In today’s energy and fuel logistics landscape, delivering on time is no longer enough. Clients expect real-time visibility, flexibility, and a partner who truly understands the pressure of their operations. At Schenk, meeting those expectations is more than just a commitment, it’s embedded in the company’s DNA.

At the heart of Schenk’s customer strategy lies a deep reliance on data. Customer excellence is not a department, it’s a strategic principle that guides decisions across the organisation, from planning to performance monitoring to frontline delivery.

“Excellence in customer performance isn’t optional; it’s the foundation of everything we do. We’re committed to giving our customers the best possible experience every time.” David Heath, Head of Energies, Schenk UK.

Transparency Builds Long-Term Trust

Schenk’s approach to customer excellence begins with full transparency. From daily operations to incident management, customers receive clear, timely information, including real-time updates on delivery progress, direct access to performance dashboards, and detailed reporting on KPIs and compliance. Schenk’s teams are trained to share both successes and setbacks, not to defend, but to improve.

This approach to radical candour strengthens trust and demonstrates long-term reliability. “We don’t hide behind complexity or data,” says David. “Even if something doesn’t go as planned, our customers know we will communicate quickly and clearly, and solve it with them. That level of openness doesn’t just create trust; it cultivates lasting partnerships.

Data a Driver for Smart Logistics

At the heart of Schenk’s customer strategy lies a deep reliance on data. Not only to report, but to anticipate and advise. Key performance metrics such as on-time delivery, turnaround time, and planning accuracy are continuously tracked and analysed, providing actionable insights to both Schenk and its clients.

This data-driven mindset enables proactive and strategic decision-making. Clients are supported with volume forecasts, capacity planning, and seasonal trend analyses that help them stay ahead in a volatile market.

 “It’s not just about transporting products. It’s about helping customers operate with more control, less uncertainty, and better margins.” David explains.

Adaptability in a Changing Market

Energy logistics is shifting fast, with fluctuating demand, sustainability pressures, and tighter safety regulations. Schenk’s client-first culture enables the company to remain agile. Services are constantly tailored to meet customer-specific needs, whether that’s implementing dedicated transport flows, responding quickly to disruptions, or offering value-added solutions such as stock management, tanker adaptation, operating centre reorganization or adaption of employee shift patterns. 

This adaptability also extends to internal collaboration. Operations, IT, and customer service teams work closely to translate client feedback into improvements. This integrated response cycle ensures that Schenk evolves in lockstep with its customers.

A Mindset, Not a Slogan

Customer excellence at Schenk isn’t simply a promise made in pitch decks; it’s a measurable, lived reality. Every team member is empowered to make decisions with the customer in mind. Whether it’s a planner rerouting a shipment or a driver providing on-site insight, everyone understands their role in delivering consistent, high-quality service.

 “For us, excellence isn’t about exceeding expectations once” David sums up. “It’s about doing the right thing every single day, across every interaction. That’s how you make a real difference in this industry.”