How Offen Petroleum runs IT operations 5x faster with IT Glue

Case Study Highlights

• After implementing IT Glue, Offen Petroleum’s IT team completes tasks up to 4–5x faster, eliminating time spent searching for documentation, passwords and system information.
• A five-person IT team supports Offen’s nationwide operations, delivering IT services across retail fuel stations, fleets, government and industrial customers.
• Standardized documentation enables Offen to onboard newly acquired locations faster, helping the IT team integrate systems quickly and consistently.
• Integrations with Autotask PSA and Datto RMM connect tickets, alerts and documentation, giving technicians full context without switching tools.
• Centralized documentation supports compliance across 40+ states, helping Offen reduce audit risk and quickly produce accurate records when needed.

Fueling operations that can’t afford downtime

Offen Petroleum has spent decades doing one thing exceptionally well: delivering fuel to the right place, at the right time, every time. What began as Reedy Coal and Fuel Company in the late 1930s has grown into one of the largest fuel distributors in the country, serving retail gasoline outlets, fleets, government entities and industrial customers nationwide.

That growth brought new complexity. Beyond fuel delivery, Offen supports gas station operators with the technology and compliance needed to run securely. For the IT team, this meant managing an expanding mix of systems, locations, users and regulatory demands alongside ongoing acquisitions and growth.

For Josh Atkinson, the IT leader responsible for that environment, one thing was clear early on: operational reliability depends on documentation you can trust.

With a lean five-person IT team supporting a distributed, compliance-driven business, Offen couldn’t afford inefficiencies or institutional knowledge trapped in individual inboxes or spreadsheets. Critical information — from user access and licensing to domains, passwords and vendor subscriptions — needed to be accurate, centralized and accessible.

As Offen expanded and acquired new sites, the challenge became even more pronounced. Each acquisition introduced new systems, configurations and stakeholders. Without a consistent documentation framework, onboarding those environments would slow down support and increase risk.

Creating a single source of truth with IT Glue

Offen adopted IT Glue as the foundation for organizing and operationalizing IT knowledge across the business. Rather than treating documentation as static notes, the team uses IT Glue as a living system of record that reflects their real environment.

Before IT Glue, documentation lived primarily in Microsoft Teams files and scattered documents. As the organization grew, that approach quickly became difficult to maintain and even harder to search.

Today, IT Glue provides a secure, centralized repository for documentation, playbooks, configurations and credentials — transforming how the team manages and shares knowledge.

IT Glue now supports Offen’s IT team by centralizing:

• Customer and internal “client” records, including departmental access via MyGlue
• User contact information, Microsoft licensing and domain data synced and maintained in one place
• Passwords and service accounts secured with MFA
• Store- and site-level documentation critical for supporting distributed locations
• Live links and structured data used to create one-pagers and quick-reference resources

Relationships between assets are a key part of the value. By connecting users, systems, credentials and subscriptions together, technicians can quickly understand context instead of piecing information together across multiple tools.

Avoiding the chaos of scattered documentation

For Offen, the biggest impact of IT Glue has been eliminating the inefficiencies that come from fragmented documentation.

As the IT team expanded and the company continued acquiring new businesses, the platform helped transform documentation from sprawling single-page notes into structured, maintainable knowledge.

Compared to environments Offen has acquired that lacked consistent documentation, the difference has been dramatic.

By centralizing documentation early in the company’s growth, the team avoided the operational bottlenecks that often slow down scaling organizations.

Documentation that supports growth, not just day-to-day support

One of the most meaningful impacts of IT Glue for Offen has been during acquisitions. As new locations and systems come online, documentation becomes the bridge between discovery and operational readiness.

Instead of starting from scratch, the IT team can document new environments quickly and consistently, connect assets to existing workflows and make information available to the right teams without friction.

That consistency helps Offen:

• Reduce onboarding time for newly acquired locations
• Maintain operational continuity during transitions
• Lower the risk of critical information being missed

Supporting compliance across a complex, multi-state operation

Offen operates across more than 40 states, with direct fuel delivery in over 20 — creating a significant compliance footprint. From multi-state excise tax reporting and environmental regulations to PCI DSS requirements, vendor licensing and contract management, the IT team must manage a wide range of compliance obligations across a highly distributed environment.

IT Glue plays a critical role by serving as the centralized system of record for the information compliance depends on. Service account credentials are secured with MFA, software licensing is tied to specific users and systems, and vendor documentation and site-level configurations are maintained in a structured, accessible format.

As Offen continues to grow through acquisitions, that documentation baseline extends to new environments quickly — reducing the risk of compliance gaps during transitions.

When audits occur or documentation is requested, the IT team can quickly produce accurate, up-to-date records without manually searching across disconnected systems.

Stronger outcomes through integrated workflows

IT Glue serves as Offen’s documentation system and is tightly integrated with Autotask PSA, Datto RMM, EDR and other tools in their environment. Technicians no longer have to jump between systems to find answers — documentation, alerts and tickets stay connected.

That integration matters in a high-volume, multisite environment. With Autotask managing tickets, workflows, time tracking, projects and change management, and IT Glue providing structured context, technicians can stay focused instead of getting lost across screens and tools.

As a result:

• Tickets move faster
• Ownership is clearer
• The team gains better visibility into daily operations and long-term planning