Shell Polymers Customer Hub
At Shell Polymers, we’ve always strived to reinvent the customer experience. It started with strategically building our Pennsylvania plant to be 700 miles of most North American polyethylene buyers—and has since extended to our processes, ways of working and our industry-leading Customer Hub, which we’ve spent two years developing and testing directly with customer feedback.
The Hub in real life
Let’s be real: Your to-do list is already long enough without adding “chasing down my PE supplier” to it. Read on to see our key Hub features put into practice through a fictitious Product Manager named Polly. (Yes, her name is modeled after the term “polyethylene.”)
Ordering
It’s time for more product, so Polly logs into the Hub where she’s able to view all the orders she has placed throughout the past 15 months. Historically, she has had to manually resubmit the same order details each time with other suppliers, but she’s so happy that she can easily re-order frequently purchased product through the Hub in as little as one click.
Completion time: 1 minute
Shipment tracking
Her team is eager for the shipment to arrive and is already hounding Polly with questions. Luckily, she’s able to immediately track her rail shipment via GPS and share the ETA and relevant documentation with her colleagues.
Completion time: 1–3 minutes
Inquiries
Polly quickly realizes that she ordered the wrong product and elevates this by creating an inquiry. To her surprise, her Customer Relationship Coordinator (CRC) replies promptly. Whew, crisis averted!
Completion time: 3–5 minutes
Reports
Polly’s supervisor has a question on the order and wants to check out the product’s price history. Polly has a moment of panic because it could take a while to sift through the data, but then she remembers she can quickly download the price history report in the Hub.
Completion time: 1–3 minutes
Notifications & alerts
To Polly’s surprise, she receives a notification that her rail shipment is going to be arriving earlier than anticipated. As a result, she’s able to plan accordingly and work with her team to ensure there is adequate storage space.
Completion time: Prompt
Search & document repository
Fast-forward a few months and Polly’s team has been audited. Polly needs to produce a paper trail and the search and document repository makes it easy to pull everything she needs without having to search through endless files.
Completion time: 5 minutes
What’s the hubbub?
You wouldn’t buy something without reading customer reviews—and we get that. See what current Hub customers have to say.
“The Customer Hub is a Formula 1 race car. Other competitors are barely producing a horse and carriage.”
Product Manager
“This is the most high tech and user friendly portal compared to other suppliers.”
Product Coordinator
“The Customer Hub has been one of the wow moments of working with Shell Polymers.”
Relationship Manager & Buyer
Interested to learn more?
If you’re a Shell Polymers customer, please get in touch with your sales executive or CRC for details on getting Hub access and all the current and upcoming features our system has to offer.
Psst…if you’re not a customer, we’d love to connect with you on what Shell Polymers (and the Customer Hub) could do for your business! Fill out the contact form below and we’ll be in touch.