How the right devices enabled 7-Eleven’s mobile checkout initiative

Overview

To support 7-Eleven’s strategic initiative of introducing mobile checkout at its fuel stations and stores, the business required a robust and reliable device. Blue Connections recommended the Microsoft Surface Go and supported the devices with an end-to-end device management solution.

The Challenge

As part of its overall customer experience and digitalisation strategy, 7-Eleven was looking to introduce a mobile checkout payment option. It aimed to make 28 per cent of all transactions it processes digital by 2030. The solution gives customers the choice to checkout at the counter or via their mobile application, letting them get in and out of the store as quickly as possible. Mobile checkout is a fast and easy solution that provides a contactless and convenient shopping experience.

7-Eleven required a device to support the mobile checkout application in-store. Frontline workers and store leaders needed to be able to access the application that allows them to see that a person in the store was using the mobile checkout application to pay for their purchases rather than simply walking out the door without paying. It was impractical to use a desktop machine or an unsecured device for this purpose because those machines usually sat in a back office. This meant the information regarding who in the store was using the application wouldn’t be available to front counter workers in a timely fashion.

7-Eleven needed a device that could be secured and set up to only allow certain tasks to be completed. It also needed a device with a long battery life, strong Bluetooth signal, and the robust capability to be used in-store all day and night. The business required a service level agreement (SLA) that would give it peace of mind that, if a device were to stop working, the store would be provided with a replacement quickly to avoid unnecessary downtime.

The Solution

Having worked with Blue Connections for many years, 7-Eleven considered it a trusted advisor. So, when it needed devices to support its mobile checkout application, 7-Eleven relied on Blue Connections for a strong recommendation.

Blue Connections started by understanding the unique requirements that the devices would need to meet. For example, they needed to be lightweight, have a small footprint, and be reliable. Based on these requirements, Blue Connections recommended the Microsoft Surface Go.

The Surface Go is a two-in-one device that offers the touchscreen capability of a tablet with the processing power and convenience of a laptop. It transitions from laptop to tablet easily and can also be used with a digital pen.

Sandesh Patil, Practice Manager – Cloud Services and Microsoft, Blue Connections, said, “Our longstanding relationship with 7-Eleven meant that the team knew we would recommend the best device that was fit for purpose. Blue Connections proved that we could deliver the right device and make it secure and easy for frontline workers to use.”

Blue Connections was requested to build the devices to allow only specific applications, ensuring that they could not be used outside the scope set by 7-Eleven. Blue Connections used a complete Autopilot white glove process to pre-provision the devices before shipping them. The devices were provisioned with security settings, device-locking settings, and additional configurations.

Blue Connections also provides full support for the Surface Go devices. As part of its SLA with 7-Eleven, this includes a 24-hour replacement timeframe. If a device experiences an issue, the Blue Connections team first tries to resolve it over the phone. If the team is not able to resolve the issue remotely, the device is replaced. Blue Connections sends out a new, pre-provisioned device immediately. The faulty device is then returned to Blue Connections. This minimises downtime for the store. Blue Connections will then repair the original device and put it back into stock or, if necessary, work with Microsoft directly to manage the device under warranty.

The Results

The mobile checkout application is a key plank of 7-Eleven’s digital strategy. This means that the devices used to support it are crucial to its success. Because Blue Connections understood the role these devices needed to play, it was confident in recommending the Surface Go device, underpinned by Blue Connections’ proactive support model.

A key advantage of using modern provisioning and device management with the Surface Go is that the devices are always secure and up to date.

Since beginning the deployment of the Surface Go devices, several 7-Eleven business units now want to use these same services and devices. Blue Connections is ideally placed to support these business units.

Patil said, “Feedback from 7-Eleven tells us that it’s easy to work with Blue Connections to roll out new services. Store managers are loving these devices because they are easy to use, fit for purpose, and support a more secure and modern way of working. Importantly, the mobile checkout application is well supported.”