Over 50 Gazprom Neft filling stations will be converted to a new format for the Russian fuel retail market with an expanded self-service area for quick payment of fuel, cafe and store goods by the end of 2024.
The new concept provides for maximizing customer opportunities for independent payment, organizing an intuitive space for autonomous purchases, and an increased number of express checkouts. Changing the rhythm of personnel work also allows visitors to receive more personalized service.
The project will primarily be implemented at the network's filling stations with high traffic in Moscow, St. Petersburg, and Yekaterinburg.
One of the typical filling stations, converted to the updated format, began operating in St. Petersburg on Engels Avenue, 173. By optimizing the retail space and placing six hybrid self-service express checkouts instead of three cash registers operating only through operators, the station's throughput and customer service speed have been increased.
In addition to fuel payment, you can find out the balance of the fuel card, the number of loyalty program bonuses, and also pay for store goods, hot drinks, and order dishes from the signature cafe through the digital menu of self-service checkouts. Each cafe order is assigned a number in the electronic queue, and its readiness status is visible on the information screen in the preparation area.
Head of the Gazprom Neft filling station network, Oleg Kuzmenkov:
«With the introduction of the new self-service concept, our customers can make purchases faster, while receiving additional comfort from using modern digital technologies and personal interaction with filling station employees. This increase in quality and speed of service helps to improve customer service and increase the volume of fuel sales, as well as cafe and store goods. Already in the first weeks of operation of the filling station during peak hours, the share of self-service at the station has grown to 80%, and the throughput has increased by 4%».
