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Fueling Change: How Pilot Flying J is Shifting Gears with MuleSoft and Field Service Lightning

Fueling Change: How Pilot Flying J is Shifting Gears with MuleSoft and Field Service Lightning

The largest operator of travel centers in North America, Pilot Flying J serves more than 1.6 million guests a day across more than 750 locations, providing food, fuel, Wifi and other comforts of home along the road. Pilot Flying J has embraced technology as a strategic growth priority to help deliver a heightened guest experience and grow fuel sales. 

“Connecting people and places with comfort, care and a smile at every stop.”

For Pilot Flying J, consistently providing an elevated customer experience depends on the reliability and effectiveness of their field service operations, which ensure that every location is able to provide a full range of services. 

To drive even greater efficiency and proactivity in their field service operations, Pilot Flying J teamed up with Traction on Demand to transform the way field technicians maintain equipment through a brand new solution built with the Salesforce and MuleSoft Anypoint platforms.

Servicing Needs; Driving Smiles

Pilot Flying J has over 86,000 unique assets and pieces of equipment such as coffee machines, pizza ovens and HVAC systems across their hundreds of locations. Their field service team is responsible for maintaining these assets, and Pilot Flying J recognized that empowering their team through technology would enable them to maintain and restore these important services faster and more efficiently. 

There were a few key aspects of their field service operations they sought to strengthen:

User Experience

The Pilot Flying J team used three different systems to manage work orders, third party vendors and accounting. They wanted to bring this data together within a consolidated hub, which would simplify the experience for end-users and reduce manual work. 

Field Service Efficiency

Pilot Flying J wanted to streamline their maintenance processes, from technician dispatch to work order completion. That meant simplifying and speeding up the dispatch process, and finding a way to reduce driving time for technicians, often a challenge as store locations along highways tend to require long travel times. 

Asset Downtime

Assets like pizza ovens can drive a lot of store revenue in Pilot Flying J locations, and when they require maintenance (entering ‘downtime’) customers are unable to use the service, leaving value on the table and creating a less-than-optimal experience for the customer. The team wanted to reduce the amount of time these machines lie idle in stores. 

Internal Capacity

Before setting out on the project, approximately 70% of Pilot Flying J work orders were completed by third-party vendors, with about 30% completed internally. The team hoped to build capacity for their internal technicians to complete more work orders and reduce their reliance on outside vendors. 

Steering Towards Success

To drive towards these core efficiency goals, Traction on Demand and Pilot Flying J implemented a solution that leverages Salesforce’s Field Service Lightning (FSL) and MuleSoft.

Streamlining Process and Connecting Teams with MuleSoft

With MuleSoft, Pilot Flying J is able to integrate disparate data sources and utilize Salesforce as a consolidated hub for service orders.

Driving User Excellence with Field Service Lightning Integration 

Alongside Salesforce, Field Service Lightning is helping Pilot Flying J drive efficiency and excellent user experience throughout every stage of the service process. Now, all work order management runs through FSL, from preventative maintenance through to special project work orders. 

Route optimization allows technicians to spend more of the work-day performing high-value tasks. All of this powerful functionality is available to technicians anytime, anywhere through the user-friendly FSL Mobile App.

The Finish Line

On June 17th, 2020, Pilot Flying J went live with its new solution. Technicians are already enjoying the benefits of the streamlined Mobile App, leading to strong adoption post-implementation. 

“A key objective of this project was to simplify our systems. Now, with MuleSoft and Field Service Lightning we can bring all our data together, allowing us to drive simplicity and efficiency for our end-users — from dispatchers to technicians. The Traction on Demand team was able to truly understand our business needs, and help us design a solution in alignment with our organizational vision.” 

Rick Ellison, VP Strategic Excellence, Pilot Flying J

Fueling Your Transformation 

With multiple FSL and MuleSoft implementations across multiple industries and dedicated teams within both specialties, Traction on Demand is here to help! Get in touch with a member of our team to discuss how we can help make your organization more efficient and empower your teams.

Looking for more FSL information? Check out our Guide to Getting Started with Field Service Lightning for a comprehensive overview of the solution. 

Begin Your Digital Transformation

Get in touch with a member of our team to discuss how we can help make your organization more efficient and empower your teams.

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