Case Study: MOL Group achieves higher revenue and customer satisfaction with IBM AI-powered Salesforce solutions

Remaking the service station experience with data-driven customer engagement

MOL Group, an integrated oil and gas company with thousands of service stations across Central and Eastern Europe, wanted to move from rule-based marketing to behavior-based, hyper-personalized customer engagement. To support this shift, MOL Group worked with IBM, using IBM Consulting and IBM watsonx.ai alongside Salesforce to build a scalable digital marketing platform that could better connect with customers and drive loyalty and revenue.

IBM implemented an integrated omnichannel solution combining Salesforce Marketing Cloud, Experience Cloud, Data Cloud, MuleSoft, and IBM watsonx.ai to unify customer data and automate personalized campaigns. The result was a more flexible, localizable platform that helped MOL Group’s teams launch tailored offers more efficiently, driving an average revenue uplift of 15%–30% among app users and customer satisfaction levels more than 20% higher than competitors.

MOL Group

István Mag

Head of Digital Factory