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ATLANTA — RaceTrac Petroleum Inc. has improved maintenance and repair services across its convenience store network through the use of ServiceChannel, a service automation platform for facilities managers and contractors.
Operational benefits and cost efficiencies include more effective contractor management through mobile/GPS check-in onsite; a streamlined invoicing and payment process; and more transparent service work orders management, according to the announcement. RaceTrac also gained advanced analytics and reporting capabilities, including resource allocation for specific repair and maintenance categories.
As a result of these changes, RaceTrac support organizations, including facilities management and field service teams, decreased the volume of unresolved daily service tickets by 50 percent without changing headcount or operational budget.
The teams were also better able to meet their service level agreements (SLAs) and overcome some existing perception challenges, the company said.
"Previously, there was definitely a 'cost of business' mentality when it came to facilities repair and maintenance costs," stated Jelani Headley, senior manager, field services support for RaceTrac. "Beyond the cost issue, we were constantly challenged to meet SLAs, which made it difficult for our store teams to deliver an exceptional guest experience."
The services RaceTrac deployed include ServiceChannel Service Automation, ServiceChannel Custom Analytics and ServiceChannel Site Audit Manager.
"There has been significant improvement since we established a relationship with ServiceChannel," Headley said. "Our vendors appreciate the faster, more accurate process, while our store teams and guests reap the benefits."