Consumer-centric

With more than 100 years of experience, we are committed to always put our customers first in every action and decision-making. Through a data-driven system that facilitates the targeted bidding process, we provide a more personalized and convenient service to our customers.

We implement an Online-to-Offline (O2O) approach, which allows customers to get a variety of products and services offered through various digital and online features. Numerous digitalisation activities are done to facilitate customer needs to enjoy a faster, more convenient and secure way to pay using contactless Visa payment which currently is accepted at Shell Jabodetabek, Bandung and Surabaya gas stations. We also launched Shell Helix Oil Home Delivery (OHD), an official service with guaranteed product authenticity that provides a simple way for customers to change oil at home. Through all the products and services offered, we are here to be a companion on your trip.

Data-Driven

Digitalisation is the driving force for energy transition. Digitalisation supplies a lot of data, provides more information for companies, and provides appropriate simulations to understand complex phenomenons. Digitalisation allows real-time data to be processed to optimize efficiency in bringing leading-edge innovations to customers.

Digitalisation brings incredible potential to improve operational efficiency by aggregating large amounts of information from a large business scale and synergizing customers’ insights. Currently, we are in the process of accelerating the digital conversion of the entire organization. From lubricants supply chain from production to distribution and sales, we invest in digital technologies such as data analysis, artificial intelligence, and machine learning. This allows us to improve the way to gain deeper insights about our customers and to be more consistent in delivering world-class products and services to our customers.

Optimisation & Digitalisation

To continuously create cutting-edge innovations and provide effective solutions, we strive to optimize and digitise each of our operations. To accelerate this process, we bring an O2O (Offline-to-Online) approach to B2C (Business-to-Consumer) and B2B (Business-to-Business) customers. Furthermore, to make it easier for customers to buy our products, we collaborate with various online marketplaces in Indonesia so that customers can buy products online.

Together with IBM, Shell introduces OREN, the first B2B marketplace for the mining and industrial sectors. OREN offers solutions, software, and services to accelerate digital transformation and sustainability. Through OREN, we aim to provide industry leaders with solutions from the world's most innovative problem solvers and to unlock the potential for digital transformation in the B2B market.

As one of the strategies to activate Offline-to-Online (O2O) for loyal customers, Shell Lubricants Indonesia has opened a Shell Indonesia Official Store (Shell Indonesia Official Store) in the six largest marketplaces in the country. This activity aims to make it simple for customers to get Shell Helix and Shell Advance lubricants with the best offers and best product quality. Through this strategy, we look forward to bringing the products and services closer to our customers. Get to know more about our presence at the Official Shell Indonesia marketplace.

Customer Relations

To continuously bring innovation and prioritize our workshop partners, Shell Indonesia builds a Customer Relationship Management (CRM) loyalty program, namely SHARE (Shell Advantage Rewards), an application for partner workshops and mechanics. Through this program, workshop partners can access information about products, services, and ongoing promotional programs - bringing opportunities to get various attractive prizes (rewards) available on their hands.

With more than 30,000 workshops throughout Indonesia joining with us, the SHARE program facilitates communication between Shell and partner workshops through a process of buying and selling products fastly (real-time) through an online system. This also simplifies the process of business during a pandemic, by minimizing direct contact (contactless) via the mobile application. Learn more about this program in the SHARE article.

We also present a Shell ClubSmart loyalty program, which makes it simple for loyal customers to get various benefits and attractive prizes, by exchanging their points for every purchase action. As a ClubSmart member, customers can get exclusive services such as; personal accident insurance, free crane, promos, and attractive discounts on our various products. Get to know various information about Shell ClubSmart.