Connectivity with customer service for Gilbarco Veeder-Root
ESEYE CASE STUDY
Eseye speaks to Gilbarco Veeder-Root’s Operations Manager Robb Claxton and Eseye’s Malcolm Barnes about the blossoming relationship between the companies and 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.
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.Malcolm Barnes
Eseye’s work on its world first Multi IMSI solution is the next step for Gilbarco Veeder-Root.
I’d be really interested in looking at a Multi IMSI solution, one that’s country-independent, with a flat cost that we can sell on to our customers without any hidden surprises. Fundamentally it’s about providing a one size fits all connection that works and when it doesn’t work I need someone to tell me why and to fix it.
Gilbarco Veeder-Root has indicated that the next step for them would be to see geographically where all their SIMs are located. “Something that can be a blind spot to any company is seeing graphically where all the connections are,” Claxton explains. “If you lose a cluster of sites, you see them as site numbers instead of on a map. If a graphical display were possible I’m sure solutions could be arrived at much quicker and save a lot of time.
Every day Eseye is putting in more connections and deploying in larger numbers with Gilbarco Veeder-Root. It’s a relationship that’s set to flourish.
We realise that our expertise is manufacturing pumps and so on – the extra cog is the telecoms component, so we need an expert that is going to provide a prompt, reliable response and will also provide us with steering and knowledge, and I think that’s what we’ve got with Eseye. Customer service is the overarching factor, and you can’t put a price on that.Robb Claxton
Eseye case studies are written in conjunction with customers and partners to provide interesting illustrations of how the Internet of Things is evolving and how Eseye, its customers and its partners are using innovation to deliver value adding services to homes, enterprises and cities.
For more information about this case study or to discuss any aspect of it, please contact the Eseye Marketing Department on firstname.lastname@example.org or alternatively on +44 (0)1483685200.
Gilbarco Veeder-Root website