Pilot Flying J drives a seamless customer journey with omnichannel
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- myPilot app
Tech Stack
- MuleSoft's Anypoint Platform
- Salesforce Sales, Service, and Marketing Clouds
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
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
About The 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'.
The 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.
The 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.
Operational Impact
Quantitative Benefit
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