MUSCAT: As part of the annual celebration held to advance, strengthen, and promote customer services, Oman Oil Marketing Company (OOMCO) celebrates ‘Customer Care Week’ from October 17-21.
Each year, the company participates in a week-long celebration, honoring its community and providing customers with authentic and enriching experiences. The celebration was observed through a number of activities including an interactive social media competition, various customer care activities and the distribution of assorted gifts to customers at its service stations throughout Oman including Al Dhakhiliya, Al Sharqiyah and Dhofar.
This celebration marks OOMCO’s on-going efforts to improve its customers’ overall experience. As a leader in the fuel marketing sector in the Sultanate, it has dedicated itself to being the most customer-centric fuel marketer in the region and delivering a unique, and innovative, re-tail experience.
Its mega service stations, being rolled out at flagship OOMCO fuel stations across the country, have been designed to include coffee shops, car care centers, convenience stores, shopping complexes with global brands, separate gyms for men and women, children’s play areas, pharmacies, nurseries, ATMs, and business centers for students. But more than that, they offer a hub for community-based activities, and a stop to look forward to, on every journey.
“The fuel retail industry isn’t one where customer service would spring to mind; traditionally it was a necessary, but mundane, part of owning a car. But there is so much more potential,” said Khamis Nasser Al Shuaibi, General Manager of Shared Services at OOMCO. “For us, it’s not only about what we offer, but how we offer it. What are the things our customers need to do in their daily lives and how can we help them achieve them in an enjoyable and convenient way. A warm and friendly environment, extra rewards and incentives, are all plus points for us, and of course, the digital aspect.”
Especially since the pandemic, OOMCO has adopted a holistic approach to customer service. From a dedicated call center team, complaints system, to satisfaction surveys, its customer touchpoints are user-friendly, and most of all, accessible anytime and anywhere. Meanwhile, it has been increasingly creative in the face of rapidly shifting consumer habits, like the demand for contactless transactions and online services. At service stations, customers are now provided with four payment options to eliminate the need to handle cash, offering safer and smarter ways to shop and re-fuel. This includes the new Basma Plus prepaid fuel card and the OOMCO World app, which offers lots of features and rewards. As this becomes the ‘new normal’, OOMCO is positioning itself for an increasingly digital future.
Wagering on customer preferences, loyalty and technology, OOMCO continues to enhance its offerings. From investing in cutting-edge technologies and digital solutions, to engaging in strategic partnerships with F&B brands and even expanding into logistics, it continues to push the boundaries of value and convenience ever further. The future might seem uncertain, but, as long as customer-centricity remains at its heart, OOMCO believes its journey will continue to be move in the right direction.
