Frost & Sullivan Honours Shell Lubricants for its Outstanding Commitment to Customer Value Enhancement

Shell wins acclaim for product leadership backed by exceptional customer service and technical support

Nov 05, 2012, 11:45 ET from Frost & Sullivan

LONDON, Nov. 5, 2012 /PRNewswire/ -- Based on its recent analysis of the automotive lubricants market, Frost & Sullivan recognises Shell with the 2012 European Customer Value Enhancement Award. Shell is commended for its holistic approach; a wide range of innovative, advanced, high quality products supported by exceptional customer service and technical support.

"Shell has been constantly innovating in its approach to the lubricants market and has worked in tandem with OEMs to develop customised solutions," noted Frost & Sullivan Research Analyst Shree Vidhyaa Karunanidhi.  "The company has effectively addressed the demand for highly technical and complex solutions in the engine oil and transmission fluids market. In doing so, Shell has been enhancing the value that it offers not only to its OEM clients but also to actual end users."

Mark Gainsborough, Executive Vice President for Shell Global Commercial, said: "Our lubricants business strategy is focused on brand and value.  We have a strong supply chain, a portfolio of world-class brands and products, and we invest in technical innovation.  Moreover, we develop genuine partnerships, put the customer at the heart of what we do, and respond to industry opportunities and challenges.  As we drive our business forward, it is pleasing to hear confirmation of our strengths and achievements from third parties."

The entire product line of engine oils from Shell, including the Shell Helix ® and Shell Rimula ®, are formulated to meet the demanding specifications of OEMs and part manufacturers. The products maximise protection and performance, reduce engine wear and friction, while improving fuel economy.

In collaboration with Gordon Murray Design (GMD), Shell has developed a concept engine oil which can offer 6.5% improved fuel efficiency for GMD's T.25 city car, in an EU urban cycle compared with 5W-30W legislation. This fuel-efficient engine oil balances engine protection and oil drain intervals. The Shell gas to liquid (GTL) plant in Qatar produces, amongst other products, group III base oils, the main component of finished premium lubricants. This plant represents a key element of Shell's strategy in formulating next-generation lubricants.

Shell has also forged a technical partnership with the high-end race car manufacturer- Ferrari, taking motor sports engine oil to the next level.

In the transmission fluids market, Shell has developed an 8 speed transmission fluid – Shell Donax ® TX. In addition, the company has a robust product line compatible with biofuels. These products are capable of performing in challenging conditions and addressing issues such as the volatility of biodiesel, resulting in the flooding of the oil sump or the corrosive effects of ethanol.

"Thus, in both engine oils and transmission fluids, Shell offers the most advanced, diverse and comprehensive product line," stated Karunanidhi. "Shell is committed to constantly updating its product line in synch with consumer requirements as well as the products' environmental impact."

Shell has amongst the largest number of technical personnel/product specialists in the lubricants field with hands-on-experience in complex products that address OEM customer needs. The company also offers innovative and unique software tools, such as Shell LubeMatch and Shell LubeAnalyst that educate and assist customers, thereby promoting customer value.

The Frost & Sullivan Award for Customer Value Enhancement is presented each year to the company that has demonstrated excellence in implementing strategies that proactively create value for its customers with a focus on improving the return on the investment that customers make in its services or products. This award recognises the company's inordinate focus on enhancing the value that its customers receive, beyond simply good customer service, leading to improved customer retention and ultimately grow and deepen its customer base.

Frost & Sullivan Best Practices awards recognise companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research to identify best practices in the industry.

About Shell

The term "Shell Lubricants" collectively refers to Shell Group companies engaged in the lubricants business. Shell sells a wide variety of lubricants to meet customer needs across a range of applications. These include consumer motoring, heavy-duty transport, mining, power generation and general engineering. Shell's portfolio of lubricant brands includes Pennzoil, Quaker State, Shell Helix, Shell Rotella, Shell Tellus and Shell Rimula.  We are active across the full lubricant supply chain. We manufacture base oils in eight plants, blend base oils with additives to make lubricants in over 50 plants, distribute, market and sell lubricants in over 100 countries.

We also provide technical and business support to customers. We offer lubricant-related services in addition to our product range these include: Shell LubeMatch –the market leading product on-line recommendation tool, Shell LubeAdvisor - helps customers to select the right lubricant through highly trained Shell technical staff as well as online tools and Shell LubeAnalyst - early warning system that enables customers to monitor the condition of their equipment and lubricant, helping to save money on maintenance and avoid potential lost business through equipment failure.

Shell's world-class technology works to deliver value to our customers.  Innovation, product application and technical collaboration are at the heart of Shell lubricants. We have leading lubricants research centres in Germany, Japan (in a joint venture with Showa Shell), the UK and the USA.  We invest significantly in technology and work closely with our customers to develop innovative lubricants. We have a patent portfolio with 150 + patent series for lubricants, base oils and greases; more than 200 scientists and lubricants engineers dedicated to lubricants research and development.

Customer benefits include lower maintenance costs, longer equipment life and reduced energy consumption. One of the ways we push the boundaries of lubricant technology is by working closely with top motor racing teams such as Scuderia Ferrari. These technical partnerships enable us to expand our knowledge of lubrication science and transfer cutting-edge technology from the racetrack to our commercial products.

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Kristina Menzefricke
Frost & Sullivan
Telephone: +44 (0) 207 915 7862

Mary B. Walsh
Shell Lubricants
Telephone: +32 2 508 9587

SOURCE Frost & Sullivan