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Enabling the Deskless Workforce

David Clothier, VP Finance, Treasurer/Controller, Pilot Flying J
David Clothier, VP Finance, Treasurer/Controller, Pilot Flying J

David Clothier, VP Finance, Treasurer/Controller, Pilot Flying J

As Pilot Flying J began evaluating technology partners to modernize our employee experience, we wanted to ensure that the tools we provided would be useful for all our people, but in particular our “deskless workforce”. Of our 27,000+ employees across 750+ stores, approximately 90% spend the majority of their time in perpetual motion. These individuals do not have time to locate an available work station, try to remember 15 different passwords or navigate a complex patchwork of systems to find information related to their career. With more than 92% of Millennials owning a smart phone, we knew we needed to provide quick, intuitive experiences on mobile devices so that our employees would be able to work the same way they live their personal lives. We therefore decided to consolidate 25 different systems into 1 by leveraging Infor’s Human Capital Management platform.

While the financial benefits were significant (over $1M in savings annually), the impact on employee engagement and productivity were equally impressive. The simple act of changing an address from a mobile device (instead of calling HR or submitting a paper form) was immediately identified as a tangible benefit by our store employees. And those same individuals were able to “clock in” for their shift with their mobile device upon arriving at the store, so if they noticed that the trash at the pump needed to be emptied they could grab it on their way in versus needing to first walk inside to use an old-fashion kiosk or time clock. While these small-time savings may initially seem insignificant, when multiplied across over 750 stores they add up to substantial efficiencies that impact the bottom line. And we also quickly identified a correlation between employee turnover and individual store revenue that allowed us to predict (very early in the month) the anticipated revenue based on how successful our retention strategies had been.

As more time has passed since our move to a single partner for our enterprise solutions, the benefits to our corporate employees in Finance, HR and IT have become more obvious as well. The complexity of working in, supporting, updating and navigating a wide variety of disparate systems takes its toll on these individuals. In addition, the ability to consolidate and aggregate information across the enterprise has enabled more informed, faster decision making which allows us to be agile and respond to inevitable changes and shifts in different geographies. We know that our industry will continue to evolve as new forms of energy are utilized and the world of transportation adapts, but we are confident that our technology will enable us to adjust accordingly to ensure that our people and processes are aligned with future business models.

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