Let our investments in technology work for you.
What we are building now
Inside our operations
Agents on the slow work
We are putting AI agents onto claims, issue resolution and account management — the work where the delay is someone getting to it rather than someone deciding. A claim raised on a Friday should not wait for Monday.
In the store
AI in the shopping experience
Further integration of AI into the eCommerce experience: finding the right item, the right size and the right compliance class without a call to a rep.
Underneath both
The platform and the ERP
Continuous improvement of the in-house website platform and the ERP behind it. Both are ours, so an improvement is a decision rather than a request to a vendor.
We continuously invest in technology designed to improve both the customer experience and our own operational performance. Initiatives currently being explored and implemented include the use of artificial intelligence to enhance customer support responsiveness, customer service efficiency, demand forecasting accuracy, inventory planning, process automation and continuous improvement.
Three ideas for Pilot
The three ideas, drawn
A kiosk on the travel center floor
Idea one
A screen in the store where a Pilot customer — not an employee — orders Pilot-branded merchandise and has it shipped to their home. Pilot carries no shelf space and no store inventory for it. The order comes to us, and we decorate, pick and ship it direct. It makes a travel center a storefront for the brand without making it a warehouse.
A branded item with a qualifying purchase
Idea two
Pilot runs an in-store promotion: buy a qualifying higher-dollar item and the customer gets a Pilot-branded item free. We would recommend running it print-on-demand — the customer claims it and we fulfill and ship straight to their home, so no location has to carry stock for a promotion that may or may not move. Where Pilot would rather hand it over at the counter, we ship stock to the travel centers running it. Pilot sets the threshold and the dates; the product and the supply behind it are ours.
Pilot Rewards, fulfilled by us
Idea three
We integrate with the Pilot Rewards app so that a customer who has spent enough with Pilot can redeem that spend for Pilot-branded merchandise. They redeem in the app they already use; the order reaches us, and we decorate, pick and ship it to their home. Pilot's side stays the rewards program it already is — the catalog, the inventory and the fulfillment are ours.