Leveraging Remote Management to Address Common Fuel Dispenser Challenges
By Brent Hamby
Scenario A: A site operator receives an alert from Site #123. The alert notifies them that dispenser seven isn’t operating as it should be.
Scenario B: A site operator is reviewing their fueling logs from Site #55 and notices something off about dispenser four’s log from the previous evening. At 10:55 pm there is a decrease in fuel but no corresponding transaction. A staff member at Site #55 goes out and notices that one of the valves has been tampered with.
Two prevalent challenges site operators face with their fuel dispensers are:
- Managing multiple assets
- Tackling fuel theft/fraud
The scenarios to the above have affected many site operators, and they are the types of challenges that require solutions that can address them simply and effectively.
Remote monitoring has proven to be the most effective solution thus far. It is what allowed the site operators to see when that dispenser from Scenario A wasn’t operating as usual, or notice that a transaction didn’t occur at the dispenser in Scenario B.
But that is where remote monitoring stops – at the initial alert or review. What happens next is still the same as it was before remote monitoring was available:
- The site operator needs to connect with an attendant at the site and verify the issue.
- The site operator contacts their technician.
- The technician adds the site to their schedule.
- The day arrives when the technician visits the site.
- The technician troubleshoots the dispenser.
- The technician resolves the issue.
That is a process that often takes multiple days, and a dispenser being out of operation that long can cost the site thousands of dollars in lost sales, as well as negatively affect the overall customer experience.
While remote monitoring is better than relying on a staff member (or, even worse, a customer) to notice an issue with a dispenser, a more effective solution has started to become available for dispensers – remote management.
Like remote monitoring, remote management enables a site operator to stay informed about their dispensers, but it takes things a step further by allowing them to take action on the dispensers and payment terminals without incurring the cost of a truck roll.
By enabling remote troubleshooting and configuration of connected dispensers, site operators can quickly address and resolve a wide array of issues, as well as remotely manage software and firmware updates.
Let’s return to Scenario A. As a significant number of dispenser issues are resolved via warm starts and reboots, the site operator can identify the issue with dispenser seven and conduct the necessary warm start remotely. Now, dispenser seven is back up and running the same day the problem was identified, rather than taking multiple days like it would have previously.
Remote management also helps site operators deal with the issue of fuel theft/fraud. With customizable alarms for payment systems and dispenser door security, site operators can remotely arm and disarm dispensers, thereby safeguarding against unauthorized access and potential losses.
Looking back now at Scenario B, the site operator doesn’t need to wait until they review the logs to take action. They can immediately disarm dispenser four right when the device is tampered with, thanks to the alarm they configured. While a technician may still need to go out to Site #55 to ensure the valve is operational (or fix it if it isn’t), the theft/fraud was stopped right away.
Remote management also helps address other common pain points that site operators face, such as labour shortages and ensuring an optimal customer experience. Site operators can now take dispenser-related tasks off the plates of site staff, as they can handle more issues remotely. This allows the staff to focus on taking care of customers and maintaining a clean and well-stocked store.
Smart devices on the forecourt help increase the impact of remote management. Smart devices, like Gilbarco Veeder-Root’s Pump Control Node 5 (PCN5), take remote management of dispensers to the next level through capabilities such as scheduling updates and remotely configuring settings, including blend ratio .
Remote management streamlines dispenser operations. It provides site operators with a strategic approach that promises to enhance efficiency and security and positions them, as well as their sites, for success.
Where does remote management go next? It extends its reach even further when it comes to helping with the complexity of dispenser management and tackling theft and fraud.
Here’s what it could look like for the two scenarios from the beginning:
Scenario A: Predictive maintenance identifies problems with dispenser seven before they even form, and automations handle those problems with no human interaction (even a remote one) needed.
Scenario B: Automatic monitoring of dispenser four’s fuel transactions occur by taking data from the dispenser, the automatic tank gauge (ATG) and the point-of-sale (POS). That data is used to detect when something is wrong and immediately disarm the dispenser.
Brent Hamby is a seasoned product leader specializing in transforming convenience retail. Currently, he serves as a portfolio manager at Invenco by GVR, where he focuses on IoT, media, and cloud platforms. Brent leverages his expertise to drive innovation and deliver impactful solutions in the convenience retail sector.
