Case Study: RaceTrac accelerates facilities operations and cuts manual help tickets 50% with ServiceChannel

RaceTrac Accelerates Facilities Operations and Maintenance with Enterprise Service Automation

RaceTrac, an Atlanta-based convenience-store operator with nearly 700 RaceTrac and RaceWay locations across the Southern U.S., faced operational strain on its Field Services team from hundreds of maintenance requests daily. The team struggled with poor visibility after ticket creation, redundant work orders, a legacy FM system that couldn’t handle contractor invoicing or clarify R&M spend, and a weakened internal and external perception of facilities management.

RaceTrac implemented ServiceChannel’s enterprise platform—deploying Service Automation, Custom Analytics and the Site Audit Manager mobile app—to automate workflows, consolidate invoicing and provide detailed spend and performance analytics. The rollout cut help tickets requiring manual intervention by 50% (about 300 to 150), improved reporting, contractor management and collaboration, established ServiceChannel as the system of record, and helped the Field Services team meet SLAs even amid high staff turnover.

RaceTrac

Jelani Headley

Senior Manager, Field Services Support