these systems into one, and they are actively collaborating with Verifone for a potential solution. Sultan’s company aims to get customers “served and off the lot as quickly as possible,” he said, noting that the most heartbreaking scenario is seeing the last few cars in a long drive-thru line abandon the queue. To address this, Favtrip is in the early stages of testing AI to track service speed and identify when customers leave prematurely (defined as exiting within a minute) by using license plate recognition to quantify lost sales. Hampton recom- mended exploring other computer vision tools like queue length tracking and car type identification for further AI optimization. Sultan welcomed the suggestion and shared that they’re already experimenting with some of those tools, including identifying regulars to occasionally “delight” them with surprise gestures, such as a free coffee. Lonnie McQuirter , director of operations at 36 Lyn Refuel Station, asked about KPIs and usage volume. Sultan shared that currently about 70% of customers use the drive-thru and 30% come inside, a reversal of pre-COVID behavior. Paul Robertson , manager, partnerships and key initiatives at Verifone, inquired whether their two drive-thru locations show different patterns. Sultan confirmed they do, citing differences in product
“ With AI, you’ve got to really ground yourself to not do everything… conquer one thing at a time. Babir Sultan , President, Favtrip
preferences and customer behavior. For example, one location stocks big dog bones for pit bulls while the other keeps smaller treats for chihuahuas.
Read the full Vision Report and transcript of the April 3, 2025 CxVG meeting which includes Babir Sultan’s initial presentation and the discussion surrounding those topics: Owning the Numbers: Data-Driven Decisions from Strategy to Store
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