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Annual Review 2017

enoc.com
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    Zaid Alqufaidi

    Managing Director, Retail

    Service stations are now destinations in their own right, complete with fully stocked convenience stores, eateries, pharmacies and other retailers, ATM machines, and various other pay-points.
    ‘Mobility’ is the new watchword in fuel industry retailing as rapid change disrupts traditional models. retail-icon

  • Retail is a core component of ENOC’s overall business, and futuristic thinking will keep it that way. Gone are the days when pumping fuel was the sole function of a service station, with oil-level and tyre-pressure checks the only extras. Service stations are now destinations in their own right, complete with fully stocked convenience stores, eateries, pharmacies and other retailers, ATM machines, and various other pay-points.

  • Technology is transforming the customer experience by adding increasing levels of ease and convenience. Drivers need not leave their cars to refill the tank, take delivery of pre-ordered groceries, or pay for any of the transactions. Automated systems such as vehicle and personal identification and cashless payment solutions take care of all that.

  • And there’s much more to come. ‘Mobility’ is the new watchword in fuel industry retailing as rapid change disrupts traditional models. We will soon see fuel pumps complimented by electric recharge points fed by solar power captured by panels on the station roof.

    With the advent of driverless cars, service stations will also become switch points for users – even equivalent to the ride-and-leave bicycles that are common in so many cities.

Our service stations are a destination for modern-day customers, offering value and accessibility through convenience stores, carwash facilities, oil-change services, automotive workshops, vehicle testing and registration facilities, and food and drink outlets.

ENOC’s retail segment has a 69 percent share of the Dubai market fuel by volume, selling close to 3.1 billion litres in 2017 and refuelling more than 72 million vehicles. Our ZOOM convenience stores had more than 45 million customer visits during the year.

ENOC is committed to expanding the number of UAE service stations by 40 percent until 2020. ENOC entered the Saudi retail market in 2013 and currently has 10 stations in the Kingdom, with plans to build four more during 2018.

  • Facilities
  • Fuel Retail
  • ENOC
  • EPPCO
  • Wider business
  • ZOOM
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  • Pronto
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  • Paavo’s Pizza
  • Popeye’s
  • AutoPro
  • Carwash
  • Quick oil change
  • Tasjeel
  • Service
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  • Petrol stations
  • Petrol stations
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  • On-site at ENOC and EPPCO petrol stations
  • Stand-alone
  • Dubai Metro
  • Franchisee
  • On-site
  • Stand-alone
  • Franchisee
  • Food and beverage
  • Food and beverage
  • Vehicle maintenance
  • Washing/cleaning
  • Oil change and accessories
  • Testing/registration
  • Dubai UAE
  •  
  • 56
  • 44
  •  
  • 89
  • 47
  • 43
  • 5
  • 46
  • 2
  • 1
  • 9
  • 4
  • 32
  • 35
  • 20
  • 8
  • Abu Dhabi UAE
  •  
  •  
  •  
  •  
  •  
  • 8
  •  
  • 1
  • 3
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  •  
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  •  
  •  
  •  
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  • Northern Emirates UAE
  •  
  • 6
  • 11
  •  
  • 17
  • 4
  •  
  •  
  • 2
  •  
  •  
  •  
  •  
  • 1
  • 3
  • 2
  • 6
  • Saudi Arabia
  •  
  • 10
  •  
  •  
  • 10
  •  
  •  
  •  
  •  
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Recent developments

ENOC launched the UAE’s first solar-powered petrol station in 2016. This has proved so successful that solar power is now an integral part of all our new stations and the plans for 40 percent network expansion by 2020. Solar power generates about 30 percent more than needed to run the station. The surplus is fed back into DEWA’s main grid.

Many more recent advances in energy efficiency at stations include vapour recovery, a process that captures and condenses vapour released from fuel dispensers, saving up to 20,000 litres a year. Installing LED lighting in the network has reduced energy consumption by 50 percent, and variant refrigerant flow technology for air-conditioning is 35 percent more efficient than conventional systems. ENOC has also recently initiated an integrated digital network throughout the network, including over 48 screens per station, creating a vivid, enriching customer experience. Such initiatives complement ENOC’s long-term strategic objectives that are aligned to the Dubai Plan 2021 of creating a ‘smart and sustainable city'.

Motorists in Dubai can refuel their vehicles in a new RFID-enabled cashless and cardless system at all ENOC service stations. VIP – vehicle identification pass – was launched in 2016, and was upgraded last year to incorporate a vehicle-fitted radio frequency identification (RFID) security tag.

At the station, the vehicle is automatically recognised, along with the customer’s pre-set fuelling preferences. Customers need not to wait to pay – just fill and go – illustrating ENOC’s leadership in innovative fuel retailing. To date, it is the only supplier in the UAE to have fully integrated cashless and cardless payment across its entire network.

This speeds up the refuelling process and enables customers to better manage their accounts and set budgets for each fuelling transaction. The system saves an average of three minutes per customer at petrol stations.

In 2016, ENOC became the first fuel retailer in the UAE to enable mobile payment, enabling customers to pay while sitting in their vehicles. This was followed up in 2017 when ENOC was the first fuel retailer in the UAE to introduce the Dubai Smart Government app, enabling customers to pay from inside their vehicles using a smartphone. PIN-less transactions for credit and debit cards were also launched in 2017, working closely with Network International, along with rolling out payment through the RTA’s NOL Card.

New Tasjeel services introduced in 2017 include trailer testing and registration in Sharjah. Tasjeel also announced plans to build its largest fully-fledged service station in Ras Al Khaimah, covering an area of more than 50,000 m². Tasjeel is also being piloted at AutoPro outlets to expand the network and widen service coverage for the community.

Wider business

ENOC’s non-fuel retail services comprise convenience stores, fast-food outlets, carwash centres, automotive maintenance, and vehicle testing and registration. Revenue contribution by non-fuel services has grown by more than 50 percent over the past five years.

Convenience stores

ZOOM is the leading home-grown convenience store operator in the UAE. With 233 outlets across the UAE and Saudi Arabia, stores are located at ENOC and EPPCO petrol stations, Dubai Metro stations, and residential, commercial and hotel/leisure communities. Over the past 25 years (using various brand names), ZOOM has evolved into a sophisticated offering in terms of design, décor and store layout, developed with top international design consultants. In 2018, ZOOM aims to expand to 20 new locations.

During 2017, ZOOM launched its mobile ordering e-commerce platform in collaboration with Instashop, giving customers the option of convenient door-to-door deliveries by ordering through the mobile app.

From paying credit cards and utility bills, airline tickets to gift cards, topping up mobile wallets, or recharging local and international phone credits, the ZOOM service counter is a one-stop shop for integrated convenience. Currently, 15 services are available, with a further 25 under way. In 2017, ZOOM also became the first retailer to accept NOL payment at its outlets.

With 54 locations across the UAE, the Pronto coffee-shop and fresh bakery concept is designed to complement ZOOM outlets. Fresh delicatessen and bakery goods – including made-to-order sandwiches, salads, and a range of freshly brewed coffee and other drinks – are available in a friendly, contemporary and relaxing environment.

Food & beverage

Paavo’s Pizza

Paavo’s Pizza is a fast-casual pizza restaurant with a ‘build-your-own’ concept franchised from Orion Food System in the US. It currently has nine locations in Dubai, with plans to open four more in 2018 – in Dubai and the Northern Emirates.

Popeyes

Popeyes is a highly differentiated restaurant brand that serves authentic Louisiana food. It has six locations in Dubai and plans to open eight more in 2018 – in Dubai and the Northern Emirates. The American brand is the world’s second-largest quick-service chicken concept based on units. It began in 1972 and has more than 2,200 company-operated and franchise restaurants worldwide.

Automotive services

AutoPro

From carwash to maintenance and repair services, AutoPro’s 34 centres across Dubai and Sharjah provide a wide range of automotive services. Recent additions to services include extended partnerships with Pirelli, Dunlop, Falken and Bridgestone, offering customers exclusive promotions, truck servicing, payment in easy instalments through four major banks, Energizer car batteries from Germany, and an extended range of bodyshop and paintwork detailing.

The AutoPro Academy received Institute of the Motor Industry accreditation in 2017.

Tasjeel

Thirteen Tasjeel centres across Dubai and the Northern Emirates provide a variety of mandatory tests required for vehicle registration. All services meet RTA and federal traffic requirements, so customers are assured their vehicles are legally compliant.