Enhancing Customer Experience Across Diverse Geographies: A Case Study on TotalEnergies
Technology Category
- Analytics & Modeling - Real Time Analytics
- Sensors - GPS
Applicable Industries
- Equipment & Machinery
- Transportation
Applicable Functions
- Logistics & Transportation
- Procurement
Use Cases
- Last Mile Delivery
- Supply Chain Visibility
Services
- Training
About The Customer
Total Marketing Services, the distribution branch of Total, is a global energy player with a presence in more than 100 countries. The company operates throughout much of Europe, Asia, the Middle East, Africa, and the Americas, with subsidiaries of various sizes. The fleet size used for daily rounds varies from region to region, ranging from 20 to 1000 vehicles. Total's supply chain activity involves numerous mass flows by pipe, train, and ship, and the company's operations cover a wide range of products, from fuel to lubricants, gases, and products sold in petrol stations.
The Challenge
Total Marketing Services, a global energy player with a presence in over 100 countries, faced a significant challenge in maintaining consistent service levels due to its vast global reach. The company's operations varied across regions due to differences in local regulations, business maturity, and IT infrastructure. A key issue was the lack of visibility on transport orders from the loading phase to the delivery phase, leading to a high volume of customer inquiries about delivery status. This not only increased administrative tasks but also negatively impacted customer satisfaction. The company's digital roadmap was also difficult to implement due to the sheer number of affiliates. Total's supply chain activity involved numerous mass flows by pipe, train, and ship, and the company needed modular solutions that could be deployed quickly and easily, work across similar business contexts, and cater to the specific needs of each country.
The Solution
To improve client satisfaction, Total implemented a transportation visibility solution across 24 countries. The company partnered with Shippeo to provide visibility on all deliveries, notifying clients via Total-branded email or SMS at each stage of delivery. The alerts, sent in eight languages, included information on order creation, departure, nearing arrival, and delivery completion. Customers also received detailed access to the transport order and its real-time GPS positions. To facilitate tracking in new territories, Shippeo onboarded nine new non-standard telematics providers in countries like Zambia, Puerto Rico, Cameroon, and Pakistan. The Shippeo platform allowed Total's dispatch teams to improve collaboration, automation, and digitalization. The solution was initially rolled out in Africa across 24 countries and is now used more widely by the logistics teams for all customer delivery flows and depot-to-depot transfer flows.
Operational Impact
Quantitative Benefit
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