Mirabito Holdings Inc. Energized by Increased Connectivity with Barcoding, Inc. and Cradlepoint

Barcoding, Inc. develops secondary level of connectivity for Mirabito Holdings, Inc. to reduce potential lost revenue and increase customer service

Background

Headquartered in Binghamton, New York, Mirabito Holdings, Inc. (Mirabito) is a full-service energy provider servicing families and businesses throughout upstate New York, Western Massachusetts, Pennsylvania and Connecticut. Mirabito operates 101 retail convenience stores and offers a variety of products, including heating oil, propane, natural gas, coal, gasoline, diesel fuels, and kerosene.

Challenges

Previously, Mirabito utilized broadband internet as its only data source in its retail convenience stores. However, periodically the stores would experience network outages. During these outages, many of Mirabito’s technology systems in the stores would not connect or work properly, including the credit card network,  leaving the employees unable to service customers, resulting in decreased customer satisfaction and lost revenue.

“We required a solution that would enhance our in-store connectivity so that we could remain operational if the internet disconnected,” Eric M. Bunts, chief information officer (CIO), Mirabito Holdings, Inc., explained.

Solution

Mirabito began working with Verizon Wireless to set up a new supporting cellular network system. Verizon Wireless introduced Mirabito to Barcoding, Inc., the leader in supply chain efficiency, accuracy, and connectivity, to help set up in-store and mobile connectivity, enabling the stores to have uninterrupted access to Mirabito’s entire supply chain.

Barcoding equipped Mirabito’s stores with Cradlepoint AER1600 Series Routers and implemented Cradlepoint’s NetCould Enterprise Cloud Manager to manage each of the devices remotely. Barcoding, Inc. also performed the device staging services, providing the SIM insertion and creating the consolidated IMEI / SIM / MAC / SN Log for immediate activation with Verizon Wireless.

Bunts said, “Chris Kenney (Barcoding account executive) and the Barcoding team assessed all of our needs and designed a customized solution to exceed them. Their willingness to not only supply the product, but also look at our entire process and what we wanted to accomplish really stood out compared to the other direct vendors we initially considered.”

Results

With the new cellular network backup in place, Mirabito now has a second level of internet connectivity. Additionally, the system provides Mirabito with around-the-clock metrics and reports.

As a result of increased connectivity, Mirabito is able to better serve its customers and provide a more customer-centric and positive customer experience.“Previously we would average three to four sites being down for a total of four hours per week. With the new system, we may have one store down every other week for five minutes. This is a huge reduction in lost connectivity,” Bunts explains. “Additionally, the system creates reports that allow us to evaluate and proactively resolve any issues. When dealing with metered data, the metrics are just as important as operations and this solution gives us real-time data.”

“Within our store environment we have loyalty and other customer-centric value-add programs. These programs, along with the credit card network, require internet connectivity to operate correctly so  during an outage the customer experience suffers greatly. In this situation, our employee feels helpless because they cannot adequately service the customer,” Bunts said. “Barcoding’s solution puts the power back in the employees’ hands by taking away the challenge of operating without internet, which allows them to better serve the customer. All of which results in a better customer experience and consequently, higher profits for our stores.”

Bunts concluded, “With the help of Chris Kenney and his team at Barcoding, it has been one of Mirabito’s easier and more streamlined implementations. They were very thorough and took care of all of the vendor relations and interactions. Barcoding’s team always makes sure they dot their I’s and cross their T’s which is exactly why we’ve selected them to develop an in-vehicle mobile connectivity solution for our fuel delivery fleet that is currently in the rollout phase.”


Case Study with Mirabito At a Glance (ft. Cradlepoint and Barcoding, Inc.)

Background

  • Founded in 1927 and headquartered in Binghamton, NY, Mirabito is a full-service energy provider.
  • Operates 101 convenience stores and offers a variety of products, including heating oil, propane, natural gas, coal, gasoline, diesel fuels, and kerosene.

Challenges

  • Constant outages of the broadband network.
  • Essential store operations down during outages.
  • Thousands of dollars in lost revenue and poor customer service

Solution

  • Cradlepoint AER1600 Series Routers and NetCould Enterprise Cloud Manager to manage each of the devices remotely.
  • Barcoding performed device staging services and worked directly with vendors.

Results

  • Redundant connectivity with a new cellular network backup.
  • Reduction in lost connectivity.
  • Improved customer service resulting in higher store profits.