Improving the efficiency of customer communications

Insight from research into Shell Chemicals’ global customer centers identified several opportunities to communicate with customers prior to, or as a substitute for a telephone conversation or a product enquiry. In parallel, all customer communications had to align with Shell’s customer value proposition, which included simplicity, speed, delivery and quality.

Our Business to People insight showed there was a better way of talking to these customers, internal and external alike. We created an online destination platform to deliver interactive content to global businesses and internal audiences who need relevant information.

This platform helps create efficiencies within the global customer center network, embeds the Shell customer value proposition and supports corporate communications across the Group.