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SIX BILLIONSLURPEESAND COUNTING7-Eleven lowers management costs b 81% and decreases

help desk incidents b 67% with remote service

management tool rom Dell

CUSTOmER PROFILE

COUNTRY: United States

INDUSTRY: Retail and Wholesale

FOUNDED: 1927

NUmBE R OF EmPLOYEES: 27,000

WEB ADDRESS:

www.7-eleven.com

CHALLENGE

7-Eleven decided to purchase

laptops or 2,800 emploees

to increase productivit while

solving its remote service

management problem in getting

patches, upgrades and anti-virus

sotware to remote emploees

without orcing them to assist

manuall.

SOLUTION

The compan chose a total

solution rom Dell consisting

o Dell Latitude laptops with

Intel Core 2 Duo processors to

replace 2,800 existing desktops

and laptops, and Dell DistributedDevice Management Services

to centrall manage the laptops

without requiring the assistance

o remote emploees.

BENEFITS

GET IT FASTER

30-dayrolloutofsolution

b Dell Distributed Device

Management Services

RUN IT BETTER

81%decreaseinmanagement

costs

67%reductioninhelpdeskincidents

30%increaseinproductivity

Increasedcompliancewith

business policies governing

sotware installation

SOLUTIONS

DESKTOP/LAPTOP REFRESH

MOBILITY

SERVICES
http://www.7-eleven.com/http://www.dell.com/http://www.7-eleven.com/http://www.7-eleven.com/http://www.dell.com/


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A vital link in the 7-Eleven marketing

structure are 800 eld consultants,

each overseeing a group o eight to

ten stores with a combined revenue

between $10 and $20 million. The

work closel with individual store

operators to implement corporate

and merchandising strategies andintroduce new products. The 800 eld

consultants are on the move constantl.

When the and 2,000 emploees in

remote oces were due or a desktop/

laptop reresh o their existing Dell

devices, 7-Eleven decided to purchase

laptops or all o them.

OPTING FOR mOBILITY

These das, laptops have as much

power as desktops, sas Brian

Cator, senior director o inormation

technolog, 7-Eleven, Inc. We werecertain we could get a productivit

gain b allowing emploees to take

their laptops with them, not onl in and

around the oce but also going home

at night.

Cators IT group selected Dell Latitude

D630laptopswithIntelCore2Duo

T7500 processors to replace the

laptops and desktops used b remote-

oce and mobile emploees. The Dell

Latitude laptops with Intel Core 2 Duo

processors deliver the perormance

and mobilit our emploees need or

staing productive wherever the are,

sas Cator. The multi-core processors

provide plent o perormance or

multitasking with standard applications

such as Microsot Oce and AdobeAcrobat, and with the proprietar

tools some o our emploees use or

data analsis. The processors built-in

energ-ecienc eatures also mean

that our eld workers can keep working

unplugged or longer than ever beore.

A longtime Dell customer, 7-Eleven

customizedtheLatitudeD630with

both AT&T Built-in Mobile Broadband

(HSDPA) cards and wireless modems

to enable eld consultants and their

colleagues to work and be productiveregardless o where the are. This

decision raised other questions,

however. We could equip our

emploees to be mobile, but how could

we manage those devices now that

there all mobile? sas Cator.

81% DECREASE IN

mANAGEmENT COSTS

The compan had been using a third-

part device manager to push patches,

THE DELL LATITUDE LAPTOPS WITHINTEL CORE 2 DUO PROCESSORSDELIVER THE PERFORmANCEAND mOBILITY OUR EmPLOYEESnEED FOR STAYIng PRODuCTIVE

wHEREVER THEY ARE.

7-Eleven, Inc. started out as an ice house in Dallas, Texas, in 1927

and has grown and evolved into the worlds largest operator,

ranchisor and licensor o convenience stores. The company

operates, ranchises and licenses more than 7,750 stores in North

America alone. Internationally, 7-Eleven licensees and afliates

operate more than 29,000 convenience stores around the world.

Since 1966, 7-Eleven has sold six billion o the popular Slurpee

drinks, enough or every man, woman and child on the planet.

HOw IT wORKS

HARDWARE

DellLatitudeD630laptops

withIntelCore2DuoT7500

processors

SOFTWAREMicrosoftWindowsXP

MicrosoftOfce

AdobeAcrobat

SERVICES

DellProManageServices Dell Distributed Device

ManagementServices

DellAssetManagement

Dell Sotware Distribution

DellPatchManagement

DellAnti-MalwareandVirus

ManagementManagedHelp-DeskServices

DellProSupportforEndUsers

Brian Cator, senior director of information technology, 7-Eleven, Inc.


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upgrades and anti-virus sotware to

desktops and laptops, but the legactoolset let much to be desired. The

granularit and control or managing

those devices simpl werent there,

sas Cator. The tool required end

users to intervene in the process and

manuall accept updates using a

wizard tool. For the most part, our

emploees are not technologists, sas

Cator. We couldnt alwas get that

kind o cooperation rom them, and

more oten than not we would end up

with a help-desk incident or have the

device shipped to us b air reight,driving up costs.

Operating the third-part option

required a sta o 16 technicians, plus

a help desk o remote contractors.

Because o usabilit problems with the

desktop/laptop management tool, the

help desk received upwards o 8,000

calls per month.

Strapped or bandwidth, technicians

had to plan months in advance to send

a patch. And then we had a huge

nested structure o servers, sas

Cator. To conserve bandwidth, we

would push whatever paload we were

sending out to a set o intermediar

servers which then would urther push

it out to the clients. The time lags, the

complications o that inrastructure

and the cost were less than optimal.

To aggravate matters, users would

oten install unauthorized sotware on

their devicessometimes disabling

the drivers o their legitimate sotware,

leaving them unable to produce arequired report, leading to additional

help-desk calls.

The problems were solved with Dell

Distributed Device Management

Services Version 7.5, part o Dell

ProManage Services. A Sotware-as-

a-Service (SaaS) solution or remote

service management, Dell Distributed

Device Management Services allows

companies to track dispersed assets,

distribute sotware and manage

patchesno matter where clientmachines are located. Dell Distributed

Device Management Services manages

the application osite, along with the

inrastructure running the application.

Immediatel, 7-Elevens sta o 16

technicians was reduced to three, an 81

percent drop in management costs.

ENHANCED COmPLIANCE,

FEWER CONFLICTS

Not onl does the Dell Distributed

Device Management Services solution

decrease support and management

costs, but it has also resulted in better

compliance rom the eld, and ewer

application conficts and issues. Since

the machines are now locked down,

users cannot install their own sotware.

Consider reeware, or instance, sas

Cator. People put reeware thats

licensed or personal use on corporate

assets not knowing that it makes the

compan liable in certain cases. So we

eradicated that problem entirel and

got more control.

67% DROP In HELP-DESK

INCIDENTS

Users no longer had to cope with

processing the sotware and patches

sent rom corporate headquarters

because the solution silentl installs

the sotware on the laptop without an

need or user intervention.

7-Eleven also opted or a Dell

ProManage managed help-desk

solution, but the help desk has little todo because incidents have decreased

dramaticall. Weve had a 67 percent

drop in incidents because o the

newDellLatitudeD630laptops,the

silent installation technolog o Dell

Distributed Device Management

Services and our control over what

users can put on their computers, sas

Cator. Service is better as well. Man

o our calls are now single-shot calls,

which means the can be resolved on

the spot.

30% InCREASE In PRODuCTIVITY

Now the compan knows that when

it has to deplo a patch, it can do so

within 24 to 48 hours. All our laptop

sotware is patched as needed,

sas Cator. This is true not onl or

Microsot patches, which are ver

requent, but also anti-virus patches,

which improve our overall securit.

And with up-to-date sotware, ewer

incidents and better compliance,

WITH UP-TO-DATE SOFTWARE,FEWER INCIDENTS ANDBETTER COmPLIANCE, OUR

USER BASE IS 30 PERCENTMORE PRODuCTIVE wITHDELL DISTRIBuTED DEVICEMAnAgEMEnT SERVICES.Brian Cator, senior director of information technology, 7-Eleven, Inc.


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