Success Story: User-friendly petrol stations
TotalEnergies
OverviewChallenge
TotalEnergies required a reliable intercom and assistance solution to manage:
- Assistance requests at fuel pumps,
- Payment incidents,
- Issues in truck lanes,
- And support for high-energy areas (EV / H₂), where safety and supervision are critical.
Key requirements identified:
- 24/7 customer assistance across the entire site (fuel pumps, H₂, parking areas).
- High audio quality in a noisy environment (traffic, trucks, wind).
- Enhanced safety for staff and customers, particularly around sensitive H₂ zones.
- Centralised supervision from the operations room or remotely.
- Scalability, essential for a pilot site that is evolving rapidly (new chargers, new energy solutions, new traffic flows).
Solution
Commend deployed an IP intercom solution based on:
- A serverless SIP solution,
- Call stations installed at fuel pump islands and technical areas,
- Dedicated stations for the truck area,
- A master station in the office / back office to manage all calls,
- Optional integration with: video surveillance systems, IPBX, multi-site supervision platforms.
Result
Faster response times for customer assistance. Enhanced safety, especially in H₂ and EV areas where risks are critical. Centralisation of all calls within a single user interface. A scalable solution, well suited to a site undergoing continuous transformation.
- Call stations are connected to TotalEnergies’ IP network.
- When a customer initiates a call:
• the operator receives the audio,
• and, where applicable, the video feed associated with the area. - The operator can:
• communicate directly with the caller,
• trigger actions (opening, lane shutdown, reset),
• or forward the call to a remote control centre.
Customer Voice
Emmanuel Collet
France Network / Engineering & Methods / TotalEnergies Marketing
We’ve been rolling out Commend SIP intercoms for the past two years, building on a long-standing partnership. Moving to SIP was a natural step: the solutions deliver the robustness, audio quality and integration we need.
This is a long-term collaboration grounded in reliable products and consistent technical support. Commend understands our operational constraints, which streamlines each deployment. Together, we’re standardising equipment, improving performance and strengthening long-term site security.
Case Study TotalEnergies
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