expectations while still meeting their needs today,” said Muscat. “With Salesforce, we can respond more rapidly to market changes and offer a richer customer experience.”
Disclaimer: All product and company names herein may be trademarks of their respective owners. To the best of our knowledge, all details were correct at the time of publishing; this information is subject to change without notice.