Impact of Covid-19 The New Normal? Instore concerns of people and - - PowerPoint PPT Presentation

ž Instore concerns of people and state laws ž Look at Home Deport & the supermarket chains – order

• nline, loyalty programs, delivery or pick up – Technology

Driven!

ž Our industry in many cases does not see the value in

technology we continue to do things as we always have this is no longer feasible we need to embrace increase technology even faster or become a dinosaur

Impact of Covid-19 The New Normal?

ž Do you look at them as cost centers or strategic assets? ž So you have the inhouse staff to set up and manage these

areas effectively?

ž Are you using your internal data effectively / have you

developed a way to analyis it in depth?

ž Do you on a regular basis review the configuration of the

software, website, and loyalty to ensure that the data you are receiving is valid?

How do you view your software, website and loyalty program?

ž Automation vs manual process – What can be done to minimize

manual processes?

ž Processes that pre-date the software or are used to double

check it?

ž Manage by exception - Timely alerts to avoid waiting for weeks

for data and still having to review reams of information that may

• r may not be of value any longer.

ž Reduction in labor expenses – Head count and time doing daily

• tasks. Double and triple touching / re-keying of the same

information.

Software Process & Procedure / Software Review Goals

ž If the software has the functionality you need have you

purchased the necessary modules?

ž Who in the office was trained by the software vendor in how to use

the software? Are the people initially trained still working for your company? How long ago were these people trained.

ž How long ago were staff trained on new modules. ž When did you last meet with your vendor meet to see if you are fully

utilizing the software – has your business changed, new software features, or new modules been released that you could use?

Software Questions

ž IT — When did we purchase the software package? — When was it last upgraded? — Are all of our POS’s at the stores on the newest version / same version of the POS software? ž Wholesale Staff — What do we use the software for exactly? — What is manually keyed in versus what comes in electronically? — Who trained you on using the software and when were you last trained? ž Price Book Manager — Who trained you on using the software and when were you last trained? — Are we attending any user conferences on our software? — Please provide a list of what functions you do using the software? — When was the store level price book created?

Software Questions for your Staff

ž Gen X – 41 to 55 years old (Current)

— Cash and credit — Most utilize technology

ž Gen Y – 26 to 40 years old (Current and Future)

— Do not use cash (Touchless Payment / Online with CC) — Highly technology centric — All about immediate gratification

ž Gen Z – 4 to 24 years old (Future)

— Have disposable income but not part of the employment base — Most are young, in school, income dependent on others

Website & Loyalty How do you effectively reach your customers?

ž Do you have a website? ž When was it last updated? ž Do you update it on a regular basis? ž Have you solicited feedback from people of different ages and

backgrounds (tech and non tech savy)?

ž Is it a tool to market to customers or just a basic information

page?

ž Is it an interactive portal for your customers and linked to your

loyalty program?

Website The Importance of your website

ž Do you have a loyalty program? ž How up to date is it? ž Is it a basic loyalty program or dynamic? ž Is your loyalty program processing real time or daily? ž Do you manage it internally or use a 3rd party ž How effective is it / how do you measure this? ž Does your loyalty program have it’s own P&L statement? ž Do you advertise employment opportunities to loyalty

customers?

Loyalty Do you have a loyalty program

ž Website / loyalty program – the customer must be a loyalty customer ž Will you offer all hours or only specific hours for these options ž All products or only some (how / if you can do tobacco, alcohol, and

• r lottery)?

ž Additional labor cost / Outsource though a 3rd party (DoorDash) ž Delivery to car or instore pickup ž If to car

— Issues regarding weather — Increased insurance costs (injury or theft) — Payment options – pre pay or at pickup

Website / Loyalty Online Ordering / Delivery / Curbside Pickup

ž Is it feasible?

— Cost of install of drive thru — Traffic entrance / exit — Do you have separate entrance / exit for distancing? — Will drive thru be open peak hours or all hours store is operating?

ž Cost of construction ž Additional labor costs ž What is the additional revenue projection?

Drive Thru

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ROG was founded in January 2010 and since that time has worked with over 130 Petroleum Marketers , Transport Companies, and Retail Store Operators across the country.

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Our teams real world experience includes:

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Former owner of a large petroleum wholesale, retail, and transportation company

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Former owner of a small chain of gas stations, cstores, and car wash sites.

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The owner of an inventory company – financial / item level inventory

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Former VP of a scanning and back office software company

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Study Group Clients including:

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JT Alexander

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Evans Motor Fuels / Evans Expressmart

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Brewer Hendley

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RD Holder

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Orton Oil

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Newton Oil

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BP West Coast Project – Coached at 375 sites in Washington, Oregon, and California that received a new Commander POS and S2K Back Office Software

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Empire Petroleum – Onsite and remote project management of a new retail, wholesale, reporting, and accounting software program encompassing 28 states and over 1.2 billion gallons in sales

ROG Consulting Overview