Iconic Convenience Store Streamlines Operations with Nuvolo & ServiceNow

The customer is one of the largest and most loved convenience stores in the world, a marketplace leader in customer satisfaction. They have a strategic goal to grow from 10,000 stores in North America today, to over 20,000 by 2027. The customer is committed to making life easier for their customers and being on the forefront of innovation. They have a complex network of stores, assets, and vendors to manage, and their store operations services are outsourced to thousands of local and regional service partners though a single management company.

One of the world's largest and most loved convenience stores had a strategic goal to grow from 10,000 stores in North America to over 20,000 by 2027. To achieve this aggressive expansion while increasing store operations satisfaction, they needed a complete reimagining of how they supported their franchisees. The challenge was amplified when they purchased 1,000 new stores in 2018 and needed a way to quickly onboard them. They required a single platform that could manage all types of service requests, allowing for greater efficiency and automation. They wanted to combine 15 distinct helpdesks, track 3rd party vendor quality and speed of service, streamline store reporting process for facilities and IT, and improve field services through work order and store asset analysis. Over time, they had lost visibility into their vendor management program, had no insight into vendor activity or performance, and were paying expensive vendor invoices without the ability to cross-check against services performed. They were also facing issues with their support centers being on different unconnected platforms, resulting in ticket re-routing costs of over $3 million a year.

The convenience store decided to digitally transform store operations by leveraging the ServiceNow platform for IT service management and Nuvolo, the only Connected Workplace solution built on the ServiceNow platform. Nuvolo and ServiceNow provided employees, franchise owners, and third-party service providers a collaborative, cloud-based solution to better manage work, automate routine tasks, and improve service quality. Today, the brand has an enterprise service management program that manages all locations, assets, work, and vendors on one platform. Employees now report store issues through a single, user-friendly web portal that encompasses IT, facilities, HR, payroll, merchandising, logistics, network operations, and more. Most facilities work orders and IT tickets are auto-routed to the appropriate support desk. Automating this process saved $3 million per year in ticket re-routing costs. Nuvolo led the way, and all vendor data and work orders are now part of the service management platform. The customer has real-time visibility into vendor performance and can automatically generate reports. They process invoices efficiently and intelligently, cross-check original work orders against vendor data and can flag discrepancies.

• The operational results of the transformation have been significant. The convenience store now has a single platform for managing all types of service requests, which has greatly improved efficiency and automation. They have real-time visibility into vendor performance and can automatically generate reports. They are no longer blindly paying invoices, but instead process them efficiently and intelligently, cross-checking original work orders against vendor data and flagging discrepancies. The facilities team is also using vendor data to negotiate renewals, resulting in significant cost savings. The customer is also able to create logical preventative maintenance schedules by comparing repair history and warranty details against an asset. This, coupled with comprehensive vendor information, drives smart dispatch routing, making work more efficient and effective.

• Saved $3 million per year in ticket re-routing costs
• Handles approximately 1.2 million work orders per year
• Monitors and maintains 1.2 million assets