PDF version - Phillips 66
PDF version - Phillips 66
PDF version - Phillips 66
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Customer<br />
focus<br />
orders<br />
respond<br />
regional managers<br />
taking the lead<br />
Anne Day talks about<br />
supporting you jetorders@conocophillips.comworld-leaders<br />
changes<br />
account<br />
CorytonBramhallmanagement<br />
payload<br />
phone systemsDieselUnleaded<br />
LPG the management of<br />
volumes<br />
Kerosenebunkeringreconcilliation<br />
short-notice tonnes<br />
invoicing<br />
support<br />
software<br />
information deliveries ‘day-to-day’ data<br />
upgrade delivery standards<br />
resources launch date needs<br />
loading<br />
success Teeside capacity address CPNet to enhance<br />
rig Westerleigh<br />
site<br />
yes delivery window<br />
repeat<br />
Plymouth<br />
instructions<br />
details<br />
experience<br />
payload<br />
there for you<br />
fuelling success<br />
customersConoco<strong>Phillips</strong><br />
Customer<br />
provision<br />
weekdays<br />
requirements<br />
relationshipsknowledgeorganisation<br />
working together<br />
West London<br />
tracking account numberdrivers<br />
Support...<br />
immingham<br />
solutionsrequests<br />
queries<br />
brand<br />
safety litres<br />
solutions<br />
drive preparation real-time<br />
first-time<br />
provide promises<br />
Data ‘Day’<br />
formats<br />
speed<br />
dial<br />
pumps<br />
supply<br />
fuel<br />
flexibility<br />
right person<br />
Gas<br />
oil<br />
verification<br />
support<br />
demand<br />
matters<br />
SAP<br />
Kingsbury<br />
Jet<br />
hub<br />
pots<br />
vision<br />
email<br />
here to help<br />
together<br />
technology<br />
up-to-date<br />
computers<br />
weekdays<br />
key<br />
notes<br />
easier<br />
systems<br />
IPC<br />
ask<br />
price<br />
Warwick<br />
working hours<br />
solutions<br />
appropriate<br />
meeting<br />
options<br />
ready to respond<br />
requirements<br />
schedules<br />
relationships on time every time<br />
upgrade<br />
trucks<br />
solutions<br />
utilisation<br />
technology<br />
customers<br />
information<br />
efficiency<br />
night<br />
day<br />
terminals<br />
LPG<br />
The management, and more importantly the accessibility of data, is crucial to the ability of<br />
people at all levels in an organisation to take the right decisions for the benefit of the<br />
business and the customer.<br />
maximum<br />
access<br />
fingertips<br />
minimum<br />
people<br />
Historically, each area of the business has been responsible for maintaining its own<br />
contact information and customer records. There was no common format or crossover<br />
of information and a variety of software was used for data storage. In addition,<br />
Regional Managers on the road had no easy way to access the information.<br />
intouch<br />
20<br />
As front line support for customers, from opening new accounts, taking orders,<br />
arranging deliveries, reconciling sales, and issuing invoices, Customer Support, along<br />
with Retail and Credit, has recognised a need for a different approach to enable them to<br />
respond more quickly to customer requests, and to make more information readily<br />
available, in a centralised location.<br />
Initially, Customer Support, Retail and Credit will be using the additional functionality of the<br />
database to store their channel-specific data and it is anticipated that other groups will soon<br />
follow. Regional Managers will be able to access the same records on their BlackBerry, so will get<br />
up to date information on activities between their Customers, Customer Support, Contracts, Retail<br />
Services and Credit.<br />
Customer Support understands how important it is for you to get through to the right person, first time, so we are<br />
also taking the opportunity to upgrade our phone systems so that your call is routed to the most appropriate person with<br />
up to date customer information at their fingertips.<br />
To enable Customer Support to be presented with a customer's record, at the point at which the call is answered, we will be asking<br />
customers to enter their account number and to choose from the following options: ‘Place an order’, ‘Change an order’, ‘Request a Late<br />
Change’ and ‘Other’.<br />
As an alternative, customers could consider emailing their order. This option provides them with the flexibility to place orders when it suits<br />
them and avoid our peak time rush. For more details, send an email to jetorders@conocophillips.com and we will provide full details.<br />
The new Customer Support fuel order line numbers are:<br />
During working hours 9am - 5pm, Monday to Friday, excluding Bank Holidays:<br />
Bramhall 0844 335 6124<br />
Coryton/West London 0844 335 6129<br />
Grangemouth 0844 335 6106<br />
Immingham IPC 0844 335 6148<br />
Kingsbury 0844 335 6149<br />
LPG 0844 335 6114<br />
Plymouth/Westerleigh 0844 335 6155<br />
Teesside 0844 335 6142<br />
.. and in addition, the following general query lines will also be changing<br />
CPNet and Invoice Queries 0844 561 8842<br />
Republic of Ireland Queries 0844 335 6437<br />
Anne concludes, “We are expecting to be much more ‘day to day’ efficient with the implementation of our database, as we will be able to<br />
see real time data relating to activities that have taken place.”
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