CUSTOMER LETTER Since December 2011, the financial market has improved and it is more stable to some degree. Tokheim is progressing well together with our majority shareholders Cognetas in the refinancing of the company, which will be completed before summer. The good performance of Tokheim in the last twelve months consolidates our strong position. Throughout 2011, Tokheim has performed well: - Dispenser business has benefitted from strong sales to Shell all over Europe - Systems deliveries have progressed in all countries, but especially in North Europe - Maintenance has also improved especially in Germany and North Europe - Globally, Tokheim is ahead of budget both in revenue and profit. This good performance in a difficult economic environment is the result of our efforts to provide the best “Total Cost of Ownership”; with best accuracy and quality of our dispensers, best technology of our systems and best efficiency of our service. We will continue to progress in 2012 with a strong focus on customer satisfaction, the motivation of our employees, plus the continued growth of Tokheim both organically and through acquisitions. Many thanks to our very loyal customers and dedicated employees. Patrick Berthon Baudouin de la Tour President CEO Message from President and CEO Inside This Issue Tokheim launches new look Fuel POS Tokheim is proud to announce that Fuel POS comes with a brand new graphical user interface in its latest release. The new look is a shift away from Fuel POS’s traditional blue screen to a more modern, sleek design. However, Fuel POS still follows the same intuitive layout of its predecessors to ensure existing users require no new training. Continued P2 Page 1 Message from President and CEO Tokheim launches new look Fuel POS Page 2 New Fuel POS interface makes life easier GiroCard Certification in Germany Page 3 France: HSSE renewal for next three years Lifting Safety Standards on the Forecourt Page 4 New Vapour Recovery Directive Tokheim Iberica receives Safety Award Tokheim Spain signs new Maintenance Contract with BP New Distributor in Liberia Page 5 Interview: Jean-Noël Rey Page 6 New look DiaLOG™ for Commercial Fleet sector “Tokheim B30 Pack” launched in France Page 7 Tokheim Outdoor Payment now certified in Hungary Tokheim extends PCI Certification Focus on: Serbia Page 8 Tokheim EYE set for launch in next quarter Trade Shows Delivering Innovative Flexible Solutions SPRING 2012 Baudouin de la Tour Patrick Berthon
Transcript
CUSTOMER LETTER
Since December 2011, the financial market has improved and it is more stable to some degree. Tokheim is progressing well together with our majority shareholders Cognetas in the refinancing of the company, which will be completed before summer. The good performance of Tokheim in the last twelve months consolidates our strong position.
Throughout 2011, Tokheim has performed well:- Dispenser business has benefitted from strong sales to Shell all over Europe- Systems deliveries have progressed in all countries, but especially in North Europe- Maintenance has also improved especially in Germany and North Europe- Globally, Tokheim is ahead of budget both in revenue and profit.
This good performance in a difficult economic environment is the result of our efforts to provide the best “Total Cost of Ownership”; with best accuracy and quality of our dispensers, best technology of our systems and best efficiency of our service.
We will continue to progress in 2012 with a strong focus on customer satisfaction, the motivation of our employees, plus the continued growth of Tokheim both organically and through acquisitions.
Many thanks to our very loyal customers and dedicated employees.Patrick Berthon Baudouin de la TourPresident CEO
Message from President and CEO
Inside This IssueTokheim launches new look Fuel POSTokheim is proud to announce that Fuel POS comes with a brand new graphical user interface in its latest release. The new look is a shift away from Fuel POS’s traditional blue screen to a more modern, sleek design. However, Fuel POS still
follows the same intuitive layout of its predecessors to ensure existing
users require no new training.
Continued P2
Page 1Message from President and CEOTokheim launches new look Fuel POSPage 2New Fuel POS interface makes life easierGiroCard Certification in GermanyPage 3France: HSSE renewal for next three yearsLifting Safety Standards on the Forecourt Page 4 New Vapour Recovery DirectiveTokheim Iberica receives Safety AwardTokheim Spain signs new Maintenance Contract with BPNew Distributor in LiberiaPage 5Interview: Jean-Noël ReyPage 6New look DiaLOG™ for Commercial Fleet sector“Tokheim B30 Pack” launched in FrancePage 7Tokheim Outdoor Payment now certified in HungaryTokheim extends PCI CertificationFocus on: SerbiaPage 8Tokheim EYE set for launch in next quarterTrade Shows
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SPRING 2012
Baudouin de la Tour
Patrick Berthon
New Fuel POS Interface Makes Life Easier
Peter Van Nauw, System Product Marketing Director, says, “The new user interface is the result of more than a year of research with customers and design agencies. Customers liked the ease of use of Fuel POS, but it was felt that we could improve its overall look and feel. The new design ensures a better experience for staff through reduced eye fatigue, clearly marked icons and improved search options. The frequently used flows have also received an overhaul; helping improve the interaction process between the operative and the screen - for faster, more intuitive touch screen selections. All of this has a positive impact on service, as customers have less time to wait, and staff have more time to engage with customers rather than with the till itself.”
Tokheim Fuel POS is one of the world’s leading electronic point of sale systems (EPOS) designed specifically for the fuel retailing environment. With customers in 56 countries spread across Europe, Asia, Middle East, Africa and South America it is an international platform adapted to the specific needs of each of the local markets in which it operates - the software is available in 32 different languages. The new user interface is released in version 30 of Fuel POS and will be rolled out across all Fuel POS updates in the future.
“Tokheim launches new look Fuel POS” From Page 1
GiroCard Certification in Germany Tokheim is pleased to announce that Germany’s largest interbank network and debit card service, GiroCard, has certified the Crypto VGA. The first station using Crypto VGA with the new Girocard certification has successfully been installed in Ascheberg, near Münster. Tokheim’s Germany Sales and Service Division (SSD) will be working on a major rollout for the systems over the first quarter of 2012.
Kurt Dillen, General Manager of Systems and Electronic Business Unit (SEBU) at Tokheim, says, “We are delighted with our latest certification in the German market. It confirms our commitment to provide global solutions and develop these in line with local certifications processes. Our German customers will be able to offer their end users a unique touch screen interface experience in combination with the highest level of PCI compliance. We feel that this package makes the Crypto VGA one of the most secure and exciting new payment products available in the German marketplace.”
Tokheim’s Crypto VGA is developed specifically for the service station market and is available as a standalone payment terminal or as a terminal integrated into the fuel dispenser. Crypto
VGA is widely regarded as one of the most secure payment devices in the industry (PCI PTS POI v3.0 compliant) - the terminals and their related software are now approved
until 2020. The 6.4-inch touchscreen delivers an easy to use service for new customers, with payment for credit/debit and fuel cards approved in less than three
seconds on the forecourt.
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Unmanned: An Award-Winning SolutionFrance: HSSE renewal for next three years Tokheim France is proud to announce that it has had its HSSE certification status renewed after a recent assessment by an independent body. The GEHSE (“Guide d’Engagement Hygiène, Sécurité, Environnement”) renewal was awarded for the maximum period of three years – the second consecutive time Tokheim has achieved this maximum score. Audits were carried out at Plessis-Robinson (headquarters of Tokheim Services France), in the agencies of Ile-de-France Normandy (Trappes), Provence Alpes Côte d’Azur Corsica (Fuveau), as well as site visits covering operations and maintenance.
Frédéric Canler, France HSSE Manager says, “The detailed auditing and the resulting renewal of the certification is testimony to the professionalism and dedication of all staff in relation to HSSE. The GEHSE certification recognises not only our commitment to HSSE internally but it also highlights our HSSE focus in relation to our customers.”
Lifting Safety Standards on the Forecourt Tokheim takes its responsibilities in relation to HSSE very seriously, and we are committed to reducing the risk of accidents at the place of our customers’ business as well as our own. To illustrate this we wished to share a recent safety initiative that we’ve rolled out across our business that stemmed from discussions with our partners and clients on how we could better install our dispensers on a forecourt.
Mickaël Legardien, DBU Product Marketing Manager, explains, “For years the installation of fuel dispensers has been associated with being time consuming and being hazardous; due in the main to their sheer size and weight. There had been a couple injuries in recent years during the installation process - none of these I’d like to add involved Tokheim equipment or Tokheim staff. However, it was clear that this was a potentially common issue if it was not tackled properly.”
Tokheim’s product marketing, safety and installation teams worked in partnership with a client to develop a technique that would help further eliminate any risks involved in installing dispensers onsite. Mickaël says, “We came up with a solution to include newly designed lifting slots for use by forklifts when positioning the dispensers onsite. The concept was a simple one, but it involved a great deal of feedback and cooperation from suppliers, our design team, the guys on the factory floor, right through to our installation teams across the globe. The new lifting slots are now standard for all our Quantium 510 dispensers.”
Mickaël says that it’s not just about improving safety, but like many good HSSE initiatives positive effects are found elsewhere. He says, “The whole process removes any doubt and it is genuinely the easiest way for installations team to place a dispenser onsite. Not only that, we know that the new technique makes the installation process more efficient and yet again adds to the better TCO associated with our products.”
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New Vapour Recovery DirectiveUnder new European directives released late 2011, it is now a requirement
for service stations to notify customers of when they are using a Stage II vapour recovery-enabled dispensers. The exact details are outlined In the European Directive
2009/126/EC released on the 15th September, 2011, in article 5, paragraph 3 which states, “When a service station has installed a Stage II petrol vapour recovery system,
Member States ensure that it displays a sign, sticker or other notification on, or in the vicinity of, the petrol dispenser, informing consumers of that fact.”
CECOD (the Committee of European Manufacturers of Petroleum Measuring and Distributing Equipment), of which Tokheim is a member, has also required that this application be applied
to both new or existing dispensers that are equipped with Stage II VR. The customer notification comes in the form of a pictogram sticker displayed on the dispenser, which shows either an open
loop – no VR monitoring system – or closed loop to show that the dispenser is VR II equipped. All new Tokheim dispensers have been shipped with the new signage since November 2011. Contact
your local representative for more information.
Tokheim Iberica receives Safety Award Tokheim Iberica has received an award by Repsol as acknowledgement for innovative initiatives in the field of HSSE over the past year. The award was presented to Dario Goy, GM Spain, Portugal and Latin America, at the Repsol Headquarters in Spain. It’s the second HSSE award for Tokheim Spain in less than a year – having received a government award for outstanding excellence in the field of health and safety in 2011.
Tokheim Spain signs new maintenance contract with BPTokheim Spain is delighted to announce that it has signed a four-year maintenance contract with BP. Tokheim will work in partnership with BP/BOVIS utilising a newly developed maintenance concept based on a predictive analysis. The concept will help to find and fix potential failures before they cause any product or system to stop working.
New Distributor in LiberiaTokheim is proud to announce a new partnership with SIGMA in Liberia. Managed by Farid Hykal, SIGMA has more than twenty employees, dedicated to providing solutions for the service station industry. The new distributor agreement, signed in January 2012, will help ensure continued growth of Tokheim dispenser and systems sales in Africa. With
a population of over 3.4 million, Liberia is a modern West African country that today comprises of more than 120 service stations. SIGMA’s clients include Total plus a
large number of independents. The company provides a complete suite of products including tanks and canopies, and the new partnership with Tokheim will see an
improved level of dispenser installation and servicing across their network.
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Unmanned: An Award-Winning SolutionInterview: Jean-Noël Rey
Tell us a about your education, work, life up until now. After graduating as an electronic engineer from Ecole Polytechnique Fédérale de Lausanne in Switzerland, I joined Schlumberger Wireline and Testing (a company active in Oil Exploration and Production) as a field engineer in West Africa. During my career at Schlumberger I held various management positions in Africa, Central America, South East Asia and Europe. My last job in that industry was General Manager Central and Eastern Europe, a business area that I then took over with Tokheim.
What were the biggest challenges you had to overcome? When Tokheim took over Schlumberger Retail Petroleum Systems, we found ourselves in front of two main challenges: One: Integrate and expand the German operation. Two: Develop our position in Eastern Europe.I would say that we have progressed quite well in both challenges due to hard work and high motivation of several of the players:
S. Kaefer and the Munich team who have been instrumental in the • restructuring of the German operation and later on in the support of our distributors.Our distributors in Eastern Europe who have been key to the development • of the Tokheim brand throughout the area via excellent relationship with their customers and dedication to minimise any problems which may occur with our equipment in a very efficient manner.Steinebach and Goehler in Germany, as well as some very efficient • entities in Eastern Europe like ACIS in the Czech and Slovak Republics helped us build a structure second to none in Central and Eastern Europe.
You came from the ‘upstream’ oil industry originally - how do the upstream and downstream industries compare?At Schlumberger, our activity was service in the upstream oil industry, and at Tokheim one of our activities is service in the downstream oil industry. Although the amount of investments and the technology may be quite different in both industry segments, I was relieved when joining Tokheim to find out that the priorities are exactly the same:
Continuous improvement of health, safety, security, environment (HSSE).• Exceed our customers’ expectations in terms of quality.• Develop and motivate our people.•
What were the things you enjoyed most about your work and what will you miss? I especially enjoyed two aspects of my job:Relations with our customers. I think that, throughout the business area we established a very solid relationship with our customers and in my opinion we were able to achieve it by listening, understanding, trying to adapt to the different mentalities and, very important, always sticking to our word, not forgetting a fair amount of socialising.
Working in the Tokheim team with highly motivated people, striving for excellence. I will give three examples among others. I would not have enough good words to praise the work of the manufacturing centre in Dundee led by J. Harley which has been able to adapt to wide volume variations and to optimise the products portfolio while maintaining high quality standards. I am also very proud of the excellent work done by our key account team led by W. Arundel maintaining good communications and trust while adapting to the needs of a wide variety of key customers in the particularly difficult environment of frequent, large and complex tendering processes. I could not close this paragraph without speaking of the Crypto VGA developed by K. Dillen’s team and which is today a bright example of a unique advanced technology that can be developed by a company like Tokheim.
What are your future plans?For now I am enjoying the highest number of powder snow ski days in a single winter, and I am also quite happy to spend a lot more time with my family. For the future my plan lies with mountaineering (in the area where I live there are 44 summits above 4000 meters and at this time I still have 40 to go), travelling round the world by car, and flying helicopters among other things.
We were able to achieve a solid relationship with our customers by listening, understanding and always sticking to our word; not forgetting a fair amount of socialising.
“
”Factfile
Jean-Noël ReyBorn 1951, married to Christine with two daughters living in Switzerland for the time being. At Tokheim since 1998 in charge of the Central and Eastern Europe Division.
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Jean-Noël Rey was an iconic figure in the fuel-retailing world over the last two decades. He recently retired from his role at Tokheim as GM Central and Eastern Europe. We catch up with him to hear about his career, his greatest challenges, plus his take on the key to good customer relations.
New look DiaLOG™ for Commercial Fleet sector
Tokheim is proud to announce that it has launched a new user interface for its DiaLOG™ fuel management system, designed specifically for the commercial fleet market. The
new look comes as part of an upgrade that includes changes to the overall architecture and reporting functionalities. The latest improvements to the architecture ensure multi-site operators
will still be able to maintain their operations even if the master terminal requires servicing. Additional functionality comes in the form of automatic reporting, where reports can be quickly and
easily set up to run at any time of the day, saving the operator time and making the fuel easier to manage.
Remco Rengers, Business Development Manager Commercial Fleet, says, “We are really pleased with the new look and the additional functionality we’ve added to DiaLOG. The new user interface is the result of continued research with customers and design agencies; however, it still follows the same layout of the
previous version of DiaLOG to ensure existing users require no new training. The new reporting functionality, for example, means operators can generate a transaction report overnight, which is readily available in the morning, or a monthly consumption report at the end of every month to help review and better manage fuel consumption. The improvements to the architecture also ensure that the online system loads faster and reports are generated instantly at the touch of a button.”
Tokheim, famous for over a century of achievements in fuel retailing and dispensing, is now an emerging force in the commercial fleet sector having launched a new dedicated business unit last year. Its DiaLOG fuel management system is at the heart of a suite of products that include commercial dispensers, Adblue pumps, vehicle identification systems plus a range of services. Tokheim has installed its commercial fleet products on over a thousand sites across Europe since its launch in the Summer of 2011. According to Rengers the feedback has been extremely positive, he says, “New customers have been pleasantly surprised at how competitively priced our fuel management system, DiaLOG, is. Tokheim is a brand associated with “quality”, but there is also a definite affordability when it comes to our commercial fleet offer.”
“Tokheim B30 Pack” launched in FranceTokheim France has announced a new initiative to help reduce the environmental impact of private fleet vehicles. The “Tokheim B30 Pack” comprises of a set of solutions for B30 diesel vehicles. The suite of dedicated products includes tanks, dispensers and the DiaLOG fuel management system for private fleets.
B30 diesel is a 30% mixture of biodiesel and diesel. Its use in France is limited to private vehicles running on diesel. Biodiesel is obtained via the reaction of vegetable oils (rapeseed, sunflower) with methanol. Similar in their physical and chemical properties, biodiesel and diesel can be mixed together in order to reduce the emission of Greenhouse Gases (GES/ GG) by vehicles by up to 59%* (*Source: ADEME 2010).
Paul Benyelles, Alternative Fuels Marketing Manager at Tokheim France, says, “We have a strong market acceptance for this concept in France. We have a relatively large local biodiesel industry structured around the Diester ® brand. The biodiesel production sites
are located close to oil depots such as the site at Mériot. Our B30 pack aims to provide a specific solution to a growing customer need as commercial fleets continue to
become more environmentally aware.”
To receive the “Choosing B30 Diesel” pack, contact us at [email protected]
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Unmanned: An Award-Winning Solution
Tokheim extends PCI Certification Tokheim is proud to announce that its outdoor payment terminal, Crypto VGA, has received a further Payment Card Industry (PCI) Unattended Payment Terminal (UPT) certification. The latest approvals cover what are classified as the “final form factors”, including any additional displays or data input devices used in the payment process. The PCI certification covers Crypto VGA dispenser integrated terminals, Slimtouch, Bank Note Acceptors (BNA) and retrofit solutions for Tokheim legacy dispensers. Today, Tokheim’s Crypto VGA is the only product in the fuel retail market that is PCI UPT 3.x certified which ensures its security is “future proofed” until 2020.
Frans Heesters, Product Marketing Manager SEBU, says, “It’s another significant milestone for Tokheim in relation to payment and security. The “final form factor” is important, as it means customers can choose to retrofit Tokheim Crypto VGA with UPT certification to existing third party dispensers. It provides the market with further flexibility and choice when installing outdoor payment terminals.”
Tokheim Outdoor Payment now certified in Hungary Tokheim is proud to announce that its outdoor payment, Crypto VGA, has been successfully installed on the first unmanned Tokheim station in Hungary featuring cross-border acquiring for bank cards. The payment onsite is carried out through B+S, a leading card acceptance service provider. The site at Edeleny, north east of Budapest, accepts bank notes plus a range of international payment cards such as Maestro, Mastercard, VISA and V-PAY. The Crypto VGA payment terminals are some of the most secure in the industry, and certifications are in line with latest EMV specifications and PCI security standards (PCI PTS POI 3.0 compliant).
Tokheim has installed a number of other solutions on the site to help deliver a secure payment in less than three seconds. Additionally Tokheim’s Homebase system tracks wetstock, payment and loyalty to help with the smooth running of the unmanned site.
Tokheim achieved regulatory compliance while removing the relatively large costs associated with fiscal printers. For cash and bank card transactions a VAT invoice can be printed directly from the Crypto VGA standard ticket printer. The alpha-numeric touch keypad provides the end-customer with a fast and convenient method to input regulatory required buyer information such as name, address, and VAT
ID. Frequent buyers can even store and recall their buyer information at the terminal, which helps in improving loyalty and saving time in the future.
Josef Hündgen, product manager for the CEE region, says, “The Crypto VGA solution is one of the most secure and exciting products available in the marketplace today – a 16cm touchscreen and pin pad all-in-one. Again, we have adapted our worldwide platform in line with local requirements. We believe the combined innovative features of Crypto VGA and Fuel Homebase set a new benchmark for outdoor payment solutions at Hungarian petrol stations.”
Focus on: Serbia With a population of close to seven and half million people, Serbia’s 1,300 service stations are helping fuel a growing, more cosmopolitan nation. In 2009, Tokheim acquired a number of Rohe businesses in Eastern Europe including that of Serbia. Since then, Tokheim’s Serbia business has continued to grow, especially its services and construction departments.
Recently Tokheim was awarded a certificate from the Accreditation Board of Serbia to allow the business to officially calibrate fuel dispensers and pressure equipment such as tire inflators. The Serbian Ministry of Economy and Regional Development approved the license. Svetlana Nikolic, Tokheim Serbia Control Manager, says, “We are proud of this latest achievement – it demonstrates the trust that is put in our business in Serbia. It means certification can come directly through us rather than the Directorate of Measures and Precious Metals. We are now supplying our services in this area to both major oil companies as well as hundreds of independents that make up a large proportion of the market.”
Like many of its other Sales and Service Divisions (SSD’s) Tokheim Serbia provides a turnkey construction solution. A highly trained team of civil, mechanical, architecture and electrical engineers and technicians make up the construction department. Borisa Pavlovic, Construction Manager, says, “We have worked on some fantastic developments over the last year or so. We’ve worked with many of the major oil companies in the region such as NIS/GazpromNeft, Lukoil and OMV. Many of customers like our ability to provide a complete solution – from the manufacturing of the dispensers and systems, to the construction of the sites right through to the after sales servicing of the equipment. They see the many benefits this can bring in terms of experience, cost effectiveness and after sales services.”
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Tokheim EYE set for launch in next quarter
Tokheim is set to launch its newest security solution, Tokheim EYE, next quarter. With a host of new features and capabilities, Tokheim EYE, will offer customers a high-definition CCTV platform developed specifically for the service station environment. The cost-effective system will connect cameras, dispensers and EPOS across the forecourt and within the shop.
Tokheim EYE is packed with innovative new features such as ‘drag and drop’ media screens, images of motorists fuelling displayed on the till, advanced warning systems plus automatic number plate recognition (ANPR). A smartphone app is also available so customers can track what’s happening on their site while they are on the move.
Tokheim EYE has successfully been installed across a number of sites in Germany, Croatia, the UK and Ireland. Tokheim will officially launch the solution in the weeks ahead. If you require any information before then please contact your local sales representative.
Trade Shows
More InfoFor any further information and detailed contacts for each country, please visit our website atwww.tokheim.com or e-mail us at [email protected]
Tokheim News is published by Tokheim Marketing DepartmentEditor: David MacHaleArticles : Patrick Berthon, David MacHale, Luis Miguel Fernandez, Mickaël Legardien, Frans Heesters, Fergus Heading, Peter Van Nauw, Marjan Aernouts, Iffet Yazici, Miryam Toledano, Remco Rengers
Contact detailsCorporate Headquarters EuropeTokheim Group SASImmeuble le cézanneParis Nord 2 - 35 Allée des ImpressionnistesB.P. 45027 - Villepinte95912 Roissy Charles De Gaulle Cedex - FRANCEPhone: +33 (0)1 49 90 77 00Fax: +33 (0)1 49 90 77 77
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Interested in knowing what was showcased at our trade shows since November 2011? Here’s a brief summary:
Transport CH, Switzerland: During this show dedicated to the transport sector, we introduced our newly developed DiaLOG solutions for private fleet, as well as our AdBlue distribution solutions and our latest payment systems, including the ProEda products that are now part of the Tokheim offer since the
acquisition of ProEda in September 2011.
Cartes & Identification, France: This trade show dedicated to smart solutions for security, payment, identification and mobility is the perfect occasion for Tokheim to present their state-of-the-art payment and EPOS solutions.
Trailer 2011, Belgium: During this biannual trade show for trailers and accessories for goods handling and
logistics, we have introduced the DiaLOG fuel management solutions for private fleets.
Technotrans, France: the 2011 edition of this renowned road haulage and urban transport solutions show was the occasion for us to better present our DiaLOG solutions for fuel management dedicated to private fleets.
