Published on 19 September 2019 General Interest
Mateusz Wojciechowski’s interview, Senior Sales Representative in OnTurtle
“It’s very important to speak with the drivers who are on the road and stop at our service stations.”
Our team is always ready for new challenges, to grow up and get better our services. That was the Mateusz Wojciechowski’s goal, Senior Sales Representative in OnTurtle, when he traveled 5,000 km for Spain, France, Germany and Poland, using our network and payment systems. The best from this experience? He has the opportunity to talk directly with the professional drivers. That’s what he explained us in this interview.
Why did you organise this trip?
The objective was to have the same experience as the drivers who stop at OnTurtle service stations. I wanted to see what it’s like to refuel and I decided the best way was to do it myself. It was a great experience because I could see our network’s and potential first hand.
What route did you follow?
The trip took two days: 2,500 kilometres one way and 2,500 back. I left our offices in Mercabarna, I stopped at La Jonquera –which is an extremely important point for us–. I slept in the hotel and the next day at 4:00 a.m. I left heading out toward Poland, passing through France and Germany. My initial plan was to stop at 10 service stations, but seeing as I was making good time and the information I was collecting was useful, I ended up going to 27.
How did you choose the stations where you stopped to refuel?
In France I started to check our app and I created a route of the sites where I could stop. I chose the stations where more of our clients refuel and it surprised me that they even knew us in the smallest towns.
What difference did you find between the stations in France and in Germany?
In Germany we have fewer stations, but they are better located. The key is not that they are located on the highways themselves, but rather the drivers have to go a couple of kilometres off the main road. For a transport professional who has to take a nine-hour rest every day, one kilometre is nothing. In fact, it has benefits: comfort and safety. These types of stations usually are close to basic services, which we are incorporating little-by-little into our network.
Are the same services offered in both countries?
In Germany there are many automatic service stations with no personnel. But they have very good customer service at the central office. Drivers can call them and the workers remotely unlock a pump, for example.
What is the most suitable model?
I think that the ideal model is diversity, because each client has different needs. Therefore, we have a range of services and products which are suited to the different client segments. Depending on the company, the priorities may be different, for instance the location of the service stations: highways, main roads, or services for the company and driver, safe parking, customer service, and safety in the fuelling stations.
Do companies and drivers have different needs?
Yes. Drivers keep services like showers and safety in mind. In this sense, many drivers all along the road are looking forward to reaching La Jonquera, where we offer high-quality services.
What do companies value the most?
Although we know that price is important, as this is the highest cost for transport companies, sometimes it is better to pay a little more to have better quality and more safety: this is what I explain to clients. Additionally, if someone chooses us because of the price, they can also leave due to the price. The added value we offer is key.
Were you able to speak with the drivers?
Yes. I stopped both in service stations and parking areas, especially in the afternoon, when the drivers stop to spend the night. Most were open to speaking with me to improve the service: they are interested in having safe parking areas and high-quality fuel.
What were your conclusions from the trip?
It helped me to get closer to the drivers’ reality. Speaking with them, seeing how they live, where they stop, why, what they need. In fact, we have recently increased the trips to La Jonquera to be closer to drivers. They are the ones who make these decisions: which station I choose and which card I use to pay. If we want them to choose OnTurtle, we have to pay attention and take good care of them. When they travel they have time, they have to stop for 9 hours. We want to know what they do at home so that they can also do it when they are on the road and we want them to feel at home.
Did you have direct contact with them before now?
Yes, through the Transcard. The drivers use it more and more often, especially all those who pass through La Jonquera. Our main service station is also a site where we are in contact with transport professionals.
How did the OnTurtle application help you?
It works really well. In the beginning I didn’t use it, but when I reached France I did. It shows you where you are and where the closest stations are, as well as the services available in each one, etc. It’s really useful for the drivers.
Now it’s time to analyse all the data that you’ve collected over so many kilometres.
Yes, now there’s a lot of work to analyse the results. I want to explain my experience to other salespeople and to the international network. I was really excited to take this trip, which has also helped me get to know transport companies l did not know beforehand: I have a list of 200. I was able to see that the market is enormous and this is really important.
Are there other trips planned?
We’ll do a four-day route through Austria at the end of September. Our stations are very competitive there. I think there’ll be more trips like this; it’s very important to speak with the drivers who are on the road and stop at our service stations.