Lubricants & Specialties customers

We are launching the OneConnect portal – a single, easy-to-use platform that brings together everything our customers need to manage their journey with us.
Today, our customers use multiple portals with different interfaces, limited functionality and little connection between tools. That’s about to change.

What’s changing:

The OneConnect portal is a new, unified platform that simplifies how you work with us. Instead of juggling multiple logins and disconnected tools, you’ll have one secure portal to:

• Place new orders, discover products and access order history seamlessly
• Access documents such as shipment and delivery related documents, price letters and invoices
• Manage accounts, contacts, and service requests
• Get real-time help during business hours and 24/7 support via Mira chatbot
• Track disputes, change orders, and more

Why it matters:

This transformation is about more than technology – it’s about creating a better experience for you. The OneConnect portal will help:

• Simplify how you interact with us
• Reduce errors and delays
• Improve visibility across Fuels, Lubricants & Specialties, and Chemicals
• Deliver faster, more consistent service

What we need from you:

Before go‑live

Several months before launch, you will receive training materials to help you get prepared. These may include:

• Quick user guides
• Short demo videos
• Screenshots
• FAQs

These resources will help you become familiar with the portal’s layout, navigation, and key features before your first login.

After go-live

Once the portal is live, you will receive a welcome email. When you’re invited, we recommend that you:

• Use the welcome email to log in
• Confirm your account details and set your preferences
• Start ordering, accessing documents, or requesting support right away

Note: Some customers may briefly use both the old and new systems during the transition. If this applies to you, we’ll provide guidance.

Timing:

Americas implementation is planned for the first half of 2027. Additional timing details will be shared once finalized, with an update expected by the end of October 2026. 

As we upgrade our systems, we’re also updating how data is structured — so everything works together more smoothly across your experience with us.

What’s changing:

To support better integration and reduce complexity, we’re introducing new standardized formats:

• Customer Identifiers → Each customer legal entity and customer location will have a single, unique 10-digit identifier.
• Sold-To, Ship-To, Bill-To, and Payer Numbers → Standardized to a 10-digit format to align with our new data standards.
• Product Material Codes → New 9-digit codes for each product
• Service Material Codes → Each service will receive a new 9-digit code
• Terminal Plant Codes → Transitioning to a new alphanumeric format

Why it matters:

We’re standardizing systems and data across our businesses to help ensure consistency, accuracy, and integration across all customer touchpoints. This helps:

• Reduce errors and rework
• Speed up transactions
• Improve visibility into your activity and orders

What we need from you:

We’ll work with you to manage these changes. When the time comes, we’ll share updated codes so that you can begin to adjust your systems.

Timing:

New codes shared: 4Q 2026. Americas implementation is planned for the first half of 2027. Additional timing details will be shared once finalized, with an update expected by the end of October 2026.

As we upgrade our systems, we’re updating the layout of key documents

What’s changing:

We’re aligning document formats with our new systems to improve clarity and consistency:

• Bill of Lading → Updated formats to match new system standards
• Certificate of Quality and Certificate of Analysis → Updated formats to match new system standards
• Invoices and Statements → Refreshed layout generated from S/4HANA for easier reading and consistency across Fuels, Lubricants & Specialties, and Chemicals
• Document Accessibility and Delivery
  • All shipping documents transition to new S/4HANA formats with updated master data
  • Shipping documents (e.g., BoL) will be made available in English, Spanish, and French, with Portuguese planned in a later phase
  • Moving toward a paperless model, faxing will be discontinued; printing will be made available on if required or requested
  • Upload and download documents directly in the OneConnect portal
• Customers may receive either the legacy or the new documents during the transition period

Why it matters:

We’re standardizing documentation to help ensure consistency, accuracy and integration across all customer touchpoints. This helps:

• Empower you to manage your own information
• Speed up service with clearer, standardized formats
• Reduce errors and improve document tracking

What we need from you:

We’ll share updated formats ahead of deployment. When invited, explore the portal and get familiar with the new layouts.

Timing:

New document templates and layouts shared: 4Q 2026. Americas implementation is planned for the first half of 2027. Additional timing details will be shared once finalized, with an update expected by the end of October 2026.

We’re upgrading our planning and logistics systems to improve how we manage deliveries across all transportation modes – helping you plan and operate with greater confidence.

What’s changing:

We’re modernizing how we coordinate shipments across: Bulk Marine, Truck, Rail, Air and Container for improved tracking, scheduling and communication.
You’ll also see:

• Truck and Rail logistics → Tracking of shipments through the portal for better visibility
• Air and Container shipments → Unified process for improved predictability
• 2-step order confirmation → Acknowledgement followed by confirmation for Lubricants & Specialties

Why it matters:

These enhancements help ensure:

• More reliable deliveries
• Better visibility into your shipments
• Simpler coordination across modes and business lines

What we need from you:

For now, no change – continue using your current scheduling tools. Be ready to learn more as new processes are introduced

Timing:

More details coming in 4Q 2026.

We’re improving how contracts are shared and reviewed – streamlining the process.

What’s changing:

We’re moving to a smarter, unified Docusign platform for contract management. Here’s what you’ll see:

• Secure Docusign links emailed to access contracts instead of attachments
• You can either add comments for simple changes in Docusign or download the contract for extensive redlining. Redlined document can be attached  through the Docusign link or you can choose to reply and attach in Docusign email

Why it matters:

We’re simplifying contract workflows to make it easier for you to collaborate on agreements with us. This helps:

• Improve version control
• Reduce email chains and confusion
• Speed up contract turnaround

What we need from you:

During your next contract engagement:

• Review contracts using the secure DocuSign link
• Share edits through the portal or by replying to the DocuSign email

Timing:

No action is needed until your next contract update.

What’s changing:

We’re upgrading our SAP system and connected applications. To keep automated transactions running smoothly, existing EDI/API connections will need to be rebuilt to match the new platform.

Why it matters:

Our current SAP system is reaching end-of-life and will no longer be supported. Integrations with our legacy system will stop working once the upgrade is complete. This helps ensure:

• Continued automated data exchange for orders, invoices and shipping notices
• Reduced manual work and fewer delays
• Improved system reliability and performance 

Note: Work has already begun: Our technical contact has reached out to your technical team to begin the work.

What we need from you:

• Continue to support your team’s engagement
• Bring forward any concerns you may have regarding the new connections
• Ensure your participation in the upcoming testing

Timing:

Testing is underway. . Americas implementation is planned for the first half of 2027. Additional timing details will be shared once finalized, with an update expected by the end of October 2026.