RaceTrac, a major U.S. convenience store operator, shifted its IT focus from cost-cutting to value creation to enhance the customer experience during the average 2.5-minute store visit. With over 750 locations, inconsistent hardware, software, and lack of network resiliency led to service failures, impacting sales and customer satisfaction. As Executive Director of Store Systems and Technologies, the author spearheaded efforts to assess and address critical failure points, laying the groundwork for future innovations. Ensuring high availability and a seamless experience became essential to sustaining RaceTrac’s operational excellence.

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