Gas King Oil Co. LTD is a multi-site retail, car wash and fuel provider based primarily in Southern Alberta, Canada. Founded in 1985, the company is dedicated to providing excellent service and products at competitive prices while also catering to the needs of the local community.
Communicating consistently even in extreme environments
Key takeaways
Requirements
- Reliable in‑store and cross-site communication
- Instant operational answers for complex procedures (lottery, tobacco, propane services)
- Real-time customer assistance alerts from fuel pumps and car wash bays
- Integration with store telephony to take calls anywhere on the sales floor
- Discreet support to improve staff safety and confidence
Solution
- Lightweight, wireless DECT headsets for all store associates
- AI assistant trained on Gas King's complete operations manual
- Smart call points (QR codes) at pumps and car wash bays
- Telephony integration directly to the headsets
- Analytics and Revenue Intelligence for management training insights
Results
- 100% adoption rate across store staff
- Instant employee assistance and improved feeling of safety across shifts
- Data-driven operational improvement through analytics
- Rollout to all locations following a successful pilot
Challenges
Gas King, a multi-site retail and fuel provider in Lethbridge, Alberta, was struggling with a legacy communication system that could not keep up with the demands of a high-service environment. Using traditional two-way radios with wired earpieces, the team faced two primary obstacles.
- Low adoption: Staff found the wired radios bulky and uncomfortable, and because the devices offered little daily value beyond basic background chatter, team members used them inconsistently.
- Training gaps: Operational consistency was a moving target. New hires struggled to remember complex procedures for lottery sales and propane services and managers spent significant time answering repetitive questions.
A pilot that expanded to AI strategy
Gas King partnered with x‑hoppers to deploy an AI‑powered headset solution designed for retail excellence. The rollout focused on turning the headset from a simple communication device into an intelligent assistant.
- AI assistant: Gas King’s operations manual was uploaded into the x‑hoppers AI assistant. Staff could ask their headsets questions like "What is our return policy for tobacco?" or "How do I process a propane refill?" and receive an instant, accurate answer.
- Smart call points: QR codes were placed at fuel pumps and car wash bays. When a customer scans the code, an instant alert is broadcast to all staff headsets: "Customer needs assistance at pump 4."
- Telephony integration: Headsets were integrated directly with the store's phone system, allowing staff to answer incoming customer calls from anywhere on the sales floor without dropping tasks or walking over to a fixed landline.
5.0
5.0
We’re now catching those nuanced questions that used to fall through the cracks. The data from the AI summaries doesn’t just help the staff, it helps our team be better by showing us exactly where we need to improve our SOPs.
Scott Sibbet
VP Retail Operations at Gas King Oil Co Ltd
Results
The shift from “dumb” radios to “smart” headsets transformed Gas King’s operations.
- Univseral adoption: Scott Sibbet, Operations Lead at Gas King, reported a substantial increase in headset usage. The lightweight, wireless design and powerful software eliminated the issues that plagued the old system.
- Managerial freedom: Using the Revenue Intelligence dashboard, Scott can see exactly what questions staff are asking the AI assistant. "It allows us to spot blind spots in our training. If the AI assistant is frequently asked about a specific policy, we update the handbook and the AI simultaneously.”
- Reduced customer wait time: Customers can request immediate help right where they were instead of chasing down staff, allowing associates to respond instantly and secure sales that may otherwise would have been lost.
- Improved employee safety: The headsets serve as both a physical, visual deterrent to potential shoplifters and an always-on support system that lets associates call for backup without escalating situations that feel unsafe. As Scott shared, “If someone is stocking the back room or if there’s a situation at the pumps, my team can call for help discreetly and instantly.”
- Rapid expansion: Following a successful pilot at the Lakeview location, Gas King rolled out the solution across all of its locations, with the final site scheduled for early 2027. Improved customer service and staff accountability were the primary drivers.
Strategic outcome
Gas King has successfully bridged the gap between physical retail and digital intelligence, ensuring that whether it’s a return or a busy summer rush, every staff member has the knowledge and support they need right in their ear.
5.0
5.0
The security aspect was a major driver for us. Having the headsets isn’t just about answering questions; it’s about making sure our team feels safe. If someone is stocking the back room or if there’s a situation at the pumps, my team can call for help discreetly and instantly. That peace of mind is invaluable.
Scott Sibbet
VP Retail Operations at Gas King Oil Co Ltd
