New service from BP Industrial boosts customer service

Citation

(1998), "New service from BP Industrial boosts customer service", Industrial Lubrication and Tribology, Vol. 50 No. 6. https://doi.org/10.1108/ilt.1998.01850fab.007

New service from BP Industrial boosts customer service

New service from BP Industrial boosts customer service

Keyword: BP

Small to medium-sized businesses using BP industrial oils and lubricants will receive a new level of customer care, thanks to the introduction of a new personalised service specially tailored to meet their business needs. Called BP Response, it is designed to provide a single named point of contact for all communications with BP.

A dedicated business management team has been established to operate the BP Response service, which aims to provide a more structured and streamlined approach for customers. Nanda Spiniello, BP Marketing Communications Manager, explains: "We felt it was important to develop a more personalised service for those of our customers who do not necessarily receive regular visits from one of our sales team. The BP Response management team has been established to support all of our customers' operational needs, from logistics through to specialist technical advice. Every customer will know who their business manager is and can contact them on any aspect of their account, whether they are looking for advice on a particular product or need to have an invoice query sorted out. More importantly, this will be a proactive service ­ our business managers will arrange a personal call schedule for each customer which suits the individual needs of their business."

BP's Lubricants and Special Products Group offer an extensive range of value-for-money products designed to meet a wide range of industrial needs. These include hydraulic, heat transfer, circulatory system, production and EDM fluids, gear, machinery and slideway lubricants, engine, transmission and compressor oils and greases. Backing up its product range, BP Response offers a full range of support services enabling the maintenance of key plant and machinery to be controlled according to its condition, with regular 24-hour turnaround sample analysis being carried out for customers' datafiles. A Windows 95 package is also available which enables customers to plan the lubrication of all their plant and machinery efficiently. Other services include spill control kits and absorbents and waste oil disposal.

Nanda Spiniello says, " Having a single named contact for all of their dealings with us will give our customers added reassurance. And, by developing an ongoing relationship with them, the BP Response business management team will be able to provide a more consistent and efficient service to our customers, giving them access to a range of products and services which can contribute to the profitable running of their business."

To launch the service, BP has produced an introductory pack which covers all aspects of the BP Response service. To emphasise the personal touch which is the keynote of this new approach, the pack includes an introduction to each customer's business manager.

For further information, please contact Susan Picton on +44 (0)1908 853 137.