is a specialist chemical company producing high quality fuel and lubricant additives. Formed in 1999 as a joint venture between ExxonMobil Chemical Company, Shell Petroleum Company Limited and Shell Oil Company, Infineum supplies customers across the globe.
Infineum places a very high value on its relationships with customers. To improve its service it launched an eBusiness initiative that provides valuable support and information for customers.
Customer satisfaction is a key measure of leadership in Infineum's industry. In order to improve its service, Infineum decided to create a secure web site that would provide customers with access to critical and sensitive customer service information. This secure site had to provide powerful features for collaboration and knowledge exchange with customers, as well as providing easier access to documentation and other information that supports Infineum's business. Infineum wanted to create an infrastructure that could be utilised for further eBusiness initiatives, such as online transactions, and online applications that allow customers to define which of Infineum's complex product range is suitable for their needs.
The secure site, now known as Infineum-Plus, was designed in close consultation with the customers who would be the first users. The requirements included; access to Product Data Sheets, safety documentation, online reports showing purchases that the customer has made, and facilities to allow Infineum to target information at particular customers. Security was of paramount importance.
The Infineum-Plus site was created in a highly secure area protected by firewalls. Microsoft Windows 2000 and Commerce Server 2000 were utilised to develop the site. The major challenge was the creation of product catalogues (in XML format) for Infineum's customers, using data from a variety of sources, and the interfaces that allow customers to access data in "back-end" systems, such as Material Safety Datasheets (MSDS).
WebIntelligence from Business Objects was used for online reporting of a customer's purchases. The site was developed in less than 90 days.
Infineum's business is highly complex, and customers typically require considerable technical support when selecting products. By providing online Web access to a Rex developed internal product configuration tool and other technical applications, customers will be further empowered, and better able to understand the capabilities of Infineum products. The Infineum-Plus platform is well placed to provide online ordering, order tracking and other complimentary features.
Rex has a deep knowledge of the chemical industry, and considerable experience in systems integration, project management and eBusiness Technology. Rex has been the key technology advisor involved with Infineum's eBusiness strategy from the start, participating in the whole life cycle of the eBusiness initiative. A team from Rex managed and implemented the Infineum-Plus site. This meant working closely with Infineum's infrastructure team and back end systems in order to develop the required interfaces.
"Rex’s contribution to Infineum-Plus has been extremely effective. Working as an integral part of the team to build a solution that meets our customers’ requirements; their pragmatic approach to the technology and good knowledge of our industry have been key to this success."
Bill Thomson, Infineum’s World Wide IT Manager