Challenges JF Petroleum needed unified visibility across acquired businesses, complex assets, regional service operations, technician engagement, and customer communication.
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  • Learn how ServiceMax supports asset-centric field service management
  • Explore how experience intelligence can strengthen technician engagement and customer experience
  • See how JF Petroleum is building a connected service intelligence layer across operations, manufacturers, and customers

JF Petroleum Group is one of the largest service-centric industrial distributors specializing in the installation, maintenance, and long-term support of petroleum infrastructure across the United States. With more than 1,700 employees and decades of experience serving the fueling and energy industry, the company manages a large installed base and delivers complex field service operations at scale.

As its business evolved, JF Petroleum focused on building a more connected service organization—one that combined operational excellence, accurate asset data, and exceptional customer and technician experiences. By leveraging ServiceMax and VistaXM, the company gained a unified view of its service operations while creating new opportunities to improve performance, engagement, and long-term business value.

The challenge: Complexity, growth, and limited visibility

JF Petroleum Group had grown significantly through acquisitions, creating a complex service environment with multiple systems, processes, and data sources. As the company expanded, leaders struggled to maintain consistent visibility into asset history, service performance, and operational execution across regions and acquired businesses. At the same time, the company was managing an increasingly complex installed base and a higher-value service model.

Beyond operational challenges, JF Petroleum recognized an opportunity to improve both the technician and customer experience. Leadership lacked a systematic way to understand how communication, workforce engagement, and service delivery impacted overall business outcomes. They needed a better way to connect operational performance with the human experience occurring during every service interaction.

The solution: Asset-centric execution with human-centered insight

To create a more connected service operation, JF Petroleum selected ServiceMax as its asset-centric field service management platform. ServiceMax established a single system of record for work orders, dispatch, technician scheduling, asset lifecycle management, and service history, giving the organization greater operational control and visibility across the business.

To complement its operational foundation, JF Petroleum partnered with VistaXM to capture experience data from technicians, customers, dispatchers, and customer care teams. By leveraging ServiceMax service events as survey triggers, the company was able to connect experience feedback directly to operational records, creating a comprehensive view of service performance, workforce engagement, and customer satisfaction.

The impact: From data to competitive advantage

The combined ServiceMax and VistaXM solution enabled JF Petroleum to shift from managing service volume to delivering greater service value. Leadership gained deeper visibility into the factors affecting service quality, technician retention, customer satisfaction, parts planning, dispatch effectiveness, and billing performance. Insights that were previously hidden became measurable and actionable across the organization.

The transformation also produced measurable business results. Technician eNPS increased to +30, technician engagement reached 55%, transactional NPS improved by 53%, and customers reported easier communication with field technicians. By connecting operational data with experience insights, JF Petroleum established a scalable foundation for continuous improvement and future service innovation.

Benefits

  • Technician eNPS increased to +30, providing greater visibility into workforce sentiment.
  • Technician engagement reached 55%, helping identify retention risks earlier.
  • Transactional NPS increased by 53%.
  • Customers reported a 15% improvement in communication with technicians.
  • Project quality issues became visible and actionable.
  • ServiceMax created a single system of record for service operations and asset data.
  • Experience insights revealed factors impacting first-time fix rates, billing efficiency, and service quality.
  • Leadership gained predictive insights into technician retention and operational performance.
  • ServiceMax and VistaXM together provided unified operational and experience intelligence.