Shell eServe

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Shell eServe
Making It Easier to Do Business with Shell
By YIP YOKE HWA Engineering Advisor / Uptake
Manager (MY/SG) Shell Malaysia Trading Sdn
Bhd Email yoke-hwa.yip_at_shell.com
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What is Shell eServe?
Shell eServe (SeS) is a global standard web
portal that enables customers to place orders,
review account history, view products and access
other account information
TOUCHLESS TOOLS

• Shell eServe is a new global customer website.
• Live in 22 Countries
• Customers can use eServe to place orders, review
  their ordering history, view products and access
  account information.
• Shell eServe offers customers an efficient way to
  interact with Shell at a time that is convenient
  for them.

Shell eServe
Global standard web portals
PRE-REQUISITE

• Customer requires Internet Connection

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Conventional channel orders (i.e. fax, phone,
email) requires a lot of manual interaction and
exposed to human error
Shell eServe will enable
Time spent on waiting for order confirmation

• Late delivery
• Missed DP
• Order overlook

Customer place order
Customer wait for hours to get document
Time spent on non profiting activities
Document Request
Customer not aware of credit status and leads to
overtrading, etc..
Unnecessary workaround to rush for payment and
unblock acc.
Credit Status
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CURRENT ORDERING PROCESS
From placing order to receive order confirmation
number may take around 1 hour cycle
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Users Management

• Notes
• SU / Administrator can assigned
• multiple end users (no limit)
• with all or specific functions
• even restrict delivery points

Designation provide is for example only
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Quick Guide

• Access to Shell eServe
• On any internet browser, type in the address
  www.shell.com/eserve
• Input your specific User ID and password
• ID will be locked if wrong password is entered
  more than 3 times
• Reference / Help to Navigate Shell eServe
• May refer to the below attached User Guidelines
  or contact our Customer Service Centre

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Frequently Asked Questions (FAQ)

• What is Shell eServe?
• Shell eServe (SeS) is our new global customer
  website. Customers can use Shell eServe to place
  orders, review their ordering history, view
  products and access account information. SeS
  offers our customers an efficient way to interact
  with Shell at a time that is convenient to them.
• Why has Shell launched an online business site?
• Shell is committed to improving our service to
  you. To help us achieve this objective, we are
  introducing simpler, standard processes and
  systems for handling all aspects of our customer
  relationships from order to delivery. These
  processes are being rolled out globally to create
  a common approach to the way we work and make it
  easier for you to do business with Shell. As part
  of this programme of improvement, we have
  launched our new online business site known as
  Shell eServe.
• How does the site help me?
• You can use our 24-hour online site to place
  your orders and access a wealth of information.
  This alleviates paperwork and saves you valuable
  time, plus it has the added advantage that you
  can do business at a time that is most convenient
  for you.

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Frequently Asked Questions (FAQ)

• What can I use the online site for?
• Shell eServe offers a variety of functions
  designed to help you. These include
• How do I register to use the online site?
• With effect from 27th May 2008, you can register
  via the Shell eServe login page at
  www.shell.com/eserve or by contacting the
  Customer Service Centre via phone [phone])
  or email (enquiries-my_at_shell.com)
• Who can I go to for support for Shell eServe?
• Customers can use the Contact Shell
  functionality in the Shell eServe site.
  Alternatively, they can contact the Customer
  Service Centre.

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Frequently Asked Questions (FAQ)

• How will I know youve received my order?
• Your order confirmation will be displayed on
  screen and you are encouraged to capture the
  order number for future reference.
• Can I amend my order online?
• Most orders can be amended online before they
  are processed this is before our order
  placement cut off time. Your order will be shown
  as available for modification and this time you
  can make changes to the quantity or product. If
  your order does not not show as available for
  modification, please contact the Customer Service
  Center to make amendments.
• Can I cancel my order online?
• Most orders can be cancelled online before they
  are processed this is before our order
  placement cut off time. Your order will be shown
  as available for modification and this time you
  can cancel the order. If your order does not not
  show as available for modification, please
  contact the Customer Service Center to make
  amendments.

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Frequently Asked Questions (FAQ)

• Can I place an urgent order online?
• It is not possible to place an urgent order
  online. To place an urgent order, please contact
  the Customer Service Centre. The Customer Service
  Centre will discuss your requirements and subject
  to availability, will endeavour to fulfill your
  order. Surcharges may be added to your invoice
  for this service.
• How will I know how much the products I wish to
  order will cost?
• The cost of your order will be shown before you
  submit your order for processing. It will show
  the price of the products that you have ordered
  in accordance with your contracted prices. This
  is not applicable for FUELS ordering
• 12. What happens if there is a problem with the
  order?
• You will receive on online message advising that
  you will be contacted by a representative from
  Shell. Alternatively, you may call or email our
  Customer Service Centre. When calling the
  Customer Service Centre, please select the option
  Problem with Accessing Services to obtain
  immediate assistance.

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