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Robust Remote Support Keeps Core Point of Sale Systems (POS) in Compliance
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
- Cybersecurity & Privacy - Cloud Security
Applicable Industries
- Oil & Gas
- Retail
Applicable Functions
- Business Operation
- Sales & Marketing
Use Cases
- Remote Asset Management
- Remote Collaboration
- Remote Control
Services
- Software Design & Engineering Services
- System Integration
The Challenge
Murphy Oil USA, Inc., a subsidiary of Murphy Oil Corporation, operates nearly 1,200 retail gasoline stations across 23 states in the United States. The company's national support center provides remote technical support for the computers and point of sale (POS) systems at each of its retail locations. Prior to Bomgar, the company used a number of different remote support tools that it found to be inefficient and cumbersome. The IT team wanted to standardize on a single remote support solution that could troubleshoot all of its retail systems. Additionally, once the Payment Card Industry Data Security Standard (PCI DSS) was formalized, a PCI compliant remote support solution became a requirement.
About The Customer
Murphy Oil Corporation is an international oil and gas company that conducts business through various operating subsidiaries. Murphy USA Marketing Co. (Murphy Oil USA, Inc.) operates nearly 1,200 retail gasoline stations under the Murphy USA® brand across 23 states in the United States. These are high-volume, low-cost retail gasoline stations and convenience stores, primarily in the parking areas of Wal-Mart Supercenters. Murphy Oil USA’s national support center provides remote technical support for the computers and point of sale (POS) systems at each of its retail locations. The national support center operates 24 hours a day, seven days a week. The approximately 75 support representatives field 6,000 to 9,000 calls per week, helping the company’s busy stores operate smoothly. In addition to supporting the computer systems, the national support center handles any issue the local store may have, including electrical, plumbing, and other maintenance problems.
The Solution
Murphy Oil USA, Inc. decided to consolidate on Bomgar, which enabled centralized management and control over the remote support operation. With Bomgar, all the representatives need to do is to log into Bomgar’s Representative Console and choose the appropriate IP address from a displayed list. The company can also control which computer systems a representative can access. Additionally, the company has the ability to review each remote support session, which is recorded and logged within Bomgar, to audit any action that took place for security and PCI compliance purposes. Bomgar’s robust features have enabled Murphy Oil USA’s support team to troubleshoot and resolve issues more effectively, minimizing business interruption at local stores. The company recently upgraded its two Bomgar B300 appliances to a B400 and is now using the B300s to provide remote support to corporate users.
Operational Impact
Quantitative Benefit
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