Mulesoft Case Studies Pilot Flying J drives a seamless customer journey with omnichannel

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	Pilot Flying J drives a seamless customer journey with omnichannel Mulesoft

Pilot Flying J drives a seamless customer journey with omnichannel

Mulesoft

Technology Category	Application Infrastructure & Middleware - API Integration & Management Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries	Retail
Applicable Functions	Sales & Marketing Business Operation
Services	System Integration
Challenge	Pilot Flying J, the largest operator of travel centers in North America, was facing a challenge with its IT systems. The systems were either siloed or connected via one-to-one integrations, making critical data inaccessible. This was hindering the company's ability to provide a fully personalized and frictionless guest experience. To overcome this, Pilot Flying J needed to adopt an omnichannel strategy, backed by fully integrated systems, that allowed guests to engage with the brand through multiple channels - whether it is checking parking availability and reserving showers on the mobile app or redeeming offers on the web portal. Read More
About Customer	Founded as a single gas station 60 years ago, Pilot Flying J has grown to become the largest operator of travel centers in North America. The company operates over 750 locations serving more than 1.6 million professional drivers and traveling motorists daily. At any Pilot or Flying J travel center, professional drivers can find overnight parking, showers, a warm meal, WiFi, and a vast array of merchandise. The company's motto is 'fueling life's journeys'. Read More
Solution	To achieve Pilot Flying J's omnichannel vision for delivering personalized, digital experiences, the team had to unlock data from hundreds of siloed backend systems. Using MuleSoft's Anypoint Platform, Pilot Flying J replaced legacy middleware and custom code with flexible, reusable APIs. This allowed them to connect a range of backend systems with Salesforce systems, including Sales, Service, and Marketing Clouds. By taking an API-led connectivity approach to unlocking product, inventory, loyalty rewards, and customer profile data, Pilot Flying J was able to launch an industry-leading mobile app: myPilot. The myPilot app saves drivers time and dramatically improves quality of life on the road. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Platform as a Service (PaaS) - Connectivity Platforms

Applicable Industries

Retail

Applicable Functions

Sales & Marketing

Business Operation

Services

System Integration

Challenge

Pilot Flying J, the largest operator of travel centers in North America, was facing a challenge with its IT systems. The systems were either siloed or connected via one-to-one integrations, making critical data inaccessible. This was hindering the company's ability to provide a fully personalized and frictionless guest experience. To overcome this, Pilot Flying J needed to adopt an omnichannel strategy, backed by fully integrated systems, that allowed guests to engage with the brand through multiple channels - whether it is checking parking availability and reserving showers on the mobile app or redeeming offers on the web portal.

About Customer

Founded as a single gas station 60 years ago, Pilot Flying J has grown to become the largest operator of travel centers in North America. The company operates over 750 locations serving more than 1.6 million professional drivers and traveling motorists daily. At any Pilot or Flying J travel center, professional drivers can find overnight parking, showers, a warm meal, WiFi, and a vast array of merchandise. The company's motto is 'fueling life's journeys'.

Solution

To achieve Pilot Flying J's omnichannel vision for delivering personalized, digital experiences, the team had to unlock data from hundreds of siloed backend systems. Using MuleSoft's Anypoint Platform, Pilot Flying J replaced legacy middleware and custom code with flexible, reusable APIs. This allowed them to connect a range of backend systems with Salesforce systems, including Sales, Service, and Marketing Clouds. By taking an API-led connectivity approach to unlocking product, inventory, loyalty rewards, and customer profile data, Pilot Flying J was able to launch an industry-leading mobile app: myPilot. The myPilot app saves drivers time and dramatically improves quality of life on the road.

Impact #1	The myPilot app has simplified the complex process of diesel fueling, reducing the number of steps drivers need to take at the pump by more than 90%.
Impact #2	Pilot Flying J integrated their reservation system with micro-radar sensors, allowing drivers to view real-time parking availability at select locations along the 1-5 corridor.
Impact #3	The mobile app's integration with Pilot Flying J's shower system allows drivers to reserve a shower and receive push notifications when their shower is ready.

Impact #1

The myPilot app has simplified the complex process of diesel fueling, reducing the number of steps drivers need to take at the pump by more than 90%.

Impact #2

Pilot Flying J integrated their reservation system with micro-radar sensors, allowing drivers to view real-time parking availability at select locations along the 1-5 corridor.

Impact #3

The mobile app's integration with Pilot Flying J's shower system allows drivers to reserve a shower and receive push notifications when their shower is ready.

Benefit #1	2X YOY app user growth
Benefit #2	90% Fewer steps for mobile fueling
Benefit #3	80% more showers booked in-app

Benefit #1

2X YOY app user growth

Benefit #2

90% Fewer steps for mobile fueling

Benefit #3

80% more showers booked in-app

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Overview

Pilot Flying J drives a seamless customer journey with omnichannel

Operational Impact

Quantitative Benefit