Shippeo Case Studies Enhancing Customer Experience Across Diverse Geographies: A Case Study on TotalEnergies

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	Enhancing Customer Experience Across Diverse Geographies: A Case Study on TotalEnergies Shippeo

Enhancing Customer Experience Across Diverse Geographies: A Case Study on TotalEnergies

Shippeo

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
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

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

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.

About 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.

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.

Impact #1	The implementation of the Shippeo platform has significantly improved Total's operational efficiency and customer satisfaction. By providing real-time delivery information to customers, the company has managed to reduce the number of customer inquiries about delivery status, thereby reducing administrative tasks. The platform has also improved collaboration among both internal and external partners, allowing more objective data around shipping volumes, tracking rates, and customer communications sent. The digital transformation project, outsourced to Shippeo, has enabled Total to achieve a faster time to market by taking care of interfacing with carriers. Furthermore, the support from Shippeo has ensured that subsidiaries with different levels of maturity can access and manage their activities and transactions within the tool effectively.

Impact #1

The implementation of the Shippeo platform has significantly improved Total's operational efficiency and customer satisfaction. By providing real-time delivery information to customers, the company has managed to reduce the number of customer inquiries about delivery status, thereby reducing administrative tasks. The platform has also improved collaboration among both internal and external partners, allowing more objective data around shipping volumes, tracking rates, and customer communications sent. The digital transformation project, outsourced to Shippeo, has enabled Total to achieve a faster time to market by taking care of interfacing with carriers. Furthermore, the support from Shippeo has ensured that subsidiaries with different levels of maturity can access and manage their activities and transactions within the tool effectively.

Benefit #1	Over 75,000 SMS alerts sent to Total customers in the first three months
Benefit #2	88% of key users reported better monitoring of deliveries
Benefit #3	84% of users recommend using Shippeo

Benefit #1

Over 75,000 SMS alerts sent to Total customers in the first three months

Benefit #2

88% of key users reported better monitoring of deliveries

Benefit #3

84% of users recommend using Shippeo

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Overview

Enhancing Customer Experience Across Diverse Geographies: A Case Study on TotalEnergies

Operational Impact

Quantitative Benefit