UK bulk liquid storage company UM Terminals has introduced a new customer service portal, Client Central Services, which includes important administrative information and real-time data.
UM says that it will help customers to make critical business decisions, and the portal includes information such as weighbridge documentation and current tank stock levels at all of its eight terminals, which have a total storage capacity of 300,000 m3 in 280 tanks, storing products including vegetable oils, industrial, food and feed, chemical, fertiliser, fuels, biofuels and base oils. Clients have a secure login and can access data at any time from a desktop, tablet or mobile device.
‘We looked at all of the administration going on across our UK sites and started to think about how we could streamline and bring it all together. The key was not just about centralising the service, but ensuring that we maintained the same quality of personal service that customers were used to. We worked closely with our group business intelligence developer Adam Pierce to create a whole new way of working,’ says Lynn McCoy, UM Terminals’ Client Central Services manager.
The weighbridge, for example, depended largely on manual, paper-based reporting. This new, online, paperless solution results in clearer, more accurate information that can be accessed more quickly. At the central control room at UM’s Regent Road Terminal in Liverpool, UK, a bank of screens allows staff immediate visibility of the weighbridges, customer information and current stock levels.
This visibility allows much better operational planning and flexibility, in an environment where the team may only have very short notice as to when a customer is coming in. UM’s busiest terminals in Bristol and Birkenhead can handle more than 40 vehicles in a single day.
Bryan Davies, managing director of UM Terminals, describes the new portal as a ‘gamechanger’ for customers and adds: ‘Our team is able to keep pace with the constant flow of customer requests and allows us to provide a one-stop shop bringing together stock information, contracts and invoices and various other information and data. Rather than having to deal with different departments, the beauty of Central Client Services is that customers have a single point of contact. Even during Covid-19, when we have been working remotely, the quality of customer service has remained the same.’
McCoy says that the response from customers so far has been positive, and that the portal may be developed in future to offer more kinds of reporting.