Field Support: Fueling MFA Oil’s Field Operations

January 17, 2016

Written By Adam Buckallew

If ever an MFA Oil driver experiences an issue with a software program while on a service call, the Field Support team is standing by to help.

“We’re the equivalent of customer service for our field employees,” says Tina Ford, director of the Field Support Department.

For questions ranging from printing issues to propane meter troubles, Field Support is a first-stop resource for those employees outside an office building, including drivers, managers and other representatives.

“We always have someone available from 7 a.m. to 5 p.m., Monday through Friday, to support our field employees,” says Ford, who assumed responsibility of the department in 2014.

In addition to troubleshooting and maintaining current software systems, the department is tasked with training field employees on new company software. With the rollout of EnterpriseOne (E1), MFA Oil’s new sales management program, a major focus of the department’s efforts has been training.

“Field support has played an instrumental role in developing E1 and maintaining our current system,” says Kenny Steeves, vice president of bulk and propane plant operations. “The support they provide has been crucial in troubleshooting, implementing and training staff and drivers on the new system.”

At this time, E1 is being utilized only for non-fuel sales, such as oils and lubricants. However, MFA Oil will add fuel sales to the software soon.

“Adding fuel sales to E1 will really expand our knowledge of what our customers need and when they need it,” says Steeves.

“We will be able to provide greater detail on monthly statements and annually on patronage payments, and Field Support will be responsible for educating our employees and helping to minimize any problems associated with the rollout.”

The hands-on training sessions, led by Ford and six senior customer service representatives, take place throughout MFA Oil’s three service regions. Between May and September, the department trained staff from 40 different plants.

“I see Field Support becoming the master trainers within our company,” Steeves says.

Call volume varies, Ford says. Some days, the calls are nonstop. When they are not busy on the phone or training in the field, Ford and her team create tip sheets for employees to make their jobs easier.

“We support our field employees so they can better serve our customers,” Ford says. “Solving these problems quickly allows our company to deliver better customer service.”