Petrol Ofisi is Turkey's largest fuel distribution and energy infrastructure company. At that scale, keeping thousands of stations running means a constant flow of internal IT issues: hardware failures, software problems, and connectivity outages, all needing to be logged and routed to the right team.

Before Wonderful, every one of those calls landed with a human from the Digital Experience Operations team. The agent would listen, diagnose, and manually open a ticket to route the issue, spending 3.5 to 4 minutes in intake calls, with specialized IT resources consumed almost entirely by that work.

Three weeks to production

When Wonderful's team got into the technical detail, the constraints were sharper than the brief. Petrol Ofisi's ITSM Tool had been entirely custom-built, which meant the integration had to be constructed from scratch rather than through any standard connector. 

The scope was also bigger than IT ticketing. The discovery phase revealed that Petrol Ofisi had a backlog of legacy systems across B2B, B2C, and internal operations where they saw strong potential for AI agents.

Building it

Wonderful built Zeynep, an inbound voice IT support agent running on Azure. When an employee or station worker calls in, Zeynep handles the full diagnostic conversation: she asks the right questions, categorizes the issue, resolves it on first contact where she can, and opens a properly structured ticket for escalation when she can't. DxO specialists now only focus on the cases that actually need them.

What changed

• 75% reduction in Average handling time (AHT): from 4 minutes down to under 1 minute 

• Positive sentiment: 89% CSAT

Petrol Ofisi came to Wonderful for one thing: take the intake burden off their IT team. They had evaluated multiple vendors and Wonderful won on technology, product, and delivery. Three weeks after signing, Zeynep was in production.

"When you are running thousands of stations and thousands of employees need IT support every day, the intake process becomes a real bottleneck. We evaluated several vendors and chose Wonderful because they gave us confidence that they could handle the complexity of our environment and move fast. The feedback has been overwhelmingly positive, and for a company with our footprint, the results we see open up a much bigger conversation about where this goes next."

Mehmet Ali Gülşen, Chief Digital Transformation Officer (CDxO), Petrol Ofisi