Case Study: TotalEnergies enhances delivery visibility and customer satisfaction with Shippeo

Enhancing the customer experience across diverse geographies

TotalEnergies, a global energy player, faced significant challenges in providing consistent customer service due to its vast international operations across over 100 countries. The lack of visibility on transport orders from loading to delivery resulted in a high volume of customer status inquiries and impacted satisfaction levels. To address this, TotalEnergies partnered with visibility solution provider Shippeo to enhance their digital capabilities and improve the customer experience.

Shippeo provided TotalEnergies with a platform offering comprehensive visibility on all deliveries, automatically notifying customers via white-labeled email or SMS at each stage of the process, including real-time GPS tracking. The implementation led to a dramatic increase in automated communications, with over 75,000 SMS alerts sent in the first three months. This resulted in an 88% improvement in delivery monitoring for users and a 50% decrease in incoming calls to one regional support team, significantly boosting customer satisfaction.

TotalEnergies

Olivier Renodau

Head of Digital Supply Chain