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

TotalEnergies boosts delivery visibility with Shippeo and cuts support calls by 50%

TotalEnergies, a global energy player, faced significant challenges due to its enormous geographic reach across more than 100 countries. The lack of visibility on transport orders from loading to delivery resulted in a high volume of customer inquiries and impacted satisfaction levels. To address these operational inefficiencies and improve the customer experience, TotalEnergies partnered with the vendor Shippeo to implement a real-time transportation visibility solution.

Shippeo provided TotalEnergies with visibility on all deliveries and automated customer notifications via white-labelled email or SMS, detailing each stage of the journey and providing real-time GPS positions. This solution led to a measurable increase in customer satisfaction. Key results from Shippeo's implementation included sending over 75,000 SMS alerts in the first three months, an 88% rate of key users reporting better delivery monitoring, and a 50% decrease in incoming calls to TotalEnergies' support team in Ghana.

TotalEnergies