成品油销售企业“司机之家”综合服务体系的构建

Construction of Comprehensive Service System of"Driver’s Home"for Oil Sales Enterprises

为应对日趋激烈的成品油销售市场竞争形势,成品油销售企业以客户为中心,依托加油站网点,提供多元化服务,以解决货运司机“饿、脏、累、怕、愁”五大痛点为切入点,通过统一“选点、形象、功能、验收”标准,突出“安全服务、会员拓展、营销组织、合作增值”运营理念,全面构建了“司机之家”综合服务体系,实现了线下服务实体与线上应用平台的交互融合,全面升级了加油站的服务功能,持续优化了加油站“人车生活”生态圈,改善了物流运输行业从业环境,增强了品牌内涵,扩展了服务外延,提升了差异化竞争能力,实现了社会效益和经济效益双增长,为企业可持续发展作出了新的尝试。

In order to cope with the increasingly fierce competition in oil product sales market,oil sales enterprises constructed comprehensive service system of"driver’s home",taking customers as the center,relying on gas station outlets,providing diversified services,solving the five pain points of freight drivers"hungry,dirty,tired,afraid and worried"as the breakthrough point,unifying the standards of"point selection,image,function and acceptance",and highlighting the operation concept of"safety service,member expansion,marketing organization,cooperation and value-adding",by which the interaction and integration of offline service entities and online application platforms have been realized,the service functions of gas stations have been comprehensively upgraded,the"human life on vehicle"ecosystem of gas stations has been continuously optimized,the working environment of logistics and transportation industry has been improved,the brand connotation has been enhanced,the service extension has been expanded,the differentiated competitiveness has been improved,and the growth of social and economic benefits has been achieved,which has made a new attempt for the sustainable development of enterprises.