Build-A-Bear Workshop snuggles up with Netop for scalable security and support
Build-A-Bear Workshop, a beloved retailer, faced evolving challenges in managing its expanding IT infrastructure and ensuring robust security across its diverse network of company-owned, franchisee, and partner-operated locations. This case study explores how Build-A-Bear Workshop leveraged Netop on AWS Cloud to address these challenges, maintain compliance, and deliver efficient remote support.
Challenge
As Build-A-Bear Workshop grew, its IT support requirements became increasingly complex. “Years ago, we chose Netop as our remote support solution,” recalls Dave East, Director of Information Security. “As the organization has grown, our security needs have evolved.”
The company needed to:
* Support a diverse device ecosystem: Extend remote support to both company-controlled devices and franchisee/partner-owned systems
* Meet stringent compliance regulations: Adhere to PCI DSS, COPPA, Sarbanes-Oxley, and the Privacy Shield Framework
* Enhance security with robust auditing and authentication: Implement detailed audit logs of remote access sessions and enforce multi-factor authentication
* Maintain efficient in-store device support: Ensure rapid resolution of technical issues to minimize disruption
The Solution: Netop’s Scalable Remote Support
Build-A-Bear Workshop found that Netop on AWS Cloud provided the necessary scalability and security features to address its evolving needs. “Fortunately for us, Netop scaled to meet our needs,” states East.
Key features of Netop that supported Build-A-Bear Workshop’s requirements included:
* Granular Access Control: Enabling precise permissions for technicians based on their roles and responsibilities, ensuring compliance and minimizing security risks.
* Comprehensive Audit Logging: Providing detailed records of all remote access sessions, including user identification and system access, facilitating compliance and incident investigation.
* Multi-Factor Authentication: Adding an extra layer of security to protect sensitive data and prevent unauthorized access.
* Interactive Remote Support: Allowing both on-site users and service desk representatives to collaborate during remote sessions, enhancing troubleshooting efficiency.
Implementation and Results
Build-A-Bear Workshop utilizes Netop on AWS Cloud to provide crucial support for its in-store devices. “We use Netop to support our in-store devices,” explains East. “When an issue with an in-store device arises, we can get into the system and find out what’s going on.”
The implementation of Netop has resulted in:
* Enhanced Security: Robust authentication and auditing capabilities strengthened the company’s security posture, ensuring compliance with industry regulations.
* Improved Efficiency: The ability to provide interactive remote support streamlined troubleshooting and reduced downtime, minimizing disruption to store operations.
* Scalable Support: Netop’s ability to scale with the organization allowed Build-A-Bear Workshop to effectively manage its growing device ecosystem.
* Collaborative Support: “Netop allows both the on-site user and the service desk representative to provide input during a session.” This allows for faster resolution of issues.
Conclusion
By leveraging Netop on AWS Cloud, Build-A-Bear Workshop successfully addressed its evolving security and support challenges. The solution provided the necessary scalability, security features, and collaboration tools to ensure compliance, maintain operational efficiency, and deliver exceptional support across its diverse network. This case study demonstrates how Netop empowers organizations to adapt to changing needs and maintain a secure and efficient IT environment.