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Travel Centers Digitalized
By Michael Rodgers, Chief Strategy and Information Officer, Pilot Flying J
Our principal focus is guest and customer engagement, especially from a technical and digital perspective.
It is about converting the potential customers into loyal customers, by ensuring we provide best utility and benefits for customers
In a digitally empowered era, everybody has smartphones and engages with us on our digital platforms whether it be through our MYPilot App, our website or our WiFi. To make it easier for the guest to engage, we deliver high speed WiFi in most of our locations both inside the travel center and in our vast parking lots surrounding the centers. Access to this service is always free inside the building. All these capabilities are designed to help our guest have a better day and get them back on the road as quickly as possible. Features in the MyPilot App that help the driver include, the ability to reserve a shower, the ability to configure a complex fueling transaction within the app, the ability to receive fueling receipts in the App and the ability to receive valuable offers and deals within the travel center. With 70,000 parking places across the country, it’s critical that we provide our guests with the services they need to conduct their business in efficient fashion. Our digital strategy will remain focused on continual improvement in this respect.
Strategic Plans to Steer Forward
We are also focusing on other ERP (Enterprise Resource Planning) projects that make our team members’ experience better. Our travel centers are spread across North America and are located in remote locations where it is difficult to relay messages to our team members. To mitigate this issue, we are implementing many measures to ensure better connectivity with our team by deploying modern digital platforms.
In my eyes, Pilot Flying J would not have been able to make the digital advancements we have without the partnership of my peers and counterparts across the organization who bring a plethora of special skill sets to the table. When there is a challenge at hand, we leverage our team strength to help complete the puzzle and take pride in the services and benefits that we provide to our team, guests and partners.