Total has restructured its helpdesks into a single operation based on the Remedy software to handle logistics, retail, customer services, human resources and IT queries. It expects eventually to save £300,000 a year.
Shafqat Abbas, IS project manager at Total, said, "Rather than running one helpdesk per department, we built one application to take all calls." This means that Total will gain an integrated view of the business. The system has allowed Total to compare its 10 best and worst performing forecourt sites to identify problem areas, he added.
Abbas said Remedy has already saved the company £40,000 in managing customer complaints about the carwash facilities at its forecourts. This was achieved by improving the turnaround time for complaints and cutting down on fraud.
"We try to be quick at reacting to forecourt problems," he said. "A faulty car wash needs to be identified and fixed to reduce Total's liability for damage to cars."
The software runs on a Windows 2000 Server and SQL Server database. It is fed data from Total's JD Edwards and Great Plains ERP system. Twenty-five helpdesk staff and 40 field-based staff use the software. Abbas said, "It is our aim to expand the help desk to serve 300 field staff by the end of 2004."
It can also be used to identify late fuel deliveries, for which Total incurs a fine. Abbas said Total is considering using the software in its engineering group, which handles forecourt repairs.