Customer
Drivers in the Southern United States can fill up on fuel and snacks at RaceTrac Petroleum outlets. The Atlanta-based company operates nearly 700 convenience stores and gasoline stations under the RaceTrac and RaceWay brands.
Challenges
Managing a highly distributed enterprise of nearly 700 convenience stores presents a number of operational challenges for any company. This was especially the case for RaceTrac’s Field Services team whose responsibilities include fielding and routing hundreds of maintenance and repair requests originating from any of its stores at any given time. Key challenges this team sought to overcome included:
“It’s been like night and day compared to our old process. Vendors love doing business with us now because ServiceChannel makes it very easy to work with us.“Sometimes the tool is not good enough to “catch on fire’ within a company. But ServiceChannel was able to engender support at all levels of RaceTrac because of its ability to be our system of record.”
Goal
RaceTrac’s Store Support Center, including Facilities Management and Field Services, identified several decision criteria in its search for a new service automation platform:
Solution
After a thorough search process, RaceTrac selected ServiceChannel due to its advanced data analytics, reporting and mobile computing capabilities. Specifically, RaceTrac deployed:
Benefits
RaceTrac’s ServiceChannel implementation improved its facilities maintenance and repair process dramatically in terms of efficiency and cost savings. Moreover, the company has been able to provide a new level of customization and self-sufficiency so the hundreds of active users can create and track work orders to successful resolution. Specific benefits included:
Results
The successful ServiceChannel deployment convinced RaceTrac’s management to make the platform the enterprise system of record for a number of departments and key business processes. This promises to further enhance the level of collaboration and effective planning while raising the overall perception of the Store Support Center. Key performance indicators RaceTrac has measured include:
