Wendy's Case Study
Mailscape V4.5 for Exchange and Mobile Device Management
Mailscape provides instant feedback of the health of the entire messaging
environment. Real time monitoring on key functionality, like DAG health, is
vital for any Exchange engineer. As a manager, I have instant feedback on all
my Exchange servers and it allows me to make better use of my team’s time.
Overall I have been very pleased with the product and I would recommend
Mailscape to any enterprise messaging environment.”
- Don Murawski
Manager of Unified Communications, The Wendy’s Company
- Proactive daily health monitoring
- Optimized the performance and availability of Messaging servers
- Leveraged the built-in Knowledge Base to solve
- Received real time alerts
- Improved system uptime
- Reduced support costs
- Utilized reports to budget appropriately
ABOUT THE CUSTOMER
The Wendy’s Company is the world’s third largest
quick-service hamburger company. The Wendy’s system
includes more than 6,500 franchise and Company restaurants in the U.S. and 27 other countries and U.S. territories
Founded by Dave Thomas in 1969, Wendy’s Old Fashioned
Hamburgers restaurant first opened the doors in Columbus, OH. Since the beginning, Dave focused on creating
something new - high quality food made with the freshest
ingredients, served the way the customer wanted. Quality
was so important to Dave that he put the phrase “Quality
is our Recipe” on the Wendy’s logo. Today, that passion
for quality remains the number one priority in each individual Wendy’s restaurant around the world.
Wendy’s was faced with the challenge of finding a product that could proactively monitor their Exchange environment and alert key systems engineers of issues. Due
to Wendy’s continued substantial growth, Manager of
Unified Communications, Don Murawski, realized further
assistance was needed to ensure his messaging environment remained stable, robust, and highly available. The
Exchange team was spending too much time manually
checking the environment’s health. Real time feedback
was minimal and system outages were a challenge.
Therefore, Don started evaluating several Exchange monitoring products in an attempt to gain greater visibility
into his messaging infrastructure and stabilize his Unified
Don requested a Mailscape free trial and instantly saw the
value of its’ award-winning one-look dashboard. Mailscape
provided instant feedback regarding the health of the entire messaging environment. The tool’s proactive monitoring has allowed the Wendy’s Messaging team to identify
and troubleshoot small problems before they escalate
into major outages. “I’m relieved that Mailscape allows
me the time and flexibility to focus my attention on other
projects, rather than email 24/7,” explained Don. “Mailscape has become my personal Exchange babysitter!”
Don provided several examples describing the immediate impact Mailscape has had in Wendy’s environment.
Wendy’s saw a significant increase in the amount of iOS
devices over a very short period of time. Because the initial environment design lacked a CAS array, all the client
requests went through a single CAS. With no monitoring
solutions in place, managing OWA and ActiveSync efficiently was becoming impossible.
With the ability to monitor OWA and ActiveSync simultaneously, Mailscape immediately alerted the Exchange
team of the performance issues. Once these issues were
identified, the numerous ActiveSync reports quickly diagnosed the root cause saving time and money.
Don explains that perhaps the best example of Mailscape’s value to Wendy’s occurred when a power glitch
occurred at one of their datacenters, causing a massive
outage. Having an outage is obviously a problem in itself,
however, due to the fact that the outage occurred immediately prior to a corporate quarterly board meeting, the
problem intensified exponentially. As time passed, pressure continued to build. The need to quickly troubleshoot
and get Exchange up and running was essential. Priceless
time was saved because of Mailscape. The power glitch
resulted in a loss of quorum for the DAG that lasted four
hours. Mailscape immediately sent out alerts for the DAG,
and Don was able to get a jumpstart on identifying and
solving the problem.
Although several Exchange monitoring and reporting tools
were considered, Mailscape ultimately proved to be Wendy’s choice. A key differentiator for Wendy’s was the proactive monitoring in real time via the one-look dashboard.
“Mailscape provides instant feedback of the health of
the entire messaging environment,” said Don. “Real time
monitoring on key functionality, like DAG health, is vital
for any Exchange engineer. As a manager, I have instant
feedback on all my Exchange servers and it allows me to
make better use of my team’s time. Overall, I have been
very pleased with the product and I would recommend
Mailscape to any enterprise messaging environment.”
“Having visibility into my entire environment allows me to quickly diagnose any issues and then take measures to prevent them from happening again. It has saved me so much time and unnecessary worrying that one of my users will know about an email issue before I do.
One of Mailscape’s coolest features is the Personalized Dashboards. I created one for our Service Desk so they can help our team with problem diagnosis and problem resolution. Now when a user calls, the Service Desk can resolve most of the issues without us having to get involved.”
“Having the functionality saves me time when preparing data for our monthly Service Delivery Review meetings with corporate management. The granularity and overall quality of information helps them with charge-back for assigning IT costs per department.
My team’s goal of providing our users with a more stable and efficient environment in which to operate has been realized because of Mailscape.”
MAILSCAPE KEY FEATURES
- Mailscape’s one-look dashboard is an intuitive, visual
approach to monitoring Exchange. Monitor all your environments vital components with a quick glance at a
since screen, even from your phone or tablet. Empower your help desk and enable them to improve SLAs.
- Mailscape performs regular health checks to ensure all
vital aspects of your messaging system are running optimally. It automatically tests critical Exchange services,
such as Mail Flow, Outlook Web Access, ActiveSync,
BlackBerry, Outlook Anywhere and DAG health.
- Mailscape’s reporting provides both the real-time data
and historical trending you need to optimize system
performance, improve service levels, gain clear visibility into the messaging infrastructure, and plan for the
future. Mailscape is equipped with over 220 reports
out of the box and is easily customizable to meet your
organization’s specific needs.
- Mailscape enables you to create reports based on several technologies, including BlackBerry, ActiveSync,
iPhones, Outlook Client Version, Active Directory and