CASE STUDY
Transforming payments and customer engagement for a major fuel and FMCG retailer
A leading fuel, FMCG and retail services organisation embarked on a transformative journey to unify its customer experience and payment infrastructure across more than 1,100 sites and 400 associated dealers and wholesale operations. The business approached DMG to assist with their mission of consolidating four major business units into one cohesive, customer-centric ecosystem.
The Challenge
With the rapid growth driven by large-scale acquisitions, the retailer faced several key challenges that needed addressing. This included:
System consolidation – unify four diverse business units under a consistent payments framework
Customer experience – deliver a seamless, branded experience despite backend changes and migrations
Trust and loyalty – build strong engagement and brand trust across newly integrated platforms
Operational change – manage large-scale transformation across systems, people and processes while ensuring real-time visibility and resilience
Key Deliverables
DMG followed a continual integration process to ensure that this project stayed on track and was successfully delivered within the agreed 14-month timeframe. Payments and customer engagement systems were developed alongside new ERP and POS technologies, requiring seamless integration across all workstreams.
The following key deliverables were successfully achieved, driving both operational efficiency and enhanced customer experience:
1. Unified customer and payments experience
Created a single view of the customer across all business units
Enabled acceptance of all payment instruments on one terminal — EMV, closed loop (fuel, gift, loyalty), and digital wallets
Implemented custom terminal workflows to minimise operator friction and simplify change management for 17K+ team members
2. Streamlined omnichannel integration
Delivered a consistent customer journey across in-person terminals, unattended and outdoor payment terminals, web, app, kiosks and digital campaigns
Incorporated EV charging into the ecosystem with tap-to-pay, integrated loyalty and customer-targeted on-screen messaging
3. Enhanced operational visibility and automation
Provided real-time access to operational data to optimise store performance, campaigns, rebates and brand initiatives
Automated settlement, reconciliation, refund management and customer support
Supported faster, data-driven supply-chain management and timely product range decisions based on offer execution
4. Future-proofed platforms
Established a scalable framework to capture and execute future innovations, ideas and differentiators
Managed the overall payments programme with governance and SLAs across project phases, performance and change management
The End-Results
On-time delivery – project delivered on schedule, with internal champions trained as subject matter experts
Customer engagement growth – increased app, loyalty, and unattended channel usage
Revenue uplift – campaign and rebate initiatives boosted revenue per square metre
Smooth rollouts – pilot success paved the way for new formats like EV, kiosks, unattended vending and car/dog washes
Continuous improvement – monthly feature releases and performance enhancements continue post-launch
Industry recognition – the solution has been awarded multiple retail and digital innovation awards
