Redner’s Warehouse Markets: Efficient, Secure Technical Support for Busy Store Environments
Company Size
1,000+
Region
- America
Country
- United States
Product
- Bomgar
- Dell KACE systems management solution
- Bomgar Button
Tech Stack
- Remote Support Technology
- Systems Management Solution
- Mobile Representative Console
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Functional Applications - Inventory Management Systems
Applicable Industries
- Retail
Applicable Functions
- Logistics & Transportation
- Sales & Marketing
Use Cases
- Inventory Management
- Remote Asset Management
Services
- System Integration
- Training
About The Customer
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.
The Challenge
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.
The Solution
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.
Operational Impact
Quantitative Benefit
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