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BUSINESS THROUGH INNOVATION TECHNOLOGY’S VIRUS-FIGHTING ROLE AT CALTEX Caltex has embraced technology to help perform key business tasks as safely as possible during the pandemic, according to General Manager Retail Operations Kate Thomson. “Virtual site visits (for rural or interstate sites) have been executed through Skype or FaceTime,” she said. “This enabled me to ‘walk through’ one of our new sites in Morningside, Queensland, and through another site in Forbes, NSW, from the comfort of my home in Sydney.” Another piece of technology that has helped Caltex to continue serving its local communities is that of the Uber Eats platform. “This has given customers the ability to get their essential items and their favourite snacks, such as pies and hot coffee, from the safety of their homes or offices,” Ms Thomson said. “The Caltex Australia app has also been integral in enabling Australians to refuel and complete contactless payments through the app, without needing to enter the shop.” In addition, Ms Thomson points out that the retailer was quick to set up a ‘retail emergency management team’ focused on ensuring customers and employees have a safe environment to shop and work in. “Caltex has implemented various COVID-19 safety measures and can proudly report that, to date, we haven’t had a positive case in our retail network,” she said. Some examples of these safety measures include increased cleaning and sanitising routines, increased availability of COVID-19 related consumables such as paper towels on the forecourt and hand sanitiser in the shop, posters in bathrooms at its sites advising customers of correct handwashing techniques, social distancing floor markings, and sneeze guards. “We’ve also been running simulations to test response measures,” Ms Thomson said, “to ensure we’re ready to respond promptly and efficiently if a positive case was to occur within our retail network.” Ms Thomson says Caltex will continue to listen to its customers and support them on the journey to recovery, providing “quality fuels”, a range of “delicious” food and beverages, and “what customers need when they need it”. 7-ELEVEN MAKES RAPID CHANGES 7-Eleven CEO and Managing Director Angus McKay says that while this is undoubtedly a challenging time in retail, “the foundations of our business remain strong, and our unique model means that we share the tough times with our franchisees, not just the good times”. He says the company has made rapid changes to its processes and range to not only protect customers, but also protect the more than 450 franchisees, their families, and about 8,800 people in 7-Eleven workplaces across the country. “We’ve had to be nimble to adapt to ongoing changes required for hygiene standards, and also to adapt the business to maximise sales in a time of reduced customer traffic,” he said. “Our focus has been on providing a safe customer environment and supporting our stores to trade safely in an incredibly challenging situation for everyone. “We’ve funded a fast rollout of Perspex screens, sanitiser units and in-store signage promoting social distancing requirements for our customers.” 7-Eleven’s model, which is said to be based on a profit share arrangement, sees the retailer cover a “significant number” of large fixed costs, including rent, utilities, maintenance, equipment and technology as well as business administration and support. “If a store is going through hardship, we provide franchisees with a minimum income guarantee,” Mr McKay said. “This includes support for the costs they usually cover from their share of the profit, which is the wage costs, including payments to themselves and their family members for any hours worked.” In late March, 7-Eleven announced the COVID special leave initiative, which provides up to two weeks’ leave for casual employees where they have tested positive or need to care for someone who has contracted the virus. “This is not only the right thing to do,” Mr McKay said, “it’s also an important and responsible response to the Australian government’s advice.” 7-Eleven has also launched home delivery in Melbourne and the first phase of the retailer’s new supply chain ‘ecosystem’. JUL/AUG, 2020 CONVENIENCE WORLD 21