Reimagining How Converters Engage with Polyethylene Suppliers
Shell Polymers conducted 1,000+ hours of interviews over two years that inspired new technologies and innovative ideas that address the unique challenges of plastic converters.
Understanding Converter Challenges
The outcome of those interviews? A deeper understanding of what customers look for in polyethylene suppliers and areas we can improve the relationship. For example, our conversations revealed that there is an opportunity to increase transparency around shipments through GPS tracking. Similarly, we discovered having experienced team members who understand the unique needs of an application and industry would ease the stress of placing rush orders.
That’s why we’re creating a supply chain that incorporates innovative ordering and fulfillment technologies—all to increase supply reliability and ensure peace of mind.
Improving Customer Experiences with Advanced Technology
Robust Notification System
Robust Notification System
Our technology solutions will be specifically designed to streamline behind-the-scenes operational processes, so company experts are more efficient and can focus their energy on our customers. These tools will also include a robust notification system to keep converters in the know proactively, so last-minute surprises can be reduced.
Proprietary Digital Hub
Proprietary Digital Hub
At Shell Polymers, introducing new tools and processes, such as our proprietary digital customer hub, is just one way we’re planning to deliver an unrivaled customer experience. Pairing our team of passionate industry experts with advanced technology like this will help converters prevent supply chain disruptions and cut down on costly delays.
Real-Time Truck and GPS Rail Tracking
Real-Time Truck and GPS Rail Tracking
We have equipped all of our hopper cars with GPS units, which is a first in the polyethylene industry. This investment in track-and-trace technology provides peace of mind to customers, enabling them to track their shipments and receive a delivery estimate through our Customer Hub.
Automated On-And-Off-Site Inventory Tracking System
Automated On-And-Off-Site Inventory Tracking System
In our research, customers told us they want quick access to information such as the location of their railcar. Because of this feedback, we’ve implemented an automated on-and-off-site inventory tracking system.
Predictive Maintenance Program
Predictive Maintenance Program
The plant’s predictive maintenance program will combine embedded sensors, analytic models, and artificial intelligence to help monitor critical operations around the clock. The AI algorithms will learn to identify when issues are developing so we can proactively address them, helping to create a more reliable and uninterrupted supply chain experience.
Customers Can Easily Submit and Track Inquiries
Customers Can Easily Submit and Track Inquiries
Through our Customer Hub, converters can submit inquiries regarding billings, shipments, and more. As well as access a transparent record and status update about any prior inquiries.
Leveraging Diverse Perspectives
We are hiring people who have different upbringings, come from different countries, and have different work experiences. Those viewpoints give us new industry perspectives, help accomplish our goals as a polyethylene supplier, and drive creative problem solutions.
Hear More From Our Experts
EMMA Bringing Diversity to the Industry
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Title: Bringing Diversity to the Industry
Duration: 1:17
Description:
A short video of Emma Lewis speaking about Shell Polymers diverse workforce.
Emma Lewis Transcript
[Emma Lewis, speaking to camera]
So the industry is changing. There is quite a large span, you know, we have a lot of individuals that are sort of they’ve been in the industry a long time, they’re very experienced. And then we have a gap; and we have a lot of younger people, and we’re seeing that reflected both in our workforce but also in the customer. And ultimately we want to be able to mirror, you know, what the customer does. I also think that creativity that comes from diversity is really important. So, we have people in my team who have different upbringings, they come from different countries, they’ve had different work experiences. All of those things bring a hugely different perspective to what we are trying to do, and they really drive creative problem solutions and really just generate a much, much better product.
[End slide]
Creative Problem Solving
That’s one way we Break the Mold.
LAURA What Sets Us Apart
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Title: What Sets Us Apart
Duration: 0:56
Description:
A short video of Laura Chamorro speaking about Shell Polymers.
Laura Chamorro Transcript
[Laura Chamorro, speaking to camera]
What I enjoy most about working for Shell Polymers, and also in my role specifically, is that we have a blank slate to create a new way for the industry and also for Shell in this market. So we’re not focused on trying to improve or change processes that have been existing for decades before us, but we’re able to look at what is most beneficial to our customers, to the market, and what will ultimately make us successful in our relationships.
RYAN Cultivating Relationships
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Title: Cultivating Relationships
Duration: 0:49
Description:
A short video of Ryan Siegfried speaking about Shell Polymers.
Ryan Siegfried Transcript
[Ryan Siegfried, speaking to camera]
You know, ahead of plant start-up, we are absolutely interested in talking to any potential customer out there. If you think about what we are trying to deliver to the industry, you know, we really need participation from our customers, and to help us shape that vision. We can set ourselves up for success, but we have to have collaborators from the customer and converter side, to make sure that we’re successful.
DAN Experts at the Ready
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Title: Experts at the Ready
Duration: 0:50
Description:
A short video of Dan Moldovan speaking about Shell Polymers.
Dan Moldovan Transcript
[Dan Moldovan, speaking to camera]
We will have state-of-the-art expertise. We have people that have been in the industry working for other polyethylene producers for a number of years. So, if they have an issue with something in their process or they would like to get a second opinion, or they would like to get help, we have the expertise in our lab to do that. We also have the state of the art testing facility,so once we make the products,we can do the evaluations to determine if that product meets their needs.
A One-to-One Approach to Customer Service
At Shell Polymers, we are committed to doing things differently, so we can offer a more personal customer experience. To do this, we’re assembling dedicated customer service representatives and technical teams for every customer. This ensures that the Shell Polymers team members you interact with have an in-depth knowledge of every facet of your business and are uniquely prepared to help solve challenges such as last-minute orders.
With dedicated account teams and engaged service reps, customers will experience a different kind of conversation when they reach out to their polyethylene supplier. From the account managers who help drive continuous business growth to our technical service pioneers who provide dedicated customer support, converters can rest easy knowing that their business is a priority. Our team of passionate polymer professionals are prepared to think open-mindedly about how to create an unrivaled customer experience unique to every business.
