Case Study: EG On The Move

“Having all the information in one place gives us much better visibility of outstanding work orders and helps us quickly identify where action is needed“

Usama Ahmed
Head of Maintenance & Operations

Background

Founded in 2023, EG On The Move (EG OTM) is a leading operator of petrol stations, convenience stores, and fast-food concessions in roadside locations across the United Kingdom. This fast-growing brand — which maintains over 270 petrol forecourt stations, 200+ food service concessions, 62 fast-charging EV locations, and 356 EV charging ports — is committed to keeping motorists moving by offering convenient, high-quality services, while championing sustainability and operational excellence.

Challenge

With a team of just four facilities managers, EG OTM was having trouble efficiently managing open and in-progress work orders, especially those that had remained open for seven days or longer.

Their existing process relied heavily on manually pulling reports, organizing data, and sending weekly emails to service providers to encourage timely resolution. “As the business continued to grow, keeping on top of open work orders across our estate became increasingly difficult,” says Head of Maintenance & Operations at EG On The Move, Usama Ahmed. The multi-step, manual approach was time-intensive and introduced opportunities for human error, leading to operational inefficiencies and occasional delays in provider communication. Ahmed explains further, “We were spending a significant amount of time manually pulling reports, tracking outstanding jobs and chasing updates from contractors. While the process worked, it was time-consuming and took valuable time away from supporting our sites and focusing on resolving issues.”

“The report has made a real difference to the way we manage maintenance across the business.”

Usama Ahmed
Head of Maintenance & Operations

Solution

To simplify and improve this process, ServiceChannel worked with EG OTM’s facilities team to build a custom analytics report. The tailored report highlighted all open and in-progress work orders that had been outstanding for seven days or more, delivering a clear, centralized view of items requiring attention.

By automating data collection and organization, the report removed the need for manual tracking and significantly reduced time spent preparing updates. It also enabled the team to quickly identify which work orders needed provider follow-up, making day-to-day management more efficient. 

Results

Since launching in April 2025, the custom report has saved EG OTM 144 hours of time in managing open work orders in its first year. “The report has made a real difference to the way we manage maintenance across the business,” says Ahmed.

With improved visibility into outstanding tasks, the team can more effectively prioritize work and engage providers to drive timely resolutions. In just four months, the average resolution time for work orders improved from 20 days to 17 days, representing a 15% reduction in work order resolution time. This has enhanced overall operational efficiency and allowed EG OTM to allocate time and resources more strategically.

Additionally, the facilities team can now schedule automated report distribution directly to providers, ensuring consistent follow-up and greater accountability. Ahmed says that with the elimination of manual report generation, EG OTM “has reduced the amount of time spent on manual administration, improved accountability with our service providers, and allowed the team to focus more on driving resolutions and supporting our sites.”