Devon's inquiry handling process
Devon Direct is a team of analysts dedicated to providing outstanding customer service and inquiry resolutions to Devon Energy interest owners and suppliers in the following areas:
? Revenue/royalty payments
? Division orders
? Surface ownership and leasing
? Accounts payable
? Joint interest billing
The Devon Direct team's goal is to provide accurate answers to all incoming inquiries in the most timely and efficient manner possible. To facilitate this, owners and suppliers are encouraged to email DevonDirect@dvn.com or call us at 405-228-4800 and speak to a member of the Devon Direct team.
Our hope is that the Devon Direct representative can assist the caller in a manner that answers his/her questions during the initial call. However, if additional research is required in order to provide a sufficient answer, the caller should allow up to 48 hours for either an answer to the original inquiry or an update to a status of the inquiry.
If at this point a sufficient answer has not been provided, the inquiry will be forwarded to the supervisor of the team member. If a sufficient answer is still not provided after an additional 48 hours, the inquiry will be further directed to a manager.
Devon Direct representatives are available to answer your call between 8 a.m. and 4:30 p.m. CST Monday through Thursday and 8 a.m. to 4:00 p.m. CST on Friday. If all lines are busy, the caller may hold for the next available agent, leave a voicemail or email DevonDirect@dvn.com. For voicemails and emails, please allow up to 48 hours to be contacted by a Devon Direct analyst. The same response time and process outlined above will be followed until a sufficient answer is provided to the owner or supplier.
Some inquiries will occasionally require more than 48 hours to resolve. The Devon Direct team will do its best to set appropriate expectations for resolution in those situations. Additionally, interest owners and suppliers are encouraged to call or email Devon Direct any time for an update on an outstanding issue.