November 2024

Maximizing Uptime with Managed Maintenance

A global retail giant partnered with JF to enhance the efficiency and reliability of its high-volume fuel stations through JF’s Managed Maintenance Program. By overseeing service calls, optimizing inventory management, and leveraging proactive problem-solving, JF helped reduce downtime, improve first-time fix rates, and increase overall operational efficiency.

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The Challenge

Managing High Demand

With some locations dispensing up to 1.5 million gallons of fuel per month, the client required a seamless maintenance program to ensure system uptime. Limited internal staff and fragmented service processes led to delays, inefficiencies, and revenue loss.

The client set ambitious performance benchmarks:

  • Achieve a 97% first-time fix rate
  • Ensure 90% on-time arrival of technicians within service windows

To maintain customer satisfaction and profitability, they needed a reliable partner to manage service requests, streamline repairs, and coordinate inventory across all locations.

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The Solution

A Proactive Maintenance Approach

JF implemented its Managed Maintenance Program, providing:

  • End-to-End Service Management – Full oversight of service requests, from intake to resolution, leveraging remote diagnostics for faster response times.
  • Inventory & Supply Chain Optimization – Ensuring critical parts were stocked to support rapid repairs.
  • Proactive Problem-Solving – Identifying recurring issues to reduce future service needs and improve uptime.
  • Dedicated Expert Team – A specialized team providing consistent support and expertise.

This structured approach ensured a smooth transition when JF took over service management on November 1, 2023.

The Outcome

Increased Efficiency & Uptime

JF’s solution delivered immediate and long-term benefits:

Reduced Call Volume – Fewer service requests relative to fuel gallons dispensed.

Higher System Reliability – Faster repairs and preventative maintenance minimized downtime.

Optimized Transaction Speeds – Quicker fueling experiences led to increased revenue.

Seamless Transition – The program was implemented without disruption.

A client operations manager praised the results, saying:

“It is one thousand percent better than the previous system in place. Calling for service is not a hassle anymore.”

Key Competencies

End-to-End Service Management

Full oversight of service calls, leveraging remote diagnostics and expert technicians.

Inventory & Supply Chain Coordination

Ensured critical parts were stocked, reducing repair delays.

Proactive Issue Resolution

Identified and addressed recurring system challenges to enhance long-term reliability.

Dedicated Expert Team

Assigned specialists provided continuous support, preventing issues before they escalated.

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