About Z Energy
National fuel retailer in New Zealand with:
Z Energy had a $2 million problem on its hands – drive-offs were
impacting its bottom line and put staff and customer safety at risk.
For a company that prides itself on customer service and views staff
safety as a core value, something needed to be done.
The easy answer would have been to simply put the pumps on prepay.
But that didn’t fit with the company’s customer-first philosophy.
“In the environment we operate in, it’s a significant competitive
advantage for us to have open pumps, because that’s what
customers actually want. They don’t want to have to be waving to
have the pump opened, or having to walk in to prepay,” says Wayne
Kennerly, a Z Energy Retailer responsible for 20 locations. “When
you come to our sites, the pumps are open so customers can fill up
quicker and get about their day.”
Rather than make the issue of drive-offs become the customer’s
problem, Z wanted to find a different way to tackle the problem.
Z needed a different and innovative approach, and selected Auror
for a limited trial to see if it could help reduce drive-offs while
also allowing for Z staff to retain a focus on the customer. General
Manager of Retail for Z Energy, Mark Forsyth, says Auror represented
the innovative type of solution Z needed.
“Particularly with Auror what we were looking for was something
very untraditional compared to what you’d usually get,” says Mark.
Previously Z had been recording and reporting its drive-offs using
a paper-based system supported by spreadsheets, often getting
information about incidents to police only weeks or months after
they occurred, limiting the opportunity to affect arrests or any
recovery from the drive-offs. Wayne recalled how time- and labourintensive
the process could be:
“In the past if we had a drive-off, a staff member would have to fill
out a form and write down details. Our site leader would then have
to review CCTV, and you can imagine how much time it would take
having to track it down, watch the footage, and then capture it.
“It would then get sent to the head office, it would get reviewed, we’d
then file a police report, et cetera. It was massively time consuming.”
But Auror helped change all that, using its platform to radically
streamline the incident reporting process so that what previously
took hours to report now takes minutes. Auror also integrates with
Automatic Number Plate Recognition (ANPR) systems, so if a driveoff
occurs Auror can automatically log the licence plate associated
with that vehicle. Auror will then alert staff if the same plate enters a
Z station again so the pump can be switched to prepay for that vehicle
only—eliminating the opportunity to drive away without payment.
“These days that staff member on the counter can report a driveoff,
that information is instantaneously communicated across
our cluster so that the number of repeat subjects has dropped
dramatically and the information is real-time. There’s not weeks or
months in the delay,” Wayne continues.
With a faster and easier reporting process, Auror also helps share
intelligence across Z about drive-off incidents so the company has
insights about subjects and vehicles across the company.
Christine Woods, an Office Manager for Z Energy, sees firsthand the
data Auror provides and how it’s made a difference in the visibility
and reporting of drive-offs to Police.
“We get access to really good information straight away. We can
utilise that to let other sites know what’s going on around our areas,
and we can use it as a preventative tool and a way to see things
developing and resolve issues before they become problems.”
Vikas Dutta is on the front lines as a Site Leader, managing the
pumps at Z Energy at Lakewood Court. He says Auror makes a big
difference in his day-to-day work and ability to serve customers.
“We use Auror daily for our drive-off reporting. It’s really helpful for
us to communicate with police for reporting the drive-offs and make
reports for that. It’s way easier than the way we used to do it before,
and it’s much faster too,” says Vikas.
“We think Auror is a great win-win. It lets us
keep the criminals off our sites, and take our
customer service to another level.”
In the trial across South Auckland, Auror reduced drive-offs for Z by
up to 70%, representing a significant improvement for the company,
or in the words of Mark Forsyth, “that sort of savings is real money.”
“So far the staff that have been involved in the Auror trial have
loved it,” Mark continues. “It makes their job easier—which is always
great, because that gives them time to get onto doing the stuff that
matters most — talking to customers and doing their job.”
Wayne sees it the same way at his Z sites: “There are a lot of benefits
to the Auror platform. Not only does it save money, but it allows my
staff to focus on providing great customer service, and I get to keep
The information shared through Auror also helps Z have a more
collaborative relationship with local Police by sharing incident
notifications and intelligence to help Police catch the criminals
responsible for drive-offs. Christine says:
“Auror has helped us progress our relationship with the local police.
We already had quite a good one, but this gives us a better way of
sharing information with them and vice versa.”
Auror is being rolled out nationwide to Z service stations, and
continues to help Z Energy manage a safer, customer-oriented
“We think Auror is a great win-win,” says Mark Forsyth. “It lets us
keep the criminals off our sites, and lets take our customer service
to another level.”
Learn how Auror can help prevent crime and drive-offs at your
location. Contact us today at firstname.lastname@example.org and we’ll be in touch.