Sunoco Case Study

How Sunoco unified retail maintenance with AI

Sunoco modernized retail maintenance across thousands of locations with a unified ServiceNow field service model. Evora helped connect store managers, home office dispatchers, third party contractors, vendor workflows, and SAP integration into one governed service experience.

7,400+

gas stations supported by Sunoco’s retail network

40+

states across the operating footprint

One

solution connects store managers, dispatchers, contractors

"Evora’s expertise in field service management and SAP integration was crucial to the success of this project. We’re excited to see Sunoco leverage ServiceNow to fuel efficiency, increase transparency, and reduce operational costs."

Beau Gibbs

Americas – Evora Now

Real case

From fragmented retail maintenance to one connected service model

Limited work order visibility

Service teams needed a clearer view of request status, dispatch progress, and closure across thousands of retail locations.

Inefficient vendor allocation

Work had to be assigned more systematically to the right service partners, with less manual coordination.

Disconnected stakeholder workflows

Store managers, home office dispatchers, and third party contractors were not working from one shared service process.

Limited control over hours and parts

Maintenance leaders needed better transparency into service effort, parts usage, and related cost drivers.

Complex financial follow up

Operational work orders and financial records needed a stronger connection to support accurate invoicing.

Scaling pressure across the network

With more than 7,400 gas stations across 40 plus states, Sunoco needed a model built for consistent execution at scale.

Our point of view

Sunoco scaled retail maintenance by making field execution visible

1

Map reality

Evora clarified how maintenance requests moved from store intake to dispatch, contractor work, and closure.

2

Centralize service coordination

A Customer Service Management portal became the structured entry point for retail maintenance requests.

3

Connect field execution

ServiceNow Field Service Management connected dispatch, contractor work, and status updates.

4

Integrate financial control

SAP integration supported cleaner financial records, invoicing, hours, and parts control.

5

Make performance measurable

Vendor performance, work order completion, and parts usage became easier to track and improve.

The Transformation

From local maintenance routines to
governed execution across regions.

Speak with an expert

Every inquiry reaches the right specialist.

Sales Americas

Sales EMEA

Sales APAC

Request a meeting

Tell us your challenge — right expert within 24h.

GDPR compliant. Data never shared.

Request a meeting

Tell us your challenge — right expert within 24h.

GDPR compliant. Data never shared.

FAQ

Questions enterprise leaders ask before they commit.

What was the main challenge in the Sunoco case?

Sunoco had to manage retail maintenance across more than 7,400 gas stations in 40+ states, with many assets, vendors and work orders in motion. Vendor allocation was inefficient, work order status was hard to track, and hours, parts usage and invoicing lacked systematic control.

Why was this important for Sunoco?

At Sunoco’s scale, small maintenance inefficiencies become operational and financial risk. Fuel tanks, pumps, card readers and retail infrastructure need reliable service execution, clear vendor coordination and accurate cost control to keep the nationwide network running.

What did Evora help connect?

Evora helped connect store managers, home office dispatchers, third-party contractors and back-office processes on ServiceNow. The solution linked Customer Service Management, Field Service Management, Accounts Payable Operations, Strategic Portfolio Management and SAP integration into one service flow.

What changed from the previous state to the target model?

Sunoco moved from fragmented maintenance coordination to a centralized ServiceNow-based service management experience. Cases, work orders, vendor activity, parts usage and invoicing became more visible, more automated and easier to control from request to closure.

Which capability does this case prove?

This case proves Evora Now’s strength in ServiceNow Field Service Management, Customer Service Management and SAP–ServiceNow integration. It shows how workflows, field execution and financial processes can be connected across a large retail maintenance network.

What does “AI-driven field service transformation” mean here?

It means using ServiceNow workflows, automation and real-time visibility to reduce manual coordination, improve collaboration and accelerate service resolution. The goal was not AI as a standalone feature, but a smarter operating model for maintenance work at scale.

How Sunoco unified retail maintenance with AI

7,400+

gas stations supported by Sunoco’s retail network

40+

states across the operating footprint

One

solution connects store managers, dispatchers, contractors

"Evora’s expertise in field service management and SAP integration was crucial to the success of this project. We’re excited to see Sunoco leverage ServiceNow to fuel efficiency, increase transparency, and reduce operational costs."

Beau Gibbs

Americas – Evora Now

From fragmented retail maintenance to one connected service model

Limited work order visibility

Inefficient vendor allocation

Disconnected stakeholder workflows

Limited control over hours and parts

Complex financial follow up

Scaling pressure across the network

Our point of view

Sunoco scaled retail maintenance by making field execution visible

1

Map reality

2

Centralize service coordination

3

Connect field execution

4

Integrate financial control

5

Make performance measurable

From local maintenance routines to governed execution across regions.

Speak with an expert

Every inquiry reaches the right specialist.

Sales Americas

Sales EMEA

Sales APAC

Request a meeting

Tell us your challenge — right expert within 24h.

GDPR compliant. Data never shared.

Request a meeting

Tell us your challenge — right expert within 24h.

GDPR compliant. Data never shared.

FAQ

Questions enterprise leaders ask before they commit.

More Questions?

From local maintenance routines to
governed execution across regions.