Ampol is Australia’s leader in transport fuels, supplying one-third of the nation’s transport fuel needs. The company has been providing a safe and reliable supply of high-quality fuels in Australia for over 100 years, servicing a customer base that spreads across a diverse range of fields, including retail, mining, agriculture, aviation, transport, small-to-medium enterprises, marine, automotive and government.
The challenge
Ampol’s National Order Centre faced many challenges processing volumes of Customer Purchase Orders quickly enough to meet critical deadlines and same-day turnarounds. A large percentage of orders contain errors, such as incorrect product codes, and duplicate orders could slip through. Orders needed to be split between lubricants and fuel which are supplied out of different distribution facilities. The Customer Service Team referred to CRM notes when manually entering orders to ensure the correct delivery instructions were observed. Ampol also had to log in to some Customer web portals to locate and download new orders which would be manually entered into their ERP.
With over 1900 sites across the country, Ampol started looking for a system that could digitize their non-EDI customer orders without compromising their established workflow processes and complex business rules.
The solution
Ampol selected Portalink™AnyOrder because it had the flexibility needed to meet their specific needs and because it was more accurate than other systems that relied solely on OCR. Portalink implemented special functionality to automatically split and forward orders that contained both fuels and lubricants to the correct distribution facility, and Portalink was able to present the CRM notes with every order for the immediate attention of the Customer Service Rep. Duplicates and errors were eliminated and the volume of orders could be processed three times more quickly. Portalink automated the process of retrieving purchase orders from customer portals, extracting the data and exporting the order to the ERP, eliminating manual handling and saving considerable time. Portalink also helped Ampol to communicate more effectively with auto-email responses tailored to their needs.
Hours delivered back to the business
SOX compliance in Settlement process automation
Success rate of bot case completion
For functional release of OBT, RTS and OGS
The Portalink effect
Ampol has an ongoing commitment to achieve maximum efficiency gains and customer service quality. The Ampol Customer Service team enjoy using Portalink™AnyOrder and find it an easy and intuitive system to learn. Portalink has helped Ampol achieve their customer service quality goals and efficiency gains.
Portalink™AnyOrder, trusted by Ampol Customer Service
