Redner’s Warehouse Markets: Efficient, Secure Technical Support for Busy Store Environments
公司规模
Large Corporate
地区
- America
国家
- United States
产品
- Bomgar
- Dell KACE systems management solution
- Bomgar Button
技术栈
- Remote Support Technology
- Systems Management Solution
- Mobile Representative Console
实施规模
- Enterprise-wide Deployment
影响指标
- Productivity Improvements
- Customer Satisfaction
技术
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 零售
适用功能
- 物流运输
- 销售与市场营销
用例
- 库存管理
- 远程资产管理
服务
- 系统集成
- 培训
关于客户
Redner’s Warehouse Markets, Inc. is an employee-owned supermarket chain that has been providing quality products since 1970. The company operates 44 warehouse markets and 19 quick shops throughout Pennsylvania, Maryland and Delaware. In addition to groceries, Redner’s operates a pharmacy at some of its warehouse markets as well as gas stations at its quick shops. The company’s IT support team manages approximately 1,300 devices, including 700 point of sale (POS) registers, 400 back office machines handling tasks such as accounting and inventory management, and 200 corporate PCs and laptops.
挑战
Redner’s Warehouse Markets, Inc. is an employee-owned supermarket chain operating 44 warehouse markets and 19 quick shops throughout Pennsylvania, Maryland and Delaware. The company faced a challenge in providing efficient and secure technical support for its busy store environments. The company’s IT support team had to manage approximately 1,300 devices, including 700 point of sale (POS) registers, 400 back office machines handling tasks such as accounting and inventory management, and 200 corporate PCs and laptops. The process of establishing sessions to support these devices was complex and time-consuming. Additionally, as PCI payment security standards evolved, the company realized it needed to enhance security with respect to connecting to its POS registers.
解决方案
Redner’s implemented Bomgar, a remote support technology, to simplify the process of establishing sessions to support the company’s devices. Bomgar is trusted by the company’s applications, eliminating the need to bypass a lot of safeguards that would normally lock an application down and prevent the execution of system-level tasks. Bomgar uses 256-bit Advanced Encryption Standard (AES) SSL to encrypt all communications, enhancing the security of the application data in transit. The company also uses Bomgar’s Canned Script feature to resolve common issues in a matter of seconds. Redner’s IT support team uses Canned Scripts extensively for routine diagnostic and troubleshooting tasks. The company has also benefited from Bomgar’s complete integration with the Dell KACE systems management solution. Technicians can launch a remote support session directly from KACE and session details, such as chat transcripts and notes, are appended to the Dell KACE record when the remote support session ends.
运营影响
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