- Julie Cale Customer Operations Lead, Invoice Resolution Team
Phoenix Petroleum is a publicly-listed company from Davao, Philippines that primarily provides top-performing fuel products. As a relatively new but aggressive player in the industry, the company wanted to focus on delivering the best customer experiences to quickly grow its market share and establish a reputation for excellent customer service.
The company decided to invest in a Customer Relationship Management (CRM) system to improve the operations team’s efficiency and effectiveness. NTT DATA was selected to implement the system, and was tasked to complete it within a short timeframe, in time for the launch of Phoenix Petroleum’s Super (78737) one-point contact center on a popular TV show one month later.
Phoenix Petroleum’s operations team was facing inefficiencies that prevented them from providing the highest levels of service both to their internal and external customers. They wanted to address the following key issues:
As their chosen partner, NTT DATA Philippines (NDPH) was tasked to rationalize and optimize sales, delivery and billing processes and implement a new CRM that would address Phoenix Petroleum’s challenges. The services included:
Streamlining processes and implementing a new CRM made it easier for operations specialists to comply with operational standards, reducing errors and incomplete logging of case details. It also provided better visibility on customer interactions and case status and even allowed them to escalate cases to sales, if necessary.
The CRM system allowed the support specialists to accurately record and follow through on leads and inquiries. Customers noticed the change and provided positive feedback. The enhanced customer experience led to new potential dealerships and customer referrals, including the conversion of hundreds of competing LPG cylinders to Phoenix Super LPG within a few weeks of launching the 78737 hotline.
Phoenix Petroleum has taken significant steps towards strengthening its reputation for excellent customer service and continues to expand the capabilities of its CRM system to further enhance the experience of its growing base of customers.
About the Client
Phoenix Petroleum Philippines, Inc. is the first independent oil company to be listed in the Philippine Stock Exchange after the Oil Deregulation Law was passed in 1998. Phoenix is engaged in nationwide network of retail and commercial channels, with a diverse product line that services both individual and industrial clients such as refined petroleum products and lubricants, operation of oil depots and storage facilities, and allied services.https://www.phoenixfuels.ph/
About NTT DATA Philippines
NTT DATA Philippines, Inc. (NDPH), formerly known as Wizardsgroup Inc., is a leading Information Technology organization with the mission of creating high value IT solutions and services for medium-sized to large enterprises. NDPH emphasizes long-term commitment and combines global reach and local intimacy to provide premier professional services, from consulting, application services, and business process and IT outsourcing to cloud-based solutions.