Shell mobility stations level up customer experience in one-stop community hubs

PHOTO: Shell’s Site of the Future combines the best of what mobility stations have to offer for anyone in transit- especially bikers- from essentials, food, digital solutions and sustainable innovations, to create better customer experiences.

With a target of opening 60-80 sites a year to serve more Filipinos, Pilipinas Shell Petroleum Corporation (Shell) aims to create better customer experiences for everyone on the move with an expanded range of products, community spaces, and environmentally sustainable innovations alongside full vehicle servicing in mobility stations.

Shell’s shift from fuels retail to mobility stations nationwide will create the “customer experience of the future” which Shell VP and General Manager for Mobility Randy Del Valle describes as part of Shell’s commitment to cater to the Filipino’s changing needs on the road— from those on foot to those with wheels.

“Mobility is for everyone. Shell is here to keep you safe on the road and make any journey meaningful. The way to keep the Philippines moving forward is to translate trends and customer needs into services that are fit for your specific needs, accessible, and readily available all in one destination while being the country’s sustainability partner,” Del Valle says.

Customer experience beyond fuel

The Shell Acienda Silang site represents the best of what Shell mobility stations have to offer. Dubbed as the first “Site of the Future” in the Philippines, it integrates an inviting and open modern design to upgrade customer experience by making customers feel welcome, hand-in-hand with features like an inviting shop front and an alfresco dining area where customers can enjoy the fresh air of Silang. The parking area is even built around the station to send a clear message to customers that Shell does not just want you to stop, because Shell also invites you to stay.

Like other mobility stations, the site features an integrated air-conditioned lounge with internet access where customers can relax, hang out, or work while waiting for their vehicles to be serviced or as a stopover to and from their destination.

This mobility station in Cavite also emphasizes Shell’s drive to accommodate new forms of transportation beyond motorized vehicles especially with the rise of cycling communities in the Philippines. The station has specialized biker areas and a bike utility service shed to promote cycling, not just for sport and leisure but as a form of transport.

Fit for customer’s needs

To complement customer experience, Shell mobility now offers more non-fuel retail (NFR) products with a wider range of essentials and refreshments from Shell Select and Deli2Go.

Shell has partnered with popular local brands to satisfy customers’ food cravings at mobility stations. Staples like Chatime, Turk’s, Potato Corner, and other unique finds are available in different locales. This is powered by programs like the Department of Trade and Industry’s (DTI) One Town One Product (OTOP) and Go Lokal!, which all help mobilize the products of community entrepreneurs. 

Customers can also do more at our stores with digital services like TouchPay that allows you to pay bills, top up your RFID, GCash, and Paymaya wallets with a tap of a finger.

The newly launched Shell Go+ app makes going to Shell more rewarding. Customers can earn points with any purchases at Shell, get discounts and perks from partner brands and stores, and active members can avail of free roadside assistance. 

Customers staying at home or office can order their favorites from Shell Select and partner stores, using food delivery services like Grab and Foodpanda.

Sustainable sites of the future

Mobility stations are also designed to give customers the experience of sustainable living through a range of sustainable innovations and sustainable choices. This is done through technology to reduce waste and carbon emissions in operations.

Solar panels are integrated in the roofing of canopies and stores, which can power up to 30% of the station’s operations. Aside from solar panels, all new stations are standardized to be equipped with rain catchers to recycle rainwater for non-potable use. Shell Mango in Cebu has optimized this feature for its self-irrigating plant wall.

Sustainable choices include the use of LED and inverter technology in the station’s lighting and cooling systems, as well as eco-bricks made from upcycled plastics for the construction of walls at Shell Select and firewalls. Shell Plaridel in Bulacan prides itself for having a commercial building made of eco-bricks manufactured from 1,200 kilograms upcycled plastic waste, which is the equivalent of 80,000 lubricant bottles.

Another station in Bulacan, Shell Marilao, pioneered the use of Shell Bitumen FreshAir during the layout of its pavements. During the time of the site’s building, Shell Bitumen FreshAir reduced the emissions of nitrogen oxide (NO₂) and other chemicals normally released in road construction. Shell Bitumen FreshAir’s environmental impact during that process is equal to planting 16 trees and removing NO₂ emissions of 40 cars per kilometer laid compared to conventional asphalt mixtures. 

Safety in our stations

Safety remains a priority while considering comfort and convenience. Roadworthiness, to avoid road incidents, is assured with basic vehicle checks done by forecourt service champions and high-performance fuels and lubricants available at all Shell stations.

Shell also takes pride in its thorough Signature Shell Helix Oilchange+ Vehicle Checks which goes beyond oil changes and includes maintenance checks, tune-ups, transmission works, and mechanical repairs. These are done by highly-trained staff including specialized mechanics from the Don Bosco Technological Institute, whom the Technical Education and Skills Development Authority (TESDA) regards as experts in this field. Shell uses modern tools for its Signature 14-point check to avoid human error while making accurate yet efficient vehicle health assessments in less than ten minutes with On Board Diagnostic 2 (OBD 2) tools. 

Shell Helix Oilchange+ services are accessible in over 400 locations nationwide with the newly-opened Shell C5 Southlink as the landmark 400^th site, making vehicle servicing easily available to Filipinos in the metro. 

Shell as more than a fuel station but a destination

“At Shell, everyone is treated like a guest. It will be the ‘third place’ to be when you leave home, school, or work to create a community,” Del Valle says. 

The rise of mobility features and mobility stations as one-stop community destinations are just the beginning of Shell’s forward-looking transformation towards improving customer experiences and optimizing operations for sustainability and use of cleaner energy.

In the coming months, the public can expect more innovations and discussions on how to Keep the Philippines Moving Forward, participating in Shell’s Future Festival, a series of public virtual conferences led by industry leaders and the nation’s stakeholders who will tackle best practices in mobility; energy; STEM, Arts, and Youth; and communities and livelihood.