Caltex’s magazine for employees, franchisees & resellers
Issue 50 Dec – Jan 10
Article Highlights
There are plans to expand the customer base by moving into WA’s burgeoning offshore oil and gas sector.
In this issue:
Direct Sales deliver in every way
A road train hauling fuel over typical remote area terrain.
“You know your customers are satisfied when they’re happy to write a testimonial to help you win further work,” says Harry Stilin, National Sales Manager – Industrial, Caltex Direct Sales.
Business is booming for the industrial division of Direct Sales, which has won several multi-million dollar contracts to now supply around 80 percent of the diesel used by remote area power generation in Queensland and much of the remote area supply in Western Australia and the Northern Territory. The most recent contract signed was with CS Energy in Queensland to supply all diesel and lubricants requirements for Mt Isa, Chinchilla and Dalby.
Now there are plans to geographically expand the customer base by targeting the power generation market in NSW, Victoria and South Australia and to move into WA’s burgeoning offshore Oil & Gas sector.
"The biggest challenge is to build confidence with our customers and prove our capabilities at the most critical times," says Harry. "It's how you respond in a crisis that matters."
The proof is in the performance
Direct Sales proved its mettle in 2008, when, working with Supply & Distribution it stepped in to meet supply requirements in WA after an explosion at the Apache gas field caused a 30 percent shortfall in the state’s energy needs.
In another instance, the team literally kept the lights on when diesel levels at the remote community of Lake Nash fell to critical lows. With roads to the area impassable Brian Jeffries from Caltex Supply & Distribution arranged with Power and Water Corporation to fly in the fuel in specially built drums. “It took two and a half days to drop off the 200 drums of fuel needed to tide the community over." says Brian
Supply & Distribution’s (S&D) problem-solving skills illustrate the key role it plays in guaranteeing Direct Sales’ meeting its customer contract requirements. S&D oversees the delivery chain from fuel pick up at a Caltex terminal to it's delivery on site.
“We’re successful because our Marketing and Distribution teams, through to the individual business managers and the regular operations staff, work closely together,” says Carl Vermaas, National Contracts Manager Supply & Distribution. “I see success as our service to the customer and being the largest supplier to remote area power generators is now our strength.”
A point of difference
Direct Sales continues to fine-tune its customer support, recently appointing Sandra Carey to a new Darwin-based position, Commercial Account Manager NT, making Caltex the only oil major to have a representative working locally on the ground.
Other initiatives include supplying biodiesel to ErgonEnergy for use in the far western Queensland towns of Boulia, Bedourie, Birdsville, Windorah and Jundah – a first for the region - and the start of a staged biodiesel introduction to all the power generator’s remote sites over the next five years. Similarly, biodiesels will be trialled with Power and Water in the NT.
"The proof of customer satisfaction is that they are coming back for more," says Harry. "The biggest testimonial of all is to have a customer renew their contract for an extended period such as five years," he says.