New service initiatives from the Mobil/BP joint venture

Citation

(1998), "New service initiatives from the Mobil/BP joint venture", Industrial Lubrication and Tribology, Vol. 50 No. 6. https://doi.org/10.1108/ilt.1998.01850fab.006

New service initiatives from the Mobil/BP joint venture

New service initiatives from the Mobil/BP joint venture

Keywords: BP, Mobil

Mobil introduces an advance in customer serviceMobil is taking an innovative approach to customer management by introducing a personalised service specifically designed to meet the needs of small to medium-sized businesses. Called Mobil Advance, the key feature of this service is that every customer will have a single named point of contact who will manage all aspects of their account with Mobil. This will enable Mobil to build much closer relationships with their customers, gaining a more in-depth understanding of their businesses and focusing in on their specific needs.

A dedicated business management team has been established to run Mobil Advance, which aims to provide a more structured and streamlined approach to customer management with the emphasis very much on pro-activity. David Ronald, Mobil's Industrial Sales Manager explains: "We have looked at what our customers want and we believe that they will welcome this increased level of service. Our objective is to improve communications with this sector of our marketplace by providing a more proactive, personalised service. Each customer will know who their personal business manager is and will be able to deal them on any aspect of their account, whether they wish to place an order, obtain technical advice or clear up an administrative query. More importantly, this will be a pro-active service in that our business managers will initiate the relationship by agreeing a schedule of regular contact based on the individual needs of each customer."

The Mobil Advance business management team is backed up by extensive technical support and when required, the Mobil Advance business managers will be able to co-ordinate site visits from engineers or access to other technical back-up.

Mobil offers a full range of products, including high performance synthetic products and food approved oils and greases. The company's expertise in lubrication technology is recognised by equipment builders internationally resulting in its products having the approval of the world's leading industrial companies. It has developed a strong reputation for providing expert lubrication solutions across the full range of manufacturing and process industry applications.

Mobil has also developed a number of value-added services which can help their customers improve plant reliability and reduce downtime. These include the advance MIDAC software package, designed to enable customers to plan the lubrication of all of their plant and machinery efficiently, the Equipment Maintenance- through-Progressive Analysis (EMPA) condition monitoring programme and ViewTrend, a Windows- based programme that provides a full history of oil condition monitoring samples taken for each item of equipment. Mobil also offers spill control kits and absorbents and a waste disposal service.

David Ronald: "By developing an ongoing relationship with their customers, the Mobil Advance business management team will be able to provide much better access to the whole range of products and services we offer. And while our managers will have agreed a regular schedule when they will make contact, their customers can get in touch with them at any time to obtain help and advice."

To launch the service, Mobil has produced an introductory pack which covers all aspects of the Mobil Advance service. To emphasise the personal touch, which is the keynote of this new approach, the pack includes an introduction to each customer's business manager.

For further information, please contact Susan Picton on +44 (0)1908 353 137.