With an individual approach to each of the customers, we managed to find the right solutions and get out of a difficult situation with satisfaction on both sides
The past year was full of challenges for all, both the company and the customers. In everyday contact with them, we have listened to their needs and we have tried to overcome this difficult business period together.
The coronavirus pandemic has especially affected transport. How did it affect you? How have you overcome the obvious challenges and what have you learned from the past period?
The pandemic has showed that by listening to customers and our partners, with a proactive approach to work and a good team, we can achieve success. Although the pandemic has brought on many business obstacles, we will overcome the pandemic even stronger because we have learned a lot and many things we have learned will be useful in the period to come.
One of the biggest challenges we faced was the creditability of our customers. With an individual approach to each of the customers, we managed to find the right solutions and get out of a difficult situation with satisfaction on both sides.
We are especially proud of the fact that the results of the Customer Satisfaction Survey implemented by the end of last and the beginning of this year have shown that satisfaction of wholesale customers with our services stands at 93%. This is proof that even in the unexpected and unpredictable circumstances we have managed to maintain the level of service we provide with our joint efforts with customers and that we have satisfied customers, both with our products and services.
MOL Serbia is constantly engaged on the improvement of its portfolio. What are the benefits offered to transport companies?
We find it important to have partner relations with our customers. We have cooperated with many of them for years and we are proud of that fact. We are trying to add new benefits for loyal customers all the time, including prize activities we prepare and special offers in Fresh Corner at service stations. In Serbia, we have 27 Fresh Corners across the country as an integral part of our service stations. In a pleasant and warm environment, customers have at their disposal top-quality coffee, hot dogs, sandwiches and crispy pastry. I would like to highlight our highway stations Horgoš 1 and 2, Batrovci 1 and 2, Markovac, Jagodina, Rumenka 1 and 2, as well as service station Mojsinje because these Fresh Corners include homemade meals and barbecue. Stations have large parking lots suitable for trucks and they are also a great place to make a rest stop on the road.
“As a company operating in the European Union, MOL respects and promotes all regulations related to environmental protection”
This year our Fresh Corner celebrated fifth birthday here in Serbia. In the last five years, more than 4 million coffees, 147,000 hot dogs and almost 340,000 sandwiches have been sold in Fresh Corners, a reliable indicator that customers recognize the Fresh Corner as a rest stop for drivers while they are on the road.
MOL Serbia company is trying to keep track with changes and new habits of its consumers. Do you plan to introduce some new services and benefits for transporters?
By listening to customers’ needs and keeping pace with market trends, we will have an opportunity to offer a postpaid toll payment service to our customers. Transport companies will find this service very useful having in mind numerous benefits: passage without stopping on toll lanes, use of TAG devices without credit top-up, summary invoice and specification of passages with a monthly bill of all transactions. TAG device top-up will no longer be necessary and the invoice provided at the end of the month will be a cumulative invoice with all passages
MOL Group Strategy 2030+ focuses on reduced carbon emission, efficiency and circular economy. To what degree are the changes you plan to introduce in accordance with the abovementioned Strategy?
Challenges caused by pandemic, but also by climate changes, new demands that come from our customers – those are reasons to update long-term strategy at “Shape tomorrow” MOL Group Strategy 2030+. We will serve and respond to the interest of the widest possible range of stakeholders with a special focus on customers and their needs with the aim to stay their choice no. 1 and their partner in transport.
As a company operating in the European Union, MOL respects and promotes all regulations related to environmental protection. As this is part of the MOL Group strategy and we have great experience in this field, we look forward to new biofuels legislation, which will further bring Serbia on the path to a more eco-friendly environment and harmonize legislation with EU standards.