This article is brought to you by Vontier.
The landscape of convenience retail is changing dramatically, morphing from traditional gas stations into multifaceted mobility hubs. These hubs now offer not only fuel and EV charging but also services like car washes, food, and other value-added offerings. With this evolution come both remarkable opportunities and substantial challenges. As Austin Lieb, chief product and device engineering leader of convenience retail at Gilbarco Veeder Root, notes, “Siloed systems, fragmented data, and increasing operational complexity are driving up costs and limiting retailers’ ability to innovate and deliver seamless consumer experiences.”
Lieb emphasizes the necessity of an integrated approach, stating that “the forecourt, store, and carwash must operate as a unified, cloud-connected ecosystem.” This integration can simplify operations and enhance uptime, ultimately creating a smoother journey for consumers and driving growth for retailers. In contrast, disconnected technology systems can undermine efficiency, making it difficult for retailers to manage their networks optimally. “Without estate-wide data visibility, operators often struggle to optimize performance or leverage insights to reduce costs and improve uptime,” Lieb continues. A malfunctioning fuel position or fragmented loyalty programs can frustrate customers and send them to competitors who provide a more seamless experience.
Three pivotal industry trends are conspiring to make this moment ripe for digital integration. The first is format evolution. As mobility hubs emerge, they require sophisticated, integrated solutions to meet the increasingly complex demands of operations. Simply put, the modern consumer expects more from their convenience retail experience than ever before.
The second trend is technology maturity. Advances in cloud computing, microservices, and edge devices are paving the way for scalable, secure, and cost-effective integrated platforms. With technology evolving at a breakneck speed, retailers must keep up with these advancements to stay competitive in a rapidly changing market.
Finally, the speed of innovation in the retail sector cannot be overlooked. Retailers that fail to integrate their systems risk fragmented consumer experiences, rising costs, and missed revenue opportunities. As Lieb aptly puts it, “The time to act is now.” Now more than ever, convenience retailers must embrace an integrated approach to thrive in this evolving landscape.
When discussing integration, Lieb identifies two crucial levels: site and cloud. At the site level, seamless communication occurs between equipment—such as dispenser electronics, payment terminals, and point-of-sale systems—to deliver real value to customers. Features like in-store item ordering at the pump and personalized media experiences not only enhance customer engagement but also drive incremental revenue.
On a broader scale, the network level utilizes Vontier’s cloud asset management platforms to give retailers real-time visibility and remote management capabilities across their entire estates. This includes access to remote diagnostics, software upgrades, and automated workflows. The implications of this level of integration are profound, enabling retailers to respond more quickly to issues and optimize their operations on the fly.
Integration will play a vital role in unlocking value for today’s operators. According to Lieb, it can lower the total cost of ownership by eliminating siloed systems and improving operational efficiency through automation. This will allow retailers to innovate rapidly and deploy new features while ensuring regulatory compliance and reducing certification costs. Through a focus on connectivity, Vontier is paving the way for a more integrated retail experience.
As part of Vontier’s approach to digital integration, Lieb highlights the importance of connectivity as the cornerstone of its solution architecture. By interlinking a diverse array of devices and software—both on-premises and cloud-based—Vontier enhances in-store conversion through integrated media and personalized promotions, simplifies compliance, and reduces costs via unified payment platforms.
This is part one of a two-part series brought to you by Vontier. Read more about how technology can create a seamless customer journey in part two.
