In a first for the South Africa petroleum industry, Total South Africa has successfully implemented the country’s first fully-integrated service station technology that improves visibility and efficiency at selected Total dealerships.
Total South Africa commissioned IT services company Gijima to develop and implement a state-of-the-art operating, point-of-sale, electronic funds transfer and back-office system at more than 330 service stations around the country.
Taking more than three years to complete – including planning, implementation and training – the project has brought major benefits to Total’s dealers who now have greater visibility, functionality and control over their forecourts and “Bonjour” and “La Boutique” retail outlets. The point-of-sale application also integrates with other fast-food brands such as Steers.
“Dealers are now able to control their forecourts and shops through different reporting systems. They also have an audit trail, sales history, stock analysis and other features that promote easier forecasting, ordering and accounting,” says Hieronymus Brink, Total South Africa’s shop support manager.
“The new technology also benefits end users and Total itself as processes have been simplified and are more streamlined. Total will be able to add value to its dealers by proactively responding to their ongoing business needs. The successful implementation of the ISIS system has changed the entire Total South Africa business model and the company’s way of doing business with its dealer network.”
Pieter Boshoff, professional services managing executive at Gijima, says a combined effort between Total and Gijima resulted in the installation and configuration of all hardware, software, support, maintenance and extensive on-site training, as well as organisational change management.
“This is backed up by 24-hour service and support through Gijima’s integrated contact centre, which successfully processes an average of 2 600 calls every month. This is underscored by a remote service success rate of 97%, resulting in Gijima seldom having to send its on-site maintenance team to the dealer sites to resolve issues, and ensures effective and cost-efficient incident resolution,” Boshoff says.
Total South Africa works on a different business model, unlike the international Total model whereby sites are franchised to operators. This alone presented some challenges which Gijima successfully supported over the last three years. Gijima not only had to have the relevant infrastructure in place, but had to ensure quality of service and had to provide the relevant skills and competencies within the team.
“We now offer Total South Africa a highly skilled and professional team comprising dedicated call centre agents, senior petroleum specialists across the dealer network, customer co-ordinators and are servicing our clients via more than 70 points of service across the country,” Boshoff says.