The fuel and convenience retail sector is experiencing a profound transformation, driven by the rapid adoption of contactless technologies. As consumer expectations for speed, safety, and convenience continue to rise, fuel retailers and convenience chains are reimagining the customer journey—both at the pump and inside the store. The integration of digital and physical touchpoints is not just a response to changing habits, but a strategic imperative for those seeking to expand market share and build lasting loyalty.
Contactless solutions have become the new standard for customer interactions in fuel and convenience retail. From mobile ordering and payment at the pump to seamless in-store pickup and returns, these technologies are redefining what it means to deliver a frictionless experience for customers on the go.
The traditional fuel experience—waiting in line, handling cash or cards, and navigating crowded forecourts—has given way to a streamlined, digital-first approach. Mobile apps now enable customers to locate nearby stations, reserve a pump, and pay for fuel without ever leaving their vehicle. This not only enhances safety and hygiene but also reduces wait times and increases throughput during peak hours. For retailers, these digital touchpoints provide valuable data on customer preferences, enabling more personalized offers and loyalty rewards.
The convenience store is evolving into a hub for digital collection and returns. Customers can order snacks, beverages, or essentials via mobile chat or messenger apps, book a collection slot, and notify staff upon arrival. An integrated employee app ensures that in-store workers are immediately alerted, allowing them to prepare orders and manage real-time changes efficiently. This approach minimizes time spent in-store, supports social distancing, and delivers a level of control and transparency that today’s consumers expect.
Key features of these solutions include:
The result is a collection and return process that is not only safer but also significantly more efficient. In fact, customer preference for these experiences is overwhelming, with a vast majority indicating they would choose contactless collection over traditional walk-in methods.
The true power of contactless technology lies in its ability to unify digital and physical experiences. By connecting mobile apps, in-store systems, and employee workflows, retailers can offer a seamless journey that adapts to customer needs in real time. For example, if a customer’s plans change, they can easily reschedule a pickup or return slot, and staff are instantly updated. This level of agility is essential in a sector where speed and convenience are paramount.
Moreover, these solutions are designed for rapid implementation and scalability. Retailers can roll out contactless collection across dozens of locations in a matter of weeks, with the flexibility to expand to hundreds of stores as demand grows. Integration with existing purchase journeys is straightforward, ensuring minimal disruption and maximum impact.
The adoption of contactless collection and payment technologies delivers tangible benefits:
As digital transformation accelerates, the boundaries between online and offline retail will continue to blur. Fuel and convenience retailers who embrace contactless technologies are not only meeting current consumer demands but also positioning themselves for future growth. By delivering a frictionless, integrated experience at every touchpoint—from the pump to the store and beyond—they can differentiate their brand, build loyalty, and capture new market opportunities.
At Publicis Sapient, we partner with fuel and convenience retailers to design and implement contactless solutions that drive business results. Our expertise in digital transformation ensures that every step of the customer journey is optimized for speed, safety, and satisfaction—empowering retailers to thrive in a rapidly evolving landscape.
Ready to transform your customer experience? Let’s connect and explore how contactless collection can redefine your business.