Royal Dutch Shell's 2021 AWARD FINALIST CASE STUDY: Best Achievement in Operational Excellence to deliver an outstanding Customer Experience Excellence

Read this article about Royal Dutch Shell, Finalist in the Best Achievement in Operational Excellence to deliver an outstanding Customer Experience Excellence, selected by the independent judging panel, for the 2021 Digital Transformation & Operational Excellence Industry Awards program.

Customer Order Visibility – Power Is Nothing Without Control

In our everyday lives, as consumers, and even more so in this year of COVID, we are used to receiving timely, proactive communications from online retailers.

The customer order visibility project, led by Shell’s Customer Operations, Supply Chain & IT teams, was launched with the intent to develop and implement a global order to delivery journey program, from product availability through order & shipment visibility to advanced shipping notification. Our vision was to build a user-friendly interface where customers can easily place an order, understand when the order will be delivered, receive (near) real-time status for product, order and delivery.

The project was kicked off in 2019 and started with a deep dive in understanding the customer journey for our clients perspective. These insights revealed that on a monthly basis Customer Operations were getting ca. 20 000 enquiries related to open orders & deliveries and only 25-30% of them could be resolved “live” without further hand offs.

From late 2019 till early 2021 the project team focused on delivering solution helping to: monitor order statuses, send proactive notifications around delivery (based on customer preferences) and as a final stage we launched 3rd and final part of Customer Order Visibility program - the LOVE App (Live Order Visibility Experience). This single screen app helps frontline agents in Customer Operations but as well Sales to monitor order & deliveries and in case of customers call or email allowing to provide feedback without further handoffs. This solution helped to increase “first contact resolution” to 90%.

Digital Transformation & Operational Excellence Industry Awards 2021

About the Awards

The Digital Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding achievements through the application of Business Transformation, Digital Transformation, Operational Excellence & Innovation Excellence programs. Click here to view the Press Release.

The winners will be announced at the Awards Ceremony at The Digital Transformation & Operational Excellence World Awards (DTOES) on Wednesday, December 15th, 2021, from 6:30 PM at Renaissance Orlando at SeaWorld®.

The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Business Transformation, Digital Transformation, Operational Excellence & Innovation Excellence programs to deliver outstanding business results.

The Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit, BTOES 2021 on December 15, 2021, at the Renaissance Orlando at SeaWorld®. Click to access the agenda, view the current speakers, and watch the highlights video from last year.

Speakers

Agenda

Highlight Video

BTOES.com

The issues in this article are just one of topic areas that are going to be discussed at the Business Transformation & Operational Excellence World Summit & Industry

BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.

With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level.

Quick Links

Speakers

Agenda

BTOES Awards

There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.

The agenda is designed to encourage active meaningful conversations through all day enhanced networking and interaction opportunities, including

For more information please email info@proqis.com