Total e-Track | Fueling Operational Excellence | Asset Tracking
In automotive services, inefficiencies cost millions. Total Middle East faced a major issue: warranty mismanagement. Equipment like oil change systems and car lifts, sourced from multiple suppliers, had overlapping warranties, but no one was tracking them accurately. Parts were often double-charged, and warranty periods were missed, causing unnecessary costs and frustration for franchisees. To solve this, Total e-Track was developed to manage warranty timelines at the part level, track service history, and streamline coordination across suppliers, franchisees, and internal teams.
- The Challenge
Before Total e-Track, managing equipment support was chaotic. A single oil change machine could involve a manufacturer, a local distributor, a technician, and a Total franchise; all with different views of what was under warranty and what wasn’t. Without granular data, service requests were guesswork. Total bore the cost, Franchisees were clueless, and suppliers were rarely held accountable.
In parallel, complaints, giveaway items, project studies, and signage requests were being handled manually through spreadsheets, email chains, and siloed systems. There was no shared source of truth. Total’s marketing, operations, and logistics teams needed an integrated platform for accountability.
In parallel, complaints, giveaway items, project studies, and signage requests were being handled manually through spreadsheets, email chains, and siloed systems. There was no shared source of truth. Total’s marketing, operations, and logistics teams needed an integrated platform for accountability.
Granular Warranty Tracking, End-to-End Service Visibility
- Solution
The Approach
Centric, as a trusted Oil and Gas Digital Transformation Agency, partnered with Total to deliver a solution designed from the ground up for the complexity of franchised equipment management.
Total e-Track introduced:
Part-Level Warranty Tracking: Every component of every machine was imported with its own warranty period using complex workflows. Replaced parts triggered new warranties automatically. Compressors, circuit boards, sensors; each tracked independently.
Three-Way Ticket Management: Every service ticket was now shared and actionable across three stakeholders: the franchisee who logged the complaint, the supplier providing the part or service, and Total's internal team for approvals and audits.
Quotation Workflow: Suppliers could submit quotations for review, while Total employees had tools to approve or reject based on warranty data, cost benchmarks, and SLA commitments.
Complaints, Giveaways & Signage: The platform’s modules also streamlined other marketing and operational workflows, including complaint resolution, merchandise requests, and signage approvals; each with full audit trails.
Role-Based Access & Reporting: Employees, suppliers, and franchisees had tailored access to dashboards and reports, making communication faster and more transparent than ever.
Centric, as a trusted Oil and Gas Digital Transformation Agency, partnered with Total to deliver a solution designed from the ground up for the complexity of franchised equipment management.
Total e-Track introduced:
Part-Level Warranty Tracking: Every component of every machine was imported with its own warranty period using complex workflows. Replaced parts triggered new warranties automatically. Compressors, circuit boards, sensors; each tracked independently.
Three-Way Ticket Management: Every service ticket was now shared and actionable across three stakeholders: the franchisee who logged the complaint, the supplier providing the part or service, and Total's internal team for approvals and audits.
Quotation Workflow: Suppliers could submit quotations for review, while Total employees had tools to approve or reject based on warranty data, cost benchmarks, and SLA commitments.
Complaints, Giveaways & Signage: The platform’s modules also streamlined other marketing and operational workflows, including complaint resolution, merchandise requests, and signage approvals; each with full audit trails.
Role-Based Access & Reporting: Employees, suppliers, and franchisees had tailored access to dashboards and reports, making communication faster and more transparent than ever.
The Outcome
Results
Precision Saves MillionsThe launch of Total e-Track delivered immediate impact:
200+ franchisees onboarded across the network.
1000+ administrative hours saved in Year 1 alone.
$2M+ in documented savings from reduced charges by suppliers.
Winner of Total's Global Innovation Award, recognized for elevating service operations and direct cost savings.
By tracking warranty rights down to the last screw and empowering every stakeholder with the data they need, Total e-Track restored trust and accountability across the franchise network and the equipment suppliers.
The result is an efficient system, a more informed supplier ecosystem, and franchisees who finally feel supported; because the SLAs with Suppliers are being met; keeping their business running.
200+
Franchisees Onboarded
1000+
Administrative Hours Saved in Year 1
$2M+
