From clipboards to consistency: How Pilot Company modernized frontline work at scale

In the high-velocity world of travel centers, consistency is the ultimate brand promise. For Pilot Company, one of the largest operators of travel centers in North America, that promise is kept across 900+ locations by 30,000 team members. Because guests often visit multiple Pilot locations on a single journey, every store must operate with the same high standards, 24/7.

However, maintaining this guest experience at such a massive scale presents a unique challenge: how do you ensure 30,000 people are aligned when the operation never stops?

At NRF 2026, Pilot leaders explored this question during a Big Ideas session, sharing how they are modernizing frontline execution with YOOBIC to bring clarity, consistency, and accountability to a 24/7 operation.

What challenges did Pilot face before modernizing frontline execution?

Manual, paper-based routines created visibility gaps that disconnected leadership from the reality of store performance.

Before adopting digital workflows, Pilot Company faced the significant challenge of managing consistency across 900+ locations using outdated tools. As Jorge Valdes, SVP of Operations at Pilot, noted, the organization previously had "zero visibility of what was going on locally". This reliance on manual processes led to several critical operational hurdles:

• Paper slowed execution and visibility: Store walks were completed on clipboards and critical tasks lived on printed checklists, making execution time-consuming and reviews delayed. At Pilot’s scale, this meant leaders only gained visibility during physical store visits, often after issues had already impacted the guest experience.
• Disconnected Leadership: Managers were often "locked away" in front of computers in the back office, out of sync with the pace of the floor and the needs of their 1.2 million daily guests.
• Lack of Validation: Without real-time data, it was impossible to reliably validate whether brand standards were being met, making accountability difficult and operational improvement slow.

The problem was not a lack of commitment from the teams; it was a system that made consistency nearly impossible to sustain at scale. By modernizing these frontline routines, Pilot moved away from these friction-filled processes toward a model of "validation" where execution is proven, not just promised.

How did Pilot modernize frontline execution across 900+ locations?

Pilot Company partnered with YOOBIC to replace manual paper trails with connected, mobile workflows, prioritizing a "people-first" strategy over a purely technical deployment.

Pilot followed a strategic learning path with their leaders to close the visibility gap and ensure the transformation was sustainable. Key pillars of this rollout included:

• A unified shared vision: Rather than focusing on technical capabilities first, Pilot prioritized the team member experience to ensure the tool solved real problems for the frontline.
• Leadership-first adoption: Pilot spent nine months working specifically with leaders to test and refine execution standards before scaling to the broader workforce.
• Branded integration: The platform was white-labeled as "Pilot Task," creating a familiar, branded experience that felt like a natural extension of Pilot’s operations rather than an external third-party tool.
• Consolidating "tool sprawl": Pilot moved away from a fragmented landscape of disconnected systems for stock, sales, and promo calendars. By bringing these into a single "source of truth," they eliminated the confusion and time-waste caused by having information in various different places.
• Actionable data on the floor: Inventory and sales data are turned into clear, actionable guidance for store managers.

What changed once Pilot moved to digital workflows?

The impact was measurable and transformative:

• Validated execution: Pilot moved from zero visibility to seeing 90% to 95% task completion across locations.
• Real-time oversight: Leaders can now see execution across the network as it happens, ensuring standards are applied consistently across every region.
• Manager mobility: Instead of being tied to the back office, managers now complete tasks on a mobile device while staying present on the floor with teams and guests.

How can frontline technology improve employee retention?

By simplifying complex routines and providing a single "source of truth" through YOOBIC, technology reduces the mental load on staff and makes retail roles more sustainable, attractive, and fulfilling.

Retail turnover remains a critical industry-wide challenge, historically approaching 100% in the convenience and fuel sector. Pilot Company and YOOBIC leaders view technology as a vital tool for attracting and retaining talent:

• Reducing frustration: Clear, mobile workflows remove the friction of "searching for information in 100 places". By consolidating tasks and communications, YOOBIC removes the admin tasks that eat into a team's meaningful work time.
• Fair accountability: Consistency makes expectations transparent for every team member. When leaders have real-time visibility, they can provide better coaching rather than just enforcing rules after the fact.
• Empowerment and "superpowers": Modern tools act as a "virtual expert" or "coach," providing the frontline with the data and direction they need to feel like subject matter experts. This shifts the role from a transactional job to one of growth and professional pride.
• Attracting the next generation: Intuitive, mobile-first tools help modernize the frontline experience, making retail roles feel more supported and future-ready for a new generation entering the workforce.

What does Pilot’s journey show about scaling frontline operations?

Pilot’s journey shows what is possible when consistency, accountability, and frontline experience are treated as business-critical.

When execution is visible and work is designed for the frontline, scale becomes a strength rather than a barrier. Teams spend less time managing complexity and more time delivering great guest experiences. Consistency becomes something organizations can rely on, not constantly chase.

Watch the full NRF 2026 Big Ideas session to hear directly from Pilot leaders about their journey and the lessons they learned along the way.

FAQ:

What is a frontline tech rollout?

A frontline tech rollout is the implementation of digital tools designed specifically for "deskless" workers, such as store associates and field managers. Unlike corporate software, it must be optimized for mobile use and integrated into physical daily routines to be effective.

Why is consistency important in retail operations?

Consistency is the bedrock of the guest experience because it ensures every stop along a journey feels familiar and reliable. Achieving this requires clear standards, repeatable routines, and real-time visibility into how work is actually being executed.

How did Pilot achieve 95% task completion?

By moving from manual paper walks to a digital validation loop with YOOBIC, which provided real-time visibility and pattern recognition for store execution.

How do better tools impact employee retention?

By reducing manual, confusing tasks and providing clear expectations, tools make frontline work more manageable, professional, and attractive to new talent.

What are the key benefits of digital task management?

The primary benefits include increased execution accuracy, significant time savings, and improved consistency in the guest experience. For large-scale retailers, this can drive a direct uplift in sales through better-executed promotions and category management.