TotalEnergies link with many of its customers just got even stronger. After nearly a year on the drawing board, a dedicated portal has just gone online and will gradually be made available to certain specifc customer groups. Its features are tailored to each of the four customer profiles: general aviation aerodromes within France, business aviation, international commercial aviation and retailers. Here’s a sneak peak of the project from Plein Vol
A customer proximity enhancer
You’ll soon be able to use this new portal not only for all the latest TotalEnergies news (including all the issues of your favourite magazine!), but also to manage your fuel supplies, monitor your consumption, your active cards, view your invoices or rates, and even submit an information request. Marie-Lorraine Laxenaire, Head of IS & Digital Aviation Projects, was the project’s "pilot". “One of the challenges was to build in strong security features while at the same time creating value for the customer by giving them direct access to their data in our information systems," she explains. Sandrine Saboureau, Secretary General of the Aviation Fuels Division, confirms that "this tool meets two of the fundamental tenets of our Aviation strategy: customer proximity and operational excellence. Customer proximity, by providing direct access to customer information and data. Operational excellence, because this project was also an in-house opportunity to streamline our processes and optimise the way we manage and use our data. It’s set to become the main interface between the customer and each player in the supply chain, whether they‘re based at headquarters or in one of our subsidiaries in the 70 countries where we operate."
Meeting the needs of each aviation user profil
The product, according to feedback from the test customers, definitely meets these objectives: saving time, offering more autonomy and strengthening ties, all in an intuitive, efficient environment tailored to all screens. "This is the first time that all our information systems have been harnessed to interact with the customer," says Marie-Lorraine Laxenaire. "We wanted to develop a tool that’s common to all sectors of the aviation industry but which meets the needs of each profile. A private pilot does not have the same expectations as a major airline purchaser, a retailer or the owner of a business jet company. We’ve taken everyone's requests into account."
A customer portal set to evolve
A team of ten, developers, UX (user experience) / UI (user interface) specialists, and business contributors, worked using agile and iterative methods in a project platform from late 2019 and then remotely from home, which was another feat in itself. Despite these special circumstances, the product was delivered on time. Customers are currently receiving their login details and will be able to get to know the portal through an online user guide. The portal will evolve as users' comments and suggestions are received, so please feel free to forward them to your TotalEnergies contact! Happy navigating!
A quick look at the portal:
