增强不同地区的客户体验：TotalEnergies 案例研究
技术
- 分析与建模 - 实时分析
- 传感器 - 全球定位系统
适用行业
- 设备与机械
- 运输
适用功能
- 物流运输
- 采购
用例
- 最后一英里交付
- 供应链可见性(SCV)
服务
- 培训
关于客户
Total Marketing Services 是道达尔 (Total) 的分销部门，是一家全球能源公司，业务遍及 100 多个国家。该公司的业务遍及欧洲、亚洲、中东、非洲和美洲的大部分地区，拥有各种规模的子公司。每日巡查的车队规模因地区而异，从 20 辆到 1000 辆不等。道达尔的供应链活动涉及通过管道、火车和船舶进行的大量质量流动，该公司的业务涵盖广泛的产品，从燃料到润滑油、气体以及加油站销售的产品。
挑战
Total Marketing Services 是一家业务遍及 100 多个国家的全球能源公司，由于其广泛的全球影响力，在保持一致的服务水平方面面临着重大挑战。由于当地法规、业务成熟度和 IT 基础设施的差异，公司的运营在不同地区存在差异。一个关键问题是从装载阶段到交货阶段的运输订单缺乏可见性，导致客户对交货状态进行大量询问。这不仅增加了管理任务，还对客户满意度产生了负面影响。由于附属公司数量庞大，该公司的数字化路线图也很难实施。道达尔的供应链活动涉及通过管道、火车和船舶进行的大量流量，该公司需要能够快速轻松部署、在类似的业务环境中工作并满足每个国家/地区的特定需求的模块化解决方案。
解决方案
为了提高客户满意度，道达尔在 24 个国家实施了运输可视化解决方案。该公司与 Shippeo 合作，提供所有交付的可视性，在交付的每个阶段通过道达尔品牌电子邮件或短信通知客户。这些警报以八种语言发送，包括有关订单创建、出发、即将到达和交付完成的信息。客户还可以获得运输订单及其实时 GPS 位置的详细信息。为了促进新地区的跟踪，Shippeo 在赞比亚、波多黎各、喀麦隆和巴基斯坦等国家加入了九家新的非标准远程信息处理提供商。 Shippeo 平台使道达尔的调度团队能够改善协作、自动化和数字化。该解决方案最初在非洲 24 个国家推出，现在被物流团队更广泛地用于所有客户交付流程和仓库到仓库转移流程。
运营影响
数量效益
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