Many call centers offer technical support for a variety of software issues and questions. But the successful terminal automation solutions provider knows customer value is defined well before the tech support call. This solutions provider asks many questions of its customers to learn what is needed for efficient operations. Its staff includes those who have worked in the terminals sector or are actively involved in industry organizations, so they have insight to its real-world challenges. This provider delivers the solutions needed, tested and demonstrated to be reliable, and complements its information management solutions with effective training and responsive updates to maintain performance edge. It seeks feedback to ensure its solutions deliver the performance expected. Client testimonials validate the effectiveness of Schneider Electric’s commitment to ‘customer value by design’. This strategy helps Schneider Electric information management solutions meet the needs of its terminal operator customers and help them remain efficient in a rapidly changing industry.

1. Beyond Tech Support – Creating
Lasting Customer Value
2011 / White paper
Make the most of your energy
SM

2. Summary
Executive summary ..................................................................................... p 1
Introduction ................................................................................................. p 2
Putting end-user requirements at the heart of technology ............................ p 4
Helping customers keep their customers happy. .......................................... p 4
.
Engaging customers and empowering employees........................................ p 5
Conclusion .................................................................................................. p 6

3. Beyond Tech Support—Creating Lasting Customer Value
Executive summary
Many call centers offer technical support for a variety of software issues and
questions. But the successful terminal automation solutions provider knows
customer value is defined well before the tech support call.
This solutions provider asks many questions of its customers to learn what is
needed for efficient operations. Its staff includes those who have worked in the
terminals sector or are actively involved in industry organizations, so they have
insight to its real-world challenges. This provider delivers the solutions needed,
tested and demonstrated to be reliable, and complements its information
management solutions with effective training and responsive updates to
maintain performance edge. It seeks feedback to ensure its solutions deliver the
performance expected.
Client testimonials validate the effectiveness of Schneider Electric’s commitment
to ‘customer value by design’. This strategy helps Schneider Electric information
management solutions meet the needs of its terminal operator customers and
help them remain efficient in a rapidly changing industry.
Supporting terminal operations—above and beyond
typical “tech support” expectations
White paper on customer service for terminal operations | 01

4. Beyond Tech Support—Creating Lasting Customer Value
Introduction
In today’s world of ever-changing technology and rapid development of more
advanced products and services, it is difficult for companies to determine which
solutions are best for their organization. It’s no different for terminal operators.
They need to keep up with industry challenges and choosing the right solutions
provider to keep their business running efficiently and effectively at all times is key.
Providers of terminal automation solutions need to find a way to stand out from
the competition. Typically, they try to out-do their competition with the latest and
greatest technological advancements. But for the customer, it’s also becoming
more about reliability and reputation for outstanding customer service.
Today, clients in the terminal automation market require standards of customer
relationship management that go beyond traditional customer service and that
proactively create value for customers. Terminal businesses look for committed
partners to provide a unique value proposition, eliminate downtime and create
lasting customer relationships that go beyond tech support.
White paper on customer service for terminal operations | 02

5. A comprehensive approach
to customer support

6. Beyond Tech Support—Creating Lasting Customer Value
Putting end-user requirements at the heart
of technology
In a saturated market with limited technological differentiation, terminal
automation service providers need to find innovative ways to succeed in growing
their customer base.
Terminal Operators need to know that their provider is constantly working to
improve its products and services to ensure they continue to provide efficiencies
and keep up with changing market conditions and most importantly, that they
understand the requirements of the end user.
Even the most sophisticated software technologies rely on human brain power
for their development. Innovative real-time information technologies designed
with the help of developers who have previously worked in the terminal
automation sector is the best way to ensure that the provider has a clear
understanding of end-user requirements. This knowledge helps to identify the
underlying issues facing customers and to address those issues in a timely
manner. Customer-centric providers solve industry challenges by listening and
gathering feedback from customers and developing products that address
their concerns.
Helping customers keep their
customers happy
Even when providing turn-key solutions, design and delivery of the product
is only the first step to a long relationship with customers. One of the biggest
challenges for terminal operators is system reliability. It’s an old adage, but time
is money. Companies can’t afford downtime and when there is a problem with
their system they need the provider to find an answer quickly. Making sure the
newly installed system runs without downtime should have highest priority, when
providing user training, routine maintenance and periodic updates to address
changing process conditions.
Solutions should create efficiencies and help streamline relationships between
terminal operators and their stakeholders. For example, remote multi-terminal
“Since they began working with our
IT staff, our downtime has been cut
by 80 percent... Schneider Electric
promised us good customer service
and they deliver on that promise. The
system works great and Schneider
Electric’s tech support is extremely
responsive to my needs. In today’s
market, responsiveness and quality
service is critical to our business.”
management software helps integrate operations across multiple terminals,
leading to better volume management and faster decision making and reporting.
In addition, it keeps all stakeholders and especially drivers happy with faster,
more reliable loading and less downtime.
Dan Donovan,
Inventory Manager
Global Companies LLC
White paper on customer service for terminal operations | 04

7. Beyond Tech Support—Creating Lasting Customer Value
Engaging customers and
empowering employees
Customer feedback and input are critical strategic drivers for creating and
maintaining market leadership. In a customer-centric business, companies
should conduct quarterly customer feedback calls to ensure the solutions are
working to solve that customer’s particular challenges. In addition to regular
customer surveys to keep a pulse on performance, some companies go further
in engaging their customers by inviting them to serve on customer advisory
boards to advise the company on products and services. Furthermore, annual
customer meetings provide an avenue for attendees to provide comments and
voice their concerns. Beyond soliciting feedback, companies can use these
With DTN Guardian3 systems, our
whole team has access to faster,
better sales information from the
terminals. We’ve asked for the tools
we need, and Schneider Electric has
delivered. Now our people can do their
job—which is to provide consistently
excellent customer service.
events as a platform to inform users on upgrades and enhancements based on
their feedback, as well as to conduct additional training for its solutions.
Smart companies know that people are the single-most important factor of
Dan Donovan,
Inventory Manager
Global Companies LLC
success. When terminal operators contact tech support they expect the person
on the other end to know their company and the system and to determine
what it requires to solve the problem, in as little time as possible. Therefore,
employees should be encouraged to develop long lasting and meaningful
relationships with customers that go far beyond answering their calls. Just as
developers, tech support staff should have significant experience in the terminal
automation sector, and should get to know their clients through dispatches to
customer sites to provide installation services, upgrades and customer training.
When assisting a customer, they should be allowed to do their job without
having to pass unnecessary internal hurdles. This means that management
leaves it up to the professionals and empowers them to find the quickest and
most effective way to assist clients and rewards employees who take charge
on customers’ behalf.
Establishing new best practices in the industry, Schneider Electric’s approach to
creating customer value was recently honored with the Frost & Sullivan Customer
Value Enhancement Award 2011 in Terminal Automation for the Oil and Gas
Industry. As this industry continues to change at a rapid pace and as the needs
of our clients evolve, Schneider Electric will continue to honor the creation of
lasting customer value as the most critical pillar of the way we do business.
“The yearly Schneider Electric
User’s Summit helps us meet with
the product development and
support teams one-to-one. We have
meaningful input and we see things
get done. People at Schneider Electric
are accountable and they’ve done a lot
of things we’ve asked for.”
Danny Hayes
Supervisor of application of
programming
Lion Oil
White paper on customer service for terminal operations | 05

8. Beyond Tech Support—Creating Lasting Customer Value
Conclusion
Schneider Electric:
• Works with its terminal operator customers to identify their automation needs
• Follows up for feedback to assure performance goals have been met
• Delivers lasting customer value
Our customer loyalty speaks for itself.
“The crew at Schneider Electric is
dedicated to finding solutions for us.
When I needed an answer one night
after hours, I received a response two
minutes later, and I had a workable
solution that night.”
Mickey Smith
Pipeline Engineer
Countrymark Co-op
“Hats off to your support group.
They are fantastic. Those guys are
doing a top-notch job. When we
call them, they get things done fast.
We respect them and they respect
us. They keep our DTN Guardian3
systems running and everything
depends on that system.”
Danny Hayes
Supervisor of application of
programming
Lion Oil
White paper on customer service for terminal operations | 06

9. ©2012 Schneider Electric. All rights reserved.
Schneider Electric USA
9110 West Dodge Road
Omaha, NE 68114
Phone: 1-800-391-1175
Fax: 1-402-255-8125
http://www.schneider-electric.com
August 2012