Project IDS Sinergy

Customer Satisfaction

8th September 2016

Pieter Declerck
IDS
Nominees facts
• Transfer of customers from Shell to IDS Europe
• FY1415 & FY1516
• Italy
• Planning, coordination, execution and monitoring of all the activities required to successfully
transfer the customers
• IDS Italy Sales Team
• Stakeholders of the activity:
• IDS Sales
• IDS CSU
• IDS Contract Handling
• KPNWE Credit Department
• Kupit/Cartissima management
• Ex-Shell Sales Team

• Sign off by your Managing Director

2
Please explain your initiative/project

• After the acquisition of Shell Italy by KUPIT a strong opportunity was

presented to IDS as the fuel needs of the ex Shell CRT customers outside
Italy could not be covered by Cartissima

• In order to benefit from that opportunity, a project was launched with the
objective of defining a strategy and commercial plan in order to maintain
and preserve the ex Shell customer portfolio with abroad volumes

• Due to the high level of cooperation required between IDS and Cartissima
in order to complete a successful transfer of those customers, the project
was named “SINERGY”

• The total volume available for IDS was 95 Kcm/year, lifted by 240 customers

3
Please explain your initiative/project

• The following activities were successfully completed:

• Data analysis and breakdown
• Customers segmentation according to NA&NI volumes
• Customers potential evaluation
• Commercial strategy definition
• Credit data analysis and breakdown
• Analysis of MC and credit insurance feedback
• Define a credit strategy
• Commercial engagement
• Define a road plan
• Contact and visit  the portfolio in scope
• Define and present a commercial offer to each customer
• Contract production and cards issuing
• Sustain the migration process
• Results analysis and fine tuning of the process

4
Please explain your initiative/project

• The most important challenges faced during the project were the following:

• 240 customers to be visited, insured, credit assessed and contracted in 4 months

• Commercial conditions to be approved for this huge amount of customers in a
very limited time
• Coordination with Kupit/Cartissima as some NI volumes were also involved in the
project
• Competition with Shell Slovenia as this company was still allowed to present
offers to a list of key customers in the portfolio. This segment of key customers
represented approximately 80 Kcm/year out of the 95 Kcm/year avilable for IDS
• Transfer of guarantees very delicated as after the start with IDS old invoices were
still open.

5
Explain why you have nominated this specific
initiative

• This project involved colleagues from different areas not only in IDS but in
the rest of our company: Sales, CSU, Credit, Contract Handling, etc, and was
a perfect example of collaboration and coordination.

• Sinergy required positive changes in our way of working and provided

useful learnings that could be applied in the future for coming projects.

• The results of the project were very satisfactory, strenghtening the position
of IDS in Italy.

6
List the realised benefits

7
Annex

08 September 2016
IDS