COMPASS RETAIL
A strong value proposition
Operating through 43,000 service stations, Shell delivers a strong
value proposition to customers and retail partners worldwide: it aims
to be the “best fuel retailer in the world.”
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upporting this strong commitment,
Shell sets high standards in terms of
safety at the service station, ensures
sustainable quality and performance of its
fuel products, and provides powerful, integrated systems for their retailers. Achieving
and maintaining these exacting standards requires the alignment of systems and processes, as well as excellent cooperation between all
partners and companies involved.
S
ly supported Shell Germany with the implementation of an innovative cash management
solution, providing a reference against which
Shell selected Wincor Nixdorf as a supplier
for their next-generation site system software
solution. As the market-leading solution for
global site systems, Wincor Nixdorf’s NAMOS
I-Service Station portfolio with its site systems, solutions, and services provided the required platform Shell was seeking.
kets where Wincor Nixdorf was working –
comprising global service management, endto-end procurement, staging, logistics, and
deployment as well as ongoing end-user helpdesk and specialist helpdesk services. These
services are essential to the success of GSSP.
Once the solution is approved as productionready in each market, it has to be implemented and operated to the highest standard. This
milestone in the relationship represented a
The journey begins
Due to changing regulations, the increasing
importance of the brand reputation, exacting
compliance requirements, the security of payment systems, and aging infrastructures, Shell
initiated a large-scale investment program,
the Global Site Systems Program (GSSP). The
objective of GSSP was to upgrade or replace
the service station systems across 18 selected
markets. In 2008, Shell set out to find the best
partners globally to help achieve its goals.
At that time Wincor Nixdorf had successful-
Convincing with performance
The relationship was extended in 2009, when
Shell commissioned Wincor Nixdorf to provide their site system BEETLE Point of Sale
hardware solution. Working together closely
with other collaborative partners, Shell and
Wincor Nixdorf implemented the target GSSP
solution in Hong Kong, the United Kingdom,
and South Africa, with Austria and Switzerland
to be implemented in 2013. In 2011, Wincor
Nixdorf was again selected to deliver Global
Site Systems Support Services across the mar-
major step toward forging a strong, collaborative, transparent, and trusting relationship between Shell and Wincor Nixdorf.
One solution worldwide
The Global Site Systems Program has designed a solution ready for global implementation. This calls for partners who can collaborate globally to deliver consistent and reliable services. Selecting the right supplier was
a crucial aspect. Trust, a desire and willingness to learn from each other, the ability to >
BENEFIT CHECK
– Globally consistent site system solution
– Global end-to-end service
– Standardized processes
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COMPASS RETAIL
> achieve economies of scale, improved global
delivery, and the ability to continuously innovate play an important role. In addition, the
partners share the same philosophy with regard to health, safety, and sustainability. Aligning with Shell and its core values of honesty,
integrity, and respect are critical to the continuous development of the relationship.
Aligned to the future
As the Global Site Systems Program evolved,
so did the solution. Wincor Nixdorf deployed
its Cashless Payment Solutions team to enhance the NAMOS i-Payment solution and
deliver a compliant, secure, and reliable payment and loyalty solution set. Shell wanted to
deliver and exceed the value proposition they
offer to customers in terms of quality and service across all service stations. Customers today want to be able to pay for their fuel or
their shopping at the convenience stores or on
the forecourts in very different ways, and also
enjoy the advantages of interacting through
new communication channels to receive new,
targeted offers through Shell’s loyalty program. The Global Site Systems Program delivers the solution that realizes such benefits
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– and answers the demand to harmonize site
systems by means of more standardized, endto-end, and automated processes and devices.
Wincor Nixdorf aligned their structures and
processes to enable them to react more effectively to address Shell’s requirements, demonstrating an understanding that centralization
is crucial for steady and repeatable processes
– that the delivery of a solution across international boundaries requires the ability to deliver globally in a predictable, repeatable, and
consistent manner.
Creating the infrastructure
Wincor Nixdorf has worked to meet Shell’s requirements by creating an end-to-end global delivery network. This includes leveraging
Global Field Services and a Global Customer
Care Center in Warsaw, Poland. The Wincor
Nixdorf global competence center for cashless
payment solutions in Prague managed development of the NAMOS portfolio to include a dedicated i-Payment module aligned with Shell’s
requirement for secure payment solutions and
customer loyalty programs. Wincor Nixdorf
also created a global service integration platform that is used to manage service functions
such as a helpdesk and end-user or technical
support worldwide, including service integration and control across multiple suppliers.
Learning from each other
“While working together, both companies
have learnt from each other,” says Wincor Nixdorf’s Neil Hendry, Global Account Manager
for Shell. “The result is a strong, resilient, reliable, and open relationship.” In addition, along
with other global portfolio suppliers, Wincor
Nixdorf is now one of the strategic suppliers
within Shell’s supplier ecosystem tasked with
providing very specific skills in service station solutions and services. Shell works closely with its ecosystem members, but also expects their members to commit to collaborating with Shell and with each other so that
innovative solutions can be designed, developed, and delivered.
The journey continues
With these foundations in place, the relationship is set and Wincor Nixdorf looks forward
to working and supporting Shell in delivering
its aspiration to be “the best fuel retailer in the
world.”
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