Title: Animation: Shell Delivers Advice
Duration 5 min
Description:
This “How to” tutorial shows how a technology specialist in Shell Global Solutions resolves a question received through AskShell! This animation has different, complementary information to the tutorial “Client asks Shell a Question”. The animation shows how to re-assign a question, appoint a ‘back-up, and use filters to select questions of interest to a specific client, or knowledge area
[Background music plays]
Bright, upliftingmusic
[Video footage]
Introduction shows laptop and SCC visual identity
Slide 1:
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In this animation, Shell Global Solutions responds to a question raised through AskShell!. Also watch the animation “A Customer Asks Shell” .
In AskShell!, there is always oneand only oneShell Specialist responsible for resolving the question. The responsible Shell Specialist is notified automatically by email.
The Shell specialist, or SME,clicks the link to the question.
[Video footage]
Camera zooms in to show website from SCC
Slide 2:
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The question is clearly stated at the top of the page.
Normally, the SMEassigned in the question,organises the answer.
The SME may re-assign a question to a colleague better able to provide the advice more quickly.
Use the ‘pencil’ against a nameto re-assign responsibility
Slide 3:
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[Video footage]
Shows more features from the website
(Text display)
Here, we are inside the AskShell! dialogue.
In the “HISTORY” pane,we see this question was re-assigned.
The top of the screen also provides information tags like:
- The Company and
- the selected Knowledge Area
Many Service relationships agree a threshold, below which the SME may immediately progressthe advice without specificapproval. This threshold is typically “Zero to Four” hours, but in Shell Customer Connect, a different threshold can be specified.
When the total Shell effort required to resolve the question is morethan the threshold, the SME adds a note which is flagged to the Company Coordinator and theService Manager who will provide guidance.
Slide 4:
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[Video footage]
Shows how to comment box works on the website
(Text display)
In the comment box…
- Type in explanations or request more information.
- Provide links to a report in the knowledge area or an answered question.
- Copy sections from an email, or another document.
When copying and pasting from a document, paste in“ Plain Text“ Format
Use “UPLOAD” to attach files such as Process Flow Diagrams, data, Excel, PowerPoint or even emails.
- Summarise the advice in a structured document and UPLOAD as a PDF.
- Any textin any documents will be found by the Global Search function.
The SME flags the question RESOLVED when the adviceis completed. “RESOLVED” invites the question owner to close the question,or re-open itif it is not in fact complete.
Slide 5:
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00 / 5:00
[Video footage]
Shows how to check the status of the questions box on the website
(Text display)
In the HOME screen the status box is at the top left of the screen.
- Here thereis 1 unread question and 1 updated question.
- These are clickable links to the AskShell! page
Another route to the AskShell! questions is to use the COMMUNICATION tab in the navigation bar.
Slide 6:
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[Video footage]
Shows how the filter works in AskShell
(Text display)
In the AskShell! page, the default filter issetto listonly the questions where the SME is the responsible Shell Specialist.
Use the CUSTOMER filter to focus on a specific company.
- Check “123XYZ Petroleum Inc“;and uncheck “My Questions”.
This lists all the questions 123XYZ Petroleumin all knowledge areas.
Selectthe Knowledge Area filter to focus only on the“Mechanical, Materials and Integrity” items
Take a look at the other available filterssuch as“question status” or “priority”.
The local search function is a powerful tool to interrogate the question domain selected by the filters.
Slide 7:
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[Video footage]
Shows what you can find in the communication area from the website
(Text display)
In the COMMUNICATIONS area, there are two links above the filters.
Use the ‘”ASSIGN BACKUP” featureto redirect any new questions to a specific colleague if you’re not available.
“MY CONNECTIONS” reports the designated PEER to PEER CONNECTION for the Customer Company and Shell per Knowledge Area. The Shell “Delivery Group Team Lead”maintains the Shell Connections, and the Company Coordinator updates the Company Connections.
Slide 8:
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[Video footage]
Shows gives closure to what has been explained
(Text display)
Effective communication relies on the speed and quality of our responses to questions.
Shell Customer Connect Communication provides a tool to help us keep communication clear, transparent and recorded. Communication itself remains a conversation between people: the phone, video and face-to-face remain essential elements.
Footage
Tutorial explaining different functions of Shell Customer Connect