Shell Indonesia LubeHealth

CHALLENGE

Need Better Work Experience for Shell LubeExpert

Addressing manual work for daily administrative tasks

However, the process was burdened by inefficiencies. The team relied heavily on manual, paper-based workflows:

1. Administrative Overload
   Filling forms, conducting assessments, and recording results involved tedious paperwork.
2. Fragmented Data Storage
   Photos of machinery were stored separately on smartphones, while reports and assessment records were scattered across different formats.
3. Time-Intensive Processes
   The manual system required duplicate efforts—first recording the data on paper and then digitizing it for future analysis, causing delays and increasing the risk of errors.

These challenges made it harder for Shell LubeExpert to focus on their core mission: delivering exceptional service to clients. It also introduced delays that could lead to customer dissatisfaction and missed opportunities for proactive maintenance.

SOLUTION

Design, Develop, and Implement Mobile App

Digitalise end-to-end business process

Recognizing the inefficiencies in Shell LubeExpert's workflow, Xtremax proposed an end-to-end digitization solution. The goal was to streamline operations, reduce repetitive tasks, and enhance the team's ability to provide quick and accurate insights to clients.

How was this solution implemented and what made the solution stand out?

1. Mobile App Design and Development
   A custom mobile application, Shell LubeHealth, was developed exclusively for the LubeExpert team. This app became the central hub for all lubricant assessment activities.
2. Key Features of the App
   • Integrated Data Collection
     LubeExperts can fill forms and questionnaires directly on the app during assessments.
   • Photo Integration
     Photos taken using the smartphone are automatically tagged and linked to the corresponding assessment, ensuring organized and easily accessible data.
   • Automated Calculations
     The app calculates lubricant replacement schedules and identifies suitable products based on the data, eliminating manual computation.
3. Business Process Transformation
   • The digitization of the assessment process eliminated the need for paper-based workflows, reducing administrative load.
   • Centralized digital storage ensured that all data, including images and reports, were stored securely and could be accessed instantly.
4. Cloud-Based Data Storage
   • Unlike the old paper-based system, all data, including assessment records and photos, is now stored securely and safely in the cloud. This ensures:
     • Centralized Access: LubeExperts can retrieve and update data anytime, eliminating delays.
     • Enhanced Security: Sensitive client and machine data are protected from physical damage or loss.

This approach addressed not just the immediate operational pain points but also aligned with Shell's broader vision of leveraging technology to improve customer engagement.

RESULT

Enhanced Customer Experience due to Better Digital Interface from Employee Side

Less processing time and increased user satisfaction

By transitioning to a fully digital workflow, Shell LubeExpert achieved the following outcomes:

1. Streamlined Operations
   • Tasks that previously required multiple steps—such as conducting assessments, digitizing records, and calculating schedules—are now completed in real time.
   • The app reduced the average processing time significantly, allowing experts to focus more on advising clients rather than administrative tasks.
2. Enhanced Customer Satisfaction
   • Faster turnaround times and more accurate assessments improved client confidence in the services provided.
   • With better-organized data and instant access to historical assessments, LubeExperts could offer insights tailored to each client’s specific needs.
3. Improved Employee Productivity
   • Eliminating repetitive and manual tasks freed up valuable time for the team, allowing them to handle more clients and provide higher-quality service.

With the long term business benefits:

• Scalability for Growth
  With the new system in place, Shell LubeExpert is now better equipped to handle an increasing volume of clients and adapt to emerging technological trends.
• Data-Driven Insights
  The digitized data repository enables Shell to analyze trends and refine their service offerings, further strengthening their competitive edge.

FUTURE ROADMAP