The gas station of the future is expected to not only change in appearance but also provide processes that integrate IT technology to attract and retain customers. The entire process, from the arrival of drivers to the gas station or charging station to their departure, called the "Driving behavior way," can be transformed into a new form of a gas station by combining it with IT technology.
Part 1. Preparing the Evolution of Gas Stations
The goal is to create gas stations offering facilities for refueling and charging various types of vehicles and IT platforms to attract more customers.
The Car Mobility platform provided by gas stations aims to innovate the existing in-station-centric gas service through the digital transformation of space. By utilizing artificial intelligence and big data technology to predict customer spending behavior and guide them to optimal activities, customer satisfaction will be increased. In addition, by connecting various car services, such as foods purchase, tire exchanges, car washing, delivery, etc., with external platforms, gas stations can offer comprehensive vehicle-related services, maximize customer visits, and maximize customer value through cross-selling.
"The future gas station allows you to eat prepared food or do various consumption activities in your car while refueling."
To develop a new Car Mobility platform for existing gas and charging stations, it is recommended to proceed with consulting in the following steps:
Step 1: Identify all service processes from the customer's entry into the gas or charging station to their refueling or charging and subsequent service. For example, from the moment a vehicle enters a gas station or charging station to the end of the service process, including product and service reservations, orders, refueling or charging, settlement, and post-service procedures, must be defined.
Step 2: Identify different types of vehicles that require different types of fuel or charging, such as gas, diesel, propane, electric, or hydrogen vehicles.
Step 3: Identify customer experiences and values for each service process. For example, automatic issuance of coupons for products or services that customers can receive before entering the gas station or charging station.
Step 4: Identify and understand the strategic application of technology that can be applied to provide differentiated customer experiences.
Step 5: Consult with internal departments, especially marketing, and vendors, for POC (Point of Concept) or POV (Point of Value) implementation to apply technology and partnerships to each process.
Step 6: Prioritize tasks based on the strategic expected effects and ease of implementation for each process, divided into quick wins, short-term, medium-term, and long-term projects.
Step 7: Set up an implementation roadmap for Future gas stations and allocate budgets for each stage.
Step 8: Establish a risk analysis and response strategy to prepare for problems arising during implementation.
In conclusion, as the intelligent car mobility platform market expands, gas station companies must establish a strategic plan to maximize customer value by integrating IT technology and offering differentiated services.
Next, I will explore ways to utilize the data accumulated in the existing CRM system to obtain various and meaningful analysis information through the BI portal environment and find ways to use it for marketing purposes.
Please, message me anytime through LinkedIn if you have any inquiries or want to discuss the matter.
By Jake Park(jake.kbpark@gmail.com) / IT consultant
#Carmobility #MaaS #transportation #mobility #gas #electriccar #retail #buisnessintelligence #CRM #clientrelationship #culture #Car #consumer
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