MOTOR OIL
144 showed great resilience . They demonstrated this by creating new solutions . “ At the peak of the crisis we developed a digital planning tool that allows our employees to perform their daily business ,” says Giannakakis . “ When you have an organisation that needs to communicate by making hundreds of calls on a daily basis and do their jobs from home , having the same quality in terms of communication is a very important aspect .”
For the retail side of the business the company used advanced analytics to deep dive into sales models , identifying relevant models that could predict future sales . This helped them develop solutions to scale up , such as a new pay at pump service which eliminates the need for customers to step inside a shop to pay .
Another change he has seen is the way the customer experience is framed . “ Some say we ’ re living in the age of the customer , but I think we are beyond that ,” he says . “ Before COVID we were in the age of the platform , and COVID has brought the necessity of this platform because of the importance of having collaborative activities .
“ It ’ s an industry that needs to change and with COVID this has been magnified and accelerated ”
— Nick Giannakakis , Chief Information Officer , Motor Oil
JANUARY 2021