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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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