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Serving Traveling Customers by Keeping IT Staff Off the Road

Netop Remote Control and Security Server increase efficiency and enable PCI compliance for growing convenience chain

Challenge

While driving the thousands of miles of highways in Oklahoma and Kansas, travelers often see the familiar red and white signs of OnCue Express offering the fuel, convenience store, and restaurant services they need. Many miles may roll by between sightings, but OnCue Express locations are there again and again, providing products and services needed by motorists.

Though offering locations across a far-flung geography is a competitive advantage for OnCue, the same wide-ranging convenience provided to customers presents a significant challenge for IT administrators and support staff. Director of IT Rocky Taylor puts it best, “We have a small IT team and a large area to cover. Physically going to all of our locations regularly just isn't efficient."

Solution

Having originally become familiar with Netop Remote Control as part of a Point of Sale (POS) technology vendor change, the more OnCue used Netop, the more they came to appreciate and value the solution. Additional licenses were purchased so OnCue could take advantage of the rich remote access functionality Netop provides. Today Netop provides OnCue with a wide variety of technical capabilities. The company’s frontline employees have varying levels of familiarity and skill with technology. By using Netop Remote Control within their service desk environment, Taylor’s team can handle almost any issue faced by the in-store staff.

The service desk team can remotely troubleshoot issues, address errors, perform maintenance, and support devices. As Taylor says, “Unless the hardware has completely failed, we are able to handle most issues from our central office. We run an extremely lean IT department. We, quite literally, don’t have time to go to all our locations. Netop makes things possible that would not be without them."

Devices at the convenience store, gasoline, and restaurant locations are supported through a centrally located Site Controller. The Site Controllers are Windows-based machines running software that communicates with the gas pumps, registers, and any other process related to site operations. If a problem arises at a location, OnCue uses Netop to remotely access the Site Controller to resolve an issue.

OnCue has also implemented Netop’s Security Server, which provides centralized control of security, administration, and authentication. The Security Server integrates with OnCue’s Active Directory and, as such, passwords can be managed from the central office wihtout the need to physically touch each machine. Netop Security Server plays a vital role in helping OnCue protect data, manage access rights, and keep records and logs as required by stringent Payment Card Industry (PCI) compliance standards.

Other advantages include higher security and dependable logging features. These are especially important because PCI requirements for logging and related records are rigorous and constantly evolving. Using highly compliant encryption, multifactor authentication, session logging, and granular, client-defined access rights, Netop enables OnCue to safeguard security, ensure compliance and avoid needless risk.

“Security Server was my chosen path to align our support operation with PCI compliance. Nearly all of what we do is compliance-driven. As soon as we catch up there are more requirements and Netop is a great partner to keep us current," says Taylor.

Results

OnCue’s utilization of Netop remote access and control technology has a bottom line effect. The IT staff’s ability to shorten response times and lower administrative overhead means that resources can be used in the most efficicent way possible. It also enables them to keep up with the ever-changing requirements of PCI standards.

Netop Remote Control provides OnCue Express with fast, secure, reliable access to many devices within the organization, enabling their IT team to provide superior help desk services. OnCue’s lean IT staff can monitor, update, troubleshoot and control equipment without traveling hundreds or thousands of miles. OnCue relies on Netop to provide around-theclock performance, better response resolution rates, gretter efficiency, and lower support costs.

Taylor sums up by saying, “Netop streamlines, simplifies, and makes things easier for me."

About OnCue

OnCue Express is a chain of convenience stores located throughout Oklahoma and Kansas. The chain of stores is operated by OnCue Marketing, L.L.C., which also operates several Subways, Simple Simon’s, and one Dairy Queen store. The company is committed to providing clean, safe facilities, in addition to Subway subs, Simple Simon’s pizza, DQ burgers and ice cream. They offer premium quality gasoline and a full range of convenience store food and beverage products. OnCue has 52 locations.

 

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