Delivering superior customer service

Fuel monitoring innovation Gilbarco Veeder Root and Eseye

IoT Connectivity with customer service for Gilbarco Veeder-Root

Why working with an M2M specialist is so important

Gilbarco Veeder-Root is a global leader in fuel dispenser technology and integrated fuelling solutions, under the Danaher umbrella. With constantly changing business needs, it’s a company that needs a connectivity supplier that understands urgency.

Gilbarco Veeder-Root’s Operations Manager Robb Claxton deals with wet stock management, covering hardware and tank gauges that monitor fuel levels. He’s in a field that depends on compliance and following environmental regulations where issues have to be dealt with promptly, and where connectivity is key. In Europe, Gilbarco Veeder-Root needed a single solution so they didn’t have to negotiate different contracts in each territory. Its supplier was a single operator but they struggled with uneven UK-wide coverage.

Eseye spoke to Gilbarco Veeder-Root about failover solutions and continuity through GPRS/3G.

I hadn’t previously considered the importance of reliability or back up, especially considering TCP/IP has more failovers than cellular data,

Claxton tells Eseye.

Having a focused M2M supplier was very important to me… we needed one who knew the field intimately and could give options and ideas to take it forward rather than just tell us what’s happening on any given day.

Gilbarco Veeder-Root was looking for a way to maximise M2M connectivity and whilst its incumbent provider often referred to breadth of coverage, the levels of support when connectivity was intermittent or failing were lacking. Gilbarco Veeder-Root also needed in- country roaming, which is where Eseye came in.

Solution

Eseye was able to offer a single point of contact and focus that only comes from a business that recognises the importance of customer support, while still possessing the vision and technical prowess to rival the largest telecom and M2M companies. More significantly for Gilbarco Veeder-Root, Eseye provides a one SIM solution for its M2M needs and has helped develop cost-effective solutions to work with its new products.

Like many businesses Gilbarco Veeder-Root doesn’t want to waste time convincing a big corporation that there’s a problem when time could be spent finding a solution. Eseye’s Malcolm Barnes is all too aware of the need to fully appreciate a customer’s business requirements.

When you’ve got engineers on forecourts you need a quick answer, and getting one from a big corporation can prove a challenge. We recognise how important it is to Gilbarco Veeder-Root to have an M2M specialist – if you’re a network you may not know or even care what’s hanging off the back end of a SIM but at Eseye we absolutely do. It’s vital that we fully understand Gilbarco Veeder-Root’s needs and their technology and our knowledge and response is always improving. We know what a customer does and how quick answers are business critical. I think that’s something that really differentiates us from the big single network providers. We really do care about a client’s business.
Paul Marshall, COO, Eseye

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