INDUSTRY FOCUS
implementing a new phone system and undertaking several tests to ensure we could still operate successfully at home .
“ For our on-site staff such as drivers , technicians and engineers we ensured they had all the essential PPE required like face covers , gloves , shields and hand sanitiser . Across the Craggs Energy Group of companies , we follow the specific , and sometimes challenging , guidelines set by each of our customers which include several public and private businesses who store and purchase large quantities of fuel . “
This sudden shift to remote working also had an instant impact on software suppliers , who had to rapidly respond to many of their customers needing remote software access .
Communication is key Fortunately for software developers Fuelsoft , infrastructure to enable its own team to work from home was already in place .
“ As we have built our own Cloud SaaS Platform and have expertise using , and supporting , Microsoft 365 services , we have always had the infrastructure in place to be able to effortlessly switch to fulfil our Business Continuity Plan and move everybody to remote working when required , so the switch for us was pretty simple .” commented Neil Smith , operations director at Fuelsoft .
“ We saw a major uptake on the ancillary products that we are able to provide to our customers including things such as Office 365 and drive software . “ Neil continued . “ As efficient and effective communication has become even more critical to businesses with a dispersed workforce , several of our customers have seen the benefits that Office 365 and the included software such as Microsoft Teams , could bring to them , since Microsoft Teams provides a solid platform for interaction between all members of the organisation .
“ In order to get these companies operating remotely , our technical services and infrastructure team had to put in some huge efforts in a short space of time to assist those companies in switching their operations to be securely accessed remotely .”
Sukh Koner , infrastructure manager at Fuelsoft added ;
“ For organisations who have a server onsite to access Fuelsoft , our infrastructure team and service desk team had to spend a lot more time setting up VPN connections , remote desktop set-ups ( including up-to-date remote desktop clients , making sure security patches were applied ), working with 3rd party infrastructure teams to allow users to connect
12 Fuel Oil News | November 2020 through the firewall .” Richard explains how Craggs Energy
Group kept connected ;
“ We regularly communicated with our customers via email , social media , telephone and text messages to inform them of the steps we put in place to protect them and ourselves . These included limiting contact with customers when delivering fuel , no longer requiring customers to sign for their deliveries or accepting payment via cheque or cash and we also extended our CWP scheme to include those who were self-isolating .”
Communication has also always been key at Staffordshire-based Halso Fuels as director Emma Osborne-Wilkes explains ;
“ Prior to Covid we had an open-door policy here and this is still the case , however due to Covid restrictions and social distancing we maintain communication through Whatsapp groups , e-mails and Microsoft Teams . Where possible all meetings are done virtually . We keep our customers in the loop via telephone , e-mails and social media too .”
Meeting customer demands Despite the difficulties that the Covid-19 pandemic has caused , Fuelsoft worked hard to continue to meet customer requirements and implement new systems wherever possible , while also ensuring that they were carried out under the strict Covid safety guidelines .
“ One of the implementations that probably sticks out as the most complex was Petroleum Distribution Jersey Ltd ( PDJ ), as its location wasn ’ t part of the UK mainland . This introduced the added complexity of abiding by the Jersey travel restrictions of having to take a Covid-19 test and provide the results to the Jersey government 48 hours before your arrival . However , all of the hardwork and planning that we carried out prior to the implementation helped to ensure a seamless transmission for our new customer .”
This was verified by the comments received from Nick Cunningham , general manager at PDJ ;
“ Covid-19 has presented numerous challenges in 2020 . Despite travel restrictions , testing and periods of isolation Fuelsoft delivered a smooth and almost imperceptible transfer from our previous distribution and operations software package . The implementation team provided essential support and expert guidance through the delivery phase .”
Ensuring that households have enough in their tanks for increased occupancy is also at the top of the priority list for Carrie Marsh , managing director of Marsh Fuels , Newbury ;
“ We have reached out to all our regular customers to ask if their situation has now changed with regard to working from home due to Covid-19 and students who would be at Uni now studying from home etc , so they do not run out of fuel due to sticking to their usual ordering pattern this year .”
Commenting on the demand changes experienced by Halso Fuels , Emma shared how , in normal circumstances , they would be fuelling festivals during this time . With large events being cancelled however , the company has been busy supplying utility companies and providing fuel for backup generators for some of the Nightingale hospitals , reflecting how customer demand drastically affected ‘ usual ’ operations this year .
Changing requirements also saw significant adaptations to operations for Craggs Energy Group as Richard shares ;
“ We produced and distributed over 1,200 free face covers to staff , customers , and partners like the Calderdale Young Farmers Club , Ribble FM , schools and local charities which include Overgate Hospice and Lancashire Women ’ s Centre ,”