Tüpraş, prioritizing customer satisfaction at every step, continues its efforts to meet the demands and expectations of its customers at the highest level and in the fastest way within the framework of its Customer Relations Policy. In this context, the company continuously improves its customer communication channels and diversifies them with new practices and applications.
Tüpraş adopted the agility method by shaping its customer relations policy in line with the “New Normal” period, and implemented innovative approaches with coordination and synergy between teams.
With the renewed “Customer Notification Management” software, customers can convey their requests and complaints to Tüpraş more easily. For this purpose, new notification topics are created according to the demands of Tüpraş customers and now customer demands can be elaborately analyzed. Customer notifications are assigned to a specialist at Tüpraş refineries, and customers receive a respond to their requests within shortened standard responding time.
With the integration of the renewed software into different communication channels such as 32 Customer Notification Points in 8 locations where customers can be reached, Customer Portal Customer Solution Center and Customer website, fast and easy access is provided to the customer under a single roof.
Through a system that is mobile friendly and compatible with the Customer Portal and website, up-to-date information regarding customer notifications and the status of the notification can be checked.
The voice of the customer is followed instantly in all communication channels
As a public company, Tüpraş carries out all its activities including production and distribution processes with great transparency and acts with the goal of open communication. The voice of the customer is instantly monitored through various communication channels such as 32 Customer Notification Points placed in all areas where customers are contacted at the refinery and terminals, the renewed Customer Portal application and the website. Coverage of the Tüpraş Solution Center, which aims to provide a higher level of service to existing and potential customers, is constantly expanded in line with the needs of customers.
