Modernizing Fuel Retail Service Ecosystem

Background

One of the largest energy companies in the region partnered with Tata Elxsi to embark on a digital transformation journey. The initiative was driven by the need to create a smart, connected, and inclusive platform that could streamline fuel delivery, fuel stations, digital payments, and regulatory compliance under one unified ecosystem.

Amid the growing adoption of smart energy and increasing demand for data-driven services, the company aimed to enhance operational efficiency, customer engagement, and service scalability. This transformation was central to its strategy of becoming a future-ready leader in the evolving energy distribution landscape, offering seamless digital experiences to diverse stakeholders across the value chain.

Challenges

Modernizing a fragmented energy retail network posed several critical challenges. The client needed to unify disparate systems to improve visibility into fleet performance, payment risks, and inventory—without disrupting ongoing operations. Manual processes and siloed data limited real-time decision-making, reducing overall agility.

With the rapid rise in digital solutions, the client required a scalable infrastructure capable of supporting millions of users. This had to be built with multilingual support and intuitive stakeholder engagement to drive adoption across diverse personas—including drivers, dealers, transporters, and customers.

Integration with enterprise systems like GST, SAP, and CRM was essential to streamline workflows, ensure secure transactions, and enable accurate fuel demand forecasting. Creating a seamless digital experience while meeting regulatory, operational, and usability goals was key to maintaining competitiveness in a fast-evolving market.

Solution

Tata Elxsi designed & developed an AI-led microservice architecture based digital platform that unified fleet operations, order management, invoicing, compliance, and customer engagement. A mobile-first experience was designed for dealers, fleet owners, and transporters, with multilingual support and an intuitive UX.

Real-time tracking, smart route planning, and driver monitoring improved delivery efficiency and reliability for fleet owners. An Open API framework facilitated seamless integration with GST, SAP, and CRM systems, automating workflows and improving reporting accuracy.

Smart wallet services enabled secure, real-time transactions, credit risk management, and automated reconciliation, optimizing cash flow and reducing payment delays.

A centralized command center enabled live oversight of transactions, inventory, and compliance, supported by predictive analytics and embedded safety alerts.

Impact

Enabled real-time fleet monitoring, enhanced visibility, cashless transactions, and improved operational efficiency for fleet owners. This also benefited dealers by increasing customer stickiness and maximizing utilization of on-site services at fuel stations — reinforcing the brand’s position as a market leader across a network of 12,000+ retail outlets.

Boosted user engagement, retention, and lifetime value through multilingual mobile applications, personalized loyalty programs, and a seamless cross-platform experience designed to meet the needs of diverse user personas.

Validated the scalability of the platform to support over 200,000 users, ensuring readiness for large-scale deployment and further cementing the company’s leadership in the fuel retail sector.

Strengthened stakeholder trust and accelerated digital maturity, positioning the company as a technology-first, sustainable energy leader with a scalable and resilient ecosystem built for long-term growth.

Services Rendered

• Business Process Engineering
• Customer Experience Transformation
• Digital Platform & Application Development
• Security, Compliance & Risk Management
• AI & Data Analytics
• Systems Integration
• Cloud & DevOps Services