Success Stories

CSC Dynamic Desktop Opens Growth Channels for Royal Mail

Client:

Royal Mail

Challenge:

Open new channels among small- to medium-sized businesses (SMBs), a market valued at £1.4million a month, with outside telesales agencies supporting Royal Mail's direct mail campaigns.

Solution:

CSC Dynamic Desktop, which allowed Royal Mail to create desktops containing only the applications external telesales agents needed, deliver these remotely using secure Internet technology, and keep all storage, operating systems and applications secure in Royal Mail’s data centre.

Results:

Agents had a fast, personalized desktop to work with. Royal Mail had fine-grained control over access. After rapid deployment, campaign targets were met or exceeded, and Royal Mail has established a presence in the SMB market – in months rather than years.

Faced with increased competition and the impact of electronic communications on its delivery business, Royal Mail identified a key area of potential growth. It was among small to medium sized businesses (SMBs), a market valued at £1.4million a month. They wanted to use a direct mail campaign supported by external telesales agencies.

Yet RM had to be confident they could direct and analyse this activity across all resources – internal and external – as an integrated whole.

A Dynamic solution

Royal Mail saw that CSC’s Dynamic Desktop technology would enable them to rapidly access these markets – in months rather than years. It would also do so in a way that gave external telesales agencies seamless access to RM systems, their business process and IT.

Dynamic Desktop would allow RM to create desktops containing only the applications external agents needed and deliver these remotely using secure Internet technology. It would still, however, keep all storage, operating systems and applications secure in Royal Mail’s data centre.

In that way agencies could become productive rapidly, be monitored closely, and their activity become an integrated part of Royal Mail’s search for market growth in a newly competitive environment.

Fast does not have to mean second-class

The first time Royal Mail ran a campaign using CSC’s Dynamic Desktop technology, RM either met or exceeded their revenue targets. Indeed the project is now fully 50 percent greater in scale than initially proposed, and RM has established a significant presence in the SMB marketplace.

CSC’s Dynamic Desktop showed that short time-scales and difficult challenges need not mean second class or hasty solutions. Indeed, it has led to a better defined and more precisely implemented one, and one which proves the technology beyond doubt.

The technology has also brought about benefits that have made a considerable difference to the way RM and its external agents work. It is now far easier to manage software licences, and installing new applications is much faster both within RM and across the multiple sites that working with external agencies inevitably demands.

For More Information

Download the full Royal Mail case study (PDF, 280 KB).

Learn more about Dynamic Desktop.

Read our white paper about desktop virtualization (PDF).