Stations, drivers and distributors in one view for a fuel retailer

A large fuel retailer is really three businesses. There are the drivers who call, message and leave reviews. There are hundreds of stations, each with its own staff and forecourt. And there's a lubricants side that sells through distributors and fleet accounts.

Each runs on its own reports. Head office sees fuel volume weeks later. Calls go unanswered after hours. Most drivers who are due for an oil change are never asked at the pump. Distributors find out they're short when the shelf is already empty.

• A ranked list of where to start, like offering oil changes at the pump, filling quiet car wash hours and keeping distributors stocked.
• Customer agent for calls and chat: oil change bookings, fleet orders and complaints, with anything sensitive passed to a person.
• Forecourt cameras that spot the vehicle at the pump and suggest the right service to the attendant on a tablet.
• Staff coaching: each customer interaction gets a gentle score so managers know who to support.
• Morning report sent to managers' phones at 7:00.
• Review replies for every review.
• A 90-day pilot plan: the customer agent and morning report at a small group of stations first, then forecourt tools, then lubricants, with a review together at the end.