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The biggest differentiator, however, would be to enhance the overall customer service excellence. Recently, a leading petrochemicals company underwent business transformation by identifying digitization opportunities. The company’s new pricing mechanism helped it become a market leader in polymer pricing while the best-in-class complaint handling policy enhanced customer service and improved profitability through the utilization of alternate and emerging sales channels. Apart from these benefits, the company was also able to firm up its export and import strategies.
As customer demands evolve, other petrochemical companies can develop models to embrace transformative strategies.
Optimizing operations through value chain integration: In the competitive petrochemical industry of India, both horizontal and vertical value chain integration can have a significant impact. Considerable cost synergies may be realized through refinery stream sharing and utilities system (for instance, steam integration across refining and petrochemical units, integration of refining byproducts - naphtha, off-gas as feed of cracker unit, integration of aromatics byproducts into refinery gasoline pool).
A large public sector refining company in India is expanding its domestic and overseas petrochemicals segment to bolster its downstream integration efforts. It is systematically expanding its customer base and using innovative supply logistics. The company plans to invest INR30,000 crore in petrochemicals, earmarked as a key driver of its future growth. The projects will leverage product streams from the company’s existing refineries, thus maximizing the utilization of the hydrocarbon value chain.