Shell's digital transformation initiatives honoured at Malaysia Technology Excellence Awards

It was commended through awards in the Learning and Development Technology – Energy and Automation – Energy categories.

Digital transformation is an ever-evolving space. Companies not only need to keep up with the latest technologies to stay competitive but also have to work on improving their automation to operate more efficiently and respond to changing customer needs and market conditions.

Shell Business Service Centre (Shell) identified these needs early on and took a significant step by introducing a digital upskilling programme that has been instrumental in building integrators and technology innovators for its digital talent pipelines.

They recognised that digital transformation can only happen if employees are equipped with the necessary digital skills. As such their upskilling programme used a blended learning approach, online simulations, and gamification to help employees learn at their own pace and build relevant and practical skills.

This initiative successfully built digital champions who can act as business advisers and strategists to create and implement digital strategies across the organisation in the Asia Pacific and China. These champions are well-versed in digital channels, platforms, tools, and techniques, and they have become valuable assets to Shell.

On top of enhancing the skills of its workforce, Shell’s success in this endeavour is also evident in the positive feedback received from business stakeholders who have acknowledged the enhanced quality of services.

Whilst the programme has already been deemed successful, Shell continues to work on improving it by constantly reviewing and updating it to ensure it remains up to date with the latest developments in the digital landscape.

Meanwhile, in terms of automation, Shell developed an automated billing solution that provided added value to customers. This innovation was introduced after the company identified two challenges in its operations: the need to adhere to local tax regulations to expand business in the e-commerce space and the need to promote e-invoicing to end customers.

Shell recognised that traditional billing processes were not only time-consuming but also created unnecessary paper waste. Given this, the new automated billing solution enabled the company to streamline its billing process, reducing the time and resources required to process invoices. This has resulted in significant cost savings for the company, allowing it to invest in other areas of the business.

Additionally, the automated billing solution ensures that the company complies with all local tax regulations and reduces the risk of non-compliance penalties. This automated billing process has significantly reduced billing errors for B2C customers and reduced billing cycles for B2B customers.

Looking into the success of the project, Shell implemented a range of measures, including increased customer satisfaction, reduced billing errors, and the enablement of business expansion. It has also seen an increase in new customers and existing customer retention rates, which has had a positive impact on its bottom line.

It is for these achievements that Shell has won two categories at the Malaysia Technology Excellence Awards. The Learning and Development Technology - Energy award was given to Shell for its digital upskilling programme. Meanwhile, its win in Automation - Energy was in recognition of the successful development and implementation of its automated billing solution.

Malaysia Technology Excellence Awards is a prestigious awards programme recognises exceptional companies that are leading the technological revolution and digital journeys of their respective industries to boost Malaysia's fast-growing economy.

The Malaysia Technology Excellence Awards is presented by Asian Business Review Magazine. To view the full list of winners, click here. If you want to join the 2024 awards programme and be acclaimed for your company's outstanding contributions in pursuit of technological innovation, please contact Danica Avila at [email protected].