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CASE STUDY

PIZZA PIZZA DELIVERS ON CUSTOMER


SATISFACTION WITH SECURE
INFRASTRUCTURE FROM JUNIPER
With “always the best food, made especially for you,” as its pledge, Pizza Pizza strives
Summary
to deliver delicious food with a quality customer experience. The company, founded
Industry: Retail, Restaurants in 1967, fulfills more than 28 million orders a year and has more than 600 restaurants
across Canada. The company prides itself on using IT to grow the business and
Challenges: Use IT to support
business growth, including national increase the satisfaction of its customers and franchise owners.
expansion of restaurants, a move to a
“Our business is growing, and we see technology as the driving force behind our
distributed call center, and centralized
applications for better customer business,” advised Amar Narain, manager of network, security and communications at
service and improved profitability. Pizza Pizza.

Selection Criteria: Pizza Pizza chose Challenge


the Juniper solution for its ease of
management, flexibility, protection, Pizza Pizza had ambitious plans to grow its popular pizza delivery and retail business.
and compliance as well as Juniper’s With five percent annual growth, Pizza Pizza needed a secure network infrastructure to
strong technology leadership, training, connect more than 600 restaurants to the corporate head office in Ontario. “Having high-
and support.
speed connections to all our restaurants gives us the flexibility we need to deliver new
Network Solution: services and applications to each restaurant,” said Narain.
• SSG5 Secure Services Gateway
In addition, Pizza Pizza needed to aggressively control costs while maintaining a strong
• IDP250 Intrusion Detection and
level of customer satisfaction. Receiving more than 10 million calls a year, with heaviest
Prevention Appliance
volumes on Friday nights when more than 250 agents are online, the company decided
• SA4500 SSL VPN Appliance
to implement a distributed call center strategy that could be used by at-home agents
• NetScreen Series Security Systems throughout the province.
for the Data Center
Results: Selection Criteria
• Provides high-speed, redundant, “Our selection criteria for connecting restaurants to the head office included security, ease of
and secure connections between management, flexibility, and backup,” said Narain. He weighed the pros and cons of building
head office and over 600 a site-to-site VPN using a firewall/VPN vs. using routers with access control lists (ACLs),
restaurants
but ultimately deemed this traditional router management practice was too complicated to
• Mitigates security risks and ensures manage. “We need our technicians, rather than senior network experts, to be able to manage
PCI compliance
the solution. That’s why we chose Juniper’s firewall/VPN,” disclosed Narain.
• Increases customer satisfaction with
new in-store technologies, including Solution
order status screens and IPTV
Pizza Pizza relies on Juniper’s firewall/VPN appliances for secure, high-speed LAN/WAN
• Cost-effectively connects hundreds
connectivity from restaurants to its data center.
of at-home call center agents
With orders flowing fast from the corporate office to the restaurants, network downtime
cannot be tolerated. “Each restaurant has redundant connections to the head office
because we need high-speed diversity to ensure our business stays running,” advised
Narain. “We cannot afford to have a restaurant dead in the water because one of our
service providers has an outage.”

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The use of DSL and cable-based Internet services for connecting Pizza Pizza chose the Juniper Networks SA4500 SSL VPN
the Juniper devices also reduces costs and improves control of Appliance to allow distributed call center agents to securely
the network in lieu of relying on a service provider for routing and access order entry applications using any standard web browser
configuration changes. “We have more manageability and flexibility required for order taking. “We chose an SSL VPN because it is both
because we can add and remove locations ourselves,” said Narain. secure and cost-effective,” said Narain.

At the corporate office, Pizza Pizza uses one of Juniper Networks® Because home agents use their own computers, phones, and
IDP Series Intrusion Detection and Prevention Appliances for Internet connections for order taking, the IT staff has literally no
inline protection from worms, trojans, spyware, keyloggers, and control over the remote environment—or any potential lurking
other malware. By accurately identifying application traffic, the malware. Yet Pizza Pizza is able to ensure security and data
IDP Series device ensures continuous availability of Pizza Pizza’s integrity policies to meet Payment Card Industry (PCI) compliance
business-critical applications. “We block traffic based on our for data with the added bonus of supporting remote VoIP phones.
policies, so we can mitigate risk from attacks and malware,”
Pizza Pizza takes additional measures to enforce security policies,
explained Narain. He also noted that the IDP Series has effectively
including using the SA4500’s cache cleaner to remove any
protected against a rising threat—legitimate websites that have
residual data after each session. “By disabling split tunneling at
been compromised by malware.
remote agent sites, no other connection is possible, hence we can
protect against attackers,” confided Narain.

Administering the Juniper SSL VPN for hundreds of remote users


“Our selection criteria for connecting
is straightforward for support staff. Call center agents use a
restaurants to the head office included
common profile, and IT staff can create a user account in less than
security, ease of management, flexibility, and two minutes. “All there is to setting up a new user is to type in the
backup. We need our technicians, rather than username and password,” remarked Narain.
senior network experts, to be able to manage
the solution. That’s why we chose Juniper’s
firewall/VPN.”
Amar Narain
Manager of Network, Security and Communications,
Pizza Pizza

SSG5
SSG5

Distribution Center Pizza Pizza Restaurant

Internet

Firewall
Remote Call Center
Home Agent

SA Series IDP Series IC4500 UAC


SSL VPN Appliance Appliance

Quarantine
Employee Server

Pizza Pizza Corporate Headquarters

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Results In another effort to improve the customer experience, Pizza Pizza
is centralizing its customer operations database in conjunction
With a secure infrastructure from Juniper, Pizza Pizza has been
with an integrated point of sale (POS) system for phone, online,
able to deploy new applications and services that give the
and walk-in orders. Real-time transactions not only result in faster
company an advantage in the highly competitive quick service
customer service, but also allow Pizza Pizza executives to keep
restaurant market.
tabs on sales throughout the day. Real-time transactions make
Pizza Pizza has improved physical security by equipping each the connectivity and security between the restaurant locations
restaurant with a digital video recorder (DVR) for remote and the head office even more critical,” advised Narain.
surveillance. “Franchisees can actively monitor what’s going on at
their restaurants from their homes,” explained Narain. “In the event Next Steps and Lessons Learned
of an incident, we can pull the data for the police. Without the Pizza Pizza has sourced the Juniper Networks IC4500 Unified
networked DVR system, we couldn’t do that.” Access Control Appliance as a first step toward a network access
The flexible infrastructure allows Pizza Pizza to experiment with control solution that allows visitors, contractors, and business
new recipes for customer satisfaction. It is testing order status partners to have secure wireless connections in conference rooms.
screens, which it has dubbed “airport screens,” in the restaurants. Narain advised his peers to be cautious when making a major
Customers can view their order status on a large monitor when infrastructure change. “When we established the initial VPN
they come in to pick up their food. “We are very focused on deployment to restaurants, we evaluated products for eight
customer satisfaction. With the airport screen, you don’t have to months. We had an agenda, and performed our due diligence,” he
ask an employee if your order is ready. You can see it as soon as affirmed. “Check both your business and IT requirements. A lot of
you walk in,” said Narain. testing and piloting is the key to success.”
Pizza Pizza is diversifying its revenue sources by providing IP
television (IPTV) at select locations to deliver specialized program
For More Information
and advertising content. The firewall is key to providing security in To find out more about Juniper Networks products and solutions,
that it allows Pizza Pizza IT staff to create multiple security zones visit www.juniper.net.
for traffic isolation. “The IPTV traffic goes through our firewall to the
restaurant without touching our corporate network,” noted Narain.
About Juniper Networks
Juniper Networks, Inc. is the leader in high-performance
Employees use video training to keep their skills sharp. “With video
networking. Juniper offers a high-performance network
training, employees can sit in the back office and do training and
infrastructure that creates a responsive and trusted environment
certification, so they don’t need to come to our training center for
for accelerating the deployment of services and applications
skills refreshment,” said Narain. The firewall enforces company
over a single network. This fuels high-performance businesses.
policy by allowing remote third-party content to be accessed while
Additional information can be found at www.juniper.net.
restricting non-business traffic.

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3520316-001-EN Apr 2010 Printed on recycled paper

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