Mercari, a consumer-to-consumer marketplace with millions of users, needed to secure its customer service environment, which handles sensitive PII. Their previous VDI setup was inefficient, costly, and complex, requiring overlapping DLP controls. Mercari transitioned to Chrome Enterprise Premium and Chromebooks to focus on browser-layer data control. This new architecture allowed for strict DLP rules, preventing data leakage to unauthorized destinations and AI tools. The transition was smooth due to existing Chrome browser familiarity among employees. This move not only enhanced security but also streamlined IT operations and significantly reduced costs. Mercari projects over 50% cost reduction in three years by minimizing VDI dependency and consolidating security agents. The browser-centric model freed up IT resources for higher-priority initiatives, reinforcing a zero-trust, device-based security approach. Mercari is now positioned as an AI-forward organization, enabling safe, controlled AI adoption. They are initially using browser policies to allow read-only access to Gemini in Chrome, improving productivity while reducing data modification risks. Mercari plans to continuously balance AI productivity and security by utilizing Chrome Enterprise Premium’s evolving features.