A message from Laura Pottorf, Global Basestocks and Specialties Marketing Manager

Dear valued customers and partners,

As we move into 2021, hope for the year ahead is growing with great expectations for the rapid rollout of vaccinations that allow an eventual return to our pre-COVID lives. Weathering COVID-19 was unchartered territory for us all, both personally and professionally.

ExxonMobil, like many in the oil and gas industry, faced many hardships. During this time, we reached out to our customers to ensure that your needs were being met and that any issues were addressed swiftly. We recognize that at times we did not meet your expectations despite our extensive efforts. However, we want to assure you that our teams remain committed to ensuring safe and reliable supply to our customers.

We are proud of the work our teams did at our refineries and terminals to adapt to the rapidly changing business environment, and we thank you for your trust, collaboration and understanding.

Operational effectiveness

Over the past year, our global supply team has worked to support your individual needs by developing plans for business stabilization and recovery and ensuring reliable supply and delivery of over 25,000 shipments across the world. Our customer care teams have worked diligently to accelerate the resolution of customers’ inquiries and requests globally.

Formulation optimization

Our technical support team held approximately 125 customer meetings during the year. We believe the depth and breadth of our technical capabilities is a competitive advantage, allowing us to address customer questions promptly, identify new business opportunities and offer optimized formulation solutions to meet our customers’ needs. We continue to enhance our Blend Optimization Book (“BOB”), which now has an inventory of nearly 1,000 approved formulations to help customers optimize their formulations. And finally, we have created new technical material that highlights the performance benefits of our Group I and Group II/II+ ExxonMobil base stocks.

Connecting with you

Keeping our community of customers and business partners informed about our business remains a focus. In 2020, we launched an ExxonMobil Basestocks LinkedIn Showcase Page to routinely share our expertise with the broader base stocks community. We also shared a webinar and a podcast discussing base stocks interchange guidelines and markets. Finally, we developed and shared a series of articles focused on keeping you informed on the latest insights and changes happening in our industry.

As we embark on the year ahead, we remain committed to:

• Delivering our products to you safely, reliably and on time
• Keeping you informed about industry trends
• Working with you to understand and meet the future needs of your business

At ExxonMobil Basestocks, we understand the current challenges our industry is facing. We have the expertise and knowledge ready to support the changing needs of your business in today’s world and tomorrow’s.

We wish you all the very best for the year ahead.

Laura Pottorf

Basestocks and Specialties, Global Marketing Manager