Improved customer service for domestic refined products

Recent enhancements to Saudi Aramco’s Customer Care Center Besides, including a centralized function to process customer requests have made it easier and quicker for domestic customers to gain access to refined products.

Catering to the needs of more than 3,000 customers across the Kingdom from Turaif in the north to Jazan in the south, Aramco’s sales representatives handle requests and initiate sales agreements for new clients before directing the requests to the responsible entity within the company for further processing.

The center monitors and analyzes data about demand and supply at the company’s domestic sales network consisting of 22 bulk plants to ensure that customer requests are fulfilled in a timely manner. By automating a number of functions customers now have the option of completing their routine requests through an interactive voice response system by phone — without the need for a sales representative.

A new truck tracking system enables real-time monitoring for more than 2,100 hauler trucks’ movements and alerts operators if there is an indication of unsafe driving or potential delay. This enables the efficient and safe operations of Saudi Aramco product hauling across the Kingdom.