- Castrol introduces Trackmatic made-to-fit execution measurement solution
- Customer-centric approach through real-time data and communication tools
Melanie van Straaten, Lubricants Africa Logistics Manager, BP Southern Africa, says: “Key to being a truly customer-centric and customer-focused business, we realised there was a real need to introduce an execution measurement system to track and trace our deliveries, thus ensuring real-time and ongoing communication directly with our customers – passenger and heavy duty vehicle service centers, retail outlets and distributors across the country during the delivery process.
“In collaboration with our multiple transport solution partners, we introduced Trackmatic software into the transporter fleets. It is a people-led, technology-enabled mobile solution that has enabled us to provide the service that our customers expect and setting us apart from our competitors, while simplifying and streamlining our operations.”
Understanding the transport industry challenges, the Trackmatic solution provides end to end, real-time delivery visibility at every touchpoint on the road to multiple stakeholders via a web-based solution. For Castrol, the implementation of the software logistics solution has enhanced the customer experience through systems-driven planning and performance monitoring.
“Once the order has been placed with Castrol via our newly introduced direct access Customer Order Portal and is ready to leave our depots, our dispatch teams are able to be in direct communication with the customer in the form of an automated email alert advising the customer that their order is en route. A second email notification confirming that the delivery has been completed, is sent to the customer once the goods have been accepted at the delivery point and includes a snapshot of the on-glass signature. Via our logistics monitoring dashboard at Castrol we can identify any potential delivery concerns and respond rapidly to ensure our customers are always receiving the best possible service,” says van Straaten.
To streamline the process, each customer address location has been geocoded into a secure database that enables the driver to be directed to the customer site using GPS technology embedded in a singular dashboard. This also informs the driver of the most efficient and cost-effective route to take, as well as the forecasted arrival time. If there are any traffic delays or problems en route to the customer, the data gets updated immediately and the driver can make informed decisions regarding safe and alternative routes to follow enhancing the possibility of a successful delivery.
“While the Trackmatic solutions are already providing our customers with a 98% on-time delivery execution solution, we are looking to introduce enhancements in 2019 to further improve the overall customer satisfaction experience. If for example a vehicle reports a 30-minute or more delay to customer A, an email will automatically be generated and sent to customer B, advising them of the delay and updating the expected delivery time. This system is all about our customer,” comments van Straaten.
Feedback from a recent sample survey has shown a dramatic improvement in service delivery, with many of the surveyed customers rating it as excellent and the balance as satisfactory. The main benefits are the proactive and direct communication emails and delivery alerts that keep customers informed and enables them to plan ahead.
The efficiencies and effectiveness of the system have also had a positive impact within Castrol. A 20% cut down on calls from customers querying order delivery times to the Customer Services Unit and Sales teams has been recorded, enabling these employees to focus more on enhancing our customer service experience.
Following its successful implementation in Gauteng, Central Kwazulu Natal and Cape Town, Castrol is now looking to roll-out the Trackmatic solution to its operations in the Limpopo/Polokwane provinces by the end of December 2018 and the remaining provinces by the end of 2019.
