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Bomgar's system allows Murphy Oil USA's remote support team to troubleshoot and resolve issues more effectively, hence minimizing business interruptions at its stores.
"There are three core systems at our retail locations that we support remotely," said Bryan Ogle, manager of retail infrastructure for Murphy Oil USA. "These are POS computers that also control the fuel outside at the pumps, back-office computers for accounting and paperwork, and security machines that control the store video cameras."
Previously, the retailer used a number of different remote support tools, depending on which type of system it was working on. When the need for credit card payment card industry (PCI) compliance arose several years ago, the company began looking for a way to consolidate to a single remote support tool that could meet all of its needs, including PCI compliance. That led it to Bomgar.
Security is another important issue, especially in the day of advanced hackers. "Year after year, remote support and remote access tools are called out by industry experts as the top attack pathway used by hackers," said Nathan McNeill, chief strategy officer at Bomgar. "Whether you’re supporting POS systems, desktops and laptops, or mobile devices, it’s imperative that you access them in a highly secure and completely auditable manner. Many organizations either don’t know what tools they are using or don’t know the security specifics of what they use, unintentionally putting their organization at risk."
Jackson, Miss.-based Bomgar's support solutions have been employed by more than 7,500 organizations in 65 countries.
El Doraro, Ark.-based Murphy Oil USA Inc. operates 1,175 convenience stores and gas stations in 23 states. It is a division of Murphy Oil Corp.