Tüpraş Launches Contactless Sales Application

Within the scope of digital and sustainable refining operations, Tüpraş has successfully completed the Truck Loading Digital Customer Experience Project, designing an end-to-end digital customer experience across all customer-contact processes. With the project, the first of its kind in the sector in Turkey, the entire process from the stage of customers opening orders through to tank drivers completing field loading is executed without human interaction, through license plate recognition systems and digital kiosks. 

Turkey's leading energy company Tüpraş continues to differentiate the sector with pioneering projects in digitalization and customer experience. Under the Truck Loading Digital Customer Experience Project, Tüpraş completed work conducted under three headings—Appointment System, Contactless Sales, and Driver Portal—across all refineries and product groups as of June 2024, successfully implementing another significant project in its digital transformation journey.

The Truck Loading Contactless Sales Project, Appointment System, Customer Portal and Driver Portal Mobile Application reduce human contact by regulating truck tanker access to loading areas. By having operations executed by drivers through digital kiosks, waiting times are also eliminated. Through the appointment system, drivers are able to use their time efficiently, as they no longer need to come to the refinery and wait hours in advance.

"We are implementing digital, secure, efficient and sustainable customer applications across all product groups"

Atilla Ulusu, Vice President of Sales and Marketing at Tüpraş, stated that they are working to carry Turkey's leading industrial company title into the future with the motto "Our Energy for the Future", adding: "Within the scope of our Strategic Transformation Plan and our 2050 Carbon Neutral target, as we continue our work for the clean energy transition, we also aim to make our key business area of 'Sustainable Refining' more efficient through the latest technologies and digitalization applications. Within the scope of our customer-focused applications, we have successfully completed the implementation of the Appointment System and Contactless Sales work across all our product groups and refineries. In doing so, we have 100% digitalized the loading processes for customers and drivers, completely renovated the refinery loading automation systems and ensured their integration into our current operations. This has made loading processes safer, more sustainable and integrated. Now at our İzmit, İzmir, Batman and Kırıkkale refineries, the entire process from customers opening orders through to tank drivers completing field loading is executed without human interaction, through portal applications, license plate recognition systems and digital kiosks," he said.

Noting that Tüpraş has thereby increased operational efficiency while also raising customer satisfaction, Ulusu stated: "We are implementing digital, secure, efficient and sustainable customer applications across all product groups. In our customer-focused digitalization projects, the 'appointment system application' reduces congestion at refinery sites in Tüpraş's product deliveries and makes our processes more effective and efficient."

"The Truck Loading Contactless Sales Project, which is first of its kind in the refining sector, will be integrated into rail car, pipeline and marine loading processes in the coming period"

 Ulusu described the progression of Tüpraş's end-to-end digital customer experience steps as follows: "With the Tüpraş Truck Loading Digital Customer Experience Project, we have created a standard sales-loading management system across all our refineries and provided a 24/7 sustainable and integrated infrastructure. The success we have achieved with the Truck Loading Digital Customer Experience Project motivates us to progress further in the future. The Truck Loading Contactless Sales Project, which holds the distinction of being the first of its kind in the refining sector, is also planned to be expanded by being integrated into rail car, pipeline and marine loading processes in the coming period."