How Goverlan saved Asbury Automotive's IT Department approximately $240,000 per year.
Company: Asbury Automotive Group
Used VNC to remotely control 6500 PCs
Support 100 sites spread across 10 states
Interrupting users to perform remote tasks
Traveling to sites where no IT support was present
Software updates taking up to a week to install across 100 sites
Time-to-resolution slashed in half
Behind the scenes systems management for increased productivity & less user downtime
Performing actions remotely, eliminating onsite visits
Scheduled enterprise-wide software updates to run overnight
Approximately $240,000 man hours saved per year
Asbury Automotive Group is a Fortune 500 company based in Atlanta and was founded in 1995. The company is the 5th largest automobile retailer in the United States and operates approximately 90 retail auto stores in 10 states, encompassing more than 120 franchises for the sale and servicing of 35 different brands of American, European and Asian automobile makes. Asbury’s strategy to drive operational excellence is to centralize, streamline, and automate processes by investing in technology. With increased productivity, Asbury strives to provide an exceptional customer experience. Learn more at www.asburyauto.com
Asbury Automotive Group is the 5th largest U.S. based franchised auto retailer. Asbury operates approximately 90 retail auto stores, encompassing more than 120 franchises for the sale and servicing of 35 different brands of American, European and Asian automobile makes.
Carl Vannest, Senior Manager of the IT support team at Asbury Automotive Group, described their environment: “We have 100 sites spread across 10 states. Each store ranges anywhere from 20 PCs all the way up to about 250-260 PCs. We have about 6,500 PCs in total that we manage on a daily basis Our team of 16 oversees all of that.” Carl Vannest and his team tackle a daily average of 220-250 support cases.
Before Goverlan, the IT support team used VNC to remotely access user machines. “We used VNC to remote to the machine and central repositories to grab software. It’s all we had in the past, was that simple ability to remote out to their machine and work on it from there.”
With 16 years of IT experience, Mr. Vannest has worked with a variety of other solutions, including LANDesk, ManageEngine, and Symantec Client Management Suite. In comparison, he notes: "When you can put a program on a technician’s desktop, and they can open it up and use it with little to no training, it’s a win-win. LANDesk and ManageEngine aren’t like that. When performing complex tasks with Altiris, it’s not simple and not easy."
"The intuitive layout and design of the GUI makes learning Goverlan a simple task. We took 14 technicians and set them up on Goverlan in a matter of an hour. Extremely simple to implement, extremely simple to use," stated Mr. Vannest.
"We were 100% operational the same day we downloaded the trial installation. The only way it would have been easier is if someone was clicking “NEXT” for me on the installation package."
In just a couple of months of using Goverlan, Mr. Vannest and his team have already perceived considerable benefits. “It’s been a complete 180 on our support metrics … The ability to reach out to a customer through Goverlan, the ability to see what computer that person is logged into, the pushing of a small software package, all that Goverlan provides to us today that we did not have in the past. It’s fantastic.” He estimates that Goverlan has slashed their resolution time in half. Mr. Vannest noted these specific cases:
Currently, the Asbury IT team has no imaging solution. Their field engineers use a thumb drive. Goverlan's response, “Disk imaging is currently not supported, however, Goverlan can assist with the post imaging process by applying various configuration management options.”
Mr. Vannest commented on his customer experience, “The [Goverlan] team is extremely responsive to their customer’s needs. The experience so far through trial, setup and purchase has been without an issue and we continue to enjoy the relationship we’re building with the [Goverlan] team.”
Asbury Automotive Group is the 5th largest U.S. based franchised auto retailer. Their IT Team of 16 supports 100 sites spread across 10 states, managing 6,500 PCs on a daily basis. By implementing Goverlan, the IT Team reduced their case close time in half. They are now able to perform actions behind the scenes, such as software installations, without involving users and remote troubleshoot, eliminating on-site visits, saving the team approximately $240,000 in man-hours per year.