Ever wish that delivering desktops to users was easier? Even when those users aren’t in the same building, or even the same company? That’s the challenge Royal Mail set CSC. By deploying virtual desktops, CSC helped the Royal Mail to provide its partner with access to its CRM system quickly, flexibly and without sensitive customer information ever leaving Royal Mail’s data centre.

The challenge
Using external telesales agencies to support its mailing campaigns gives Royal Mail the flexibility to scale resources up and down as demand fluctuates, but presented them with the challenge of collaborating effectively.

Traditionally, the agencies would be emailed spreadsheets, but that was inefficient and a potential security risk. Royal Mail wanted these external sales agents to have access to the same CRM system as its own staff so that performance could be analysed as one; and parts of its intranet for detailed product information. The challenge was to provide this access securely, and to be able to scale it quickly.

The solution
CSC Dynamic Desktop was the perfect solution. It allows Royal Mail to create virtual desktops with access to only the subset of systems it wants to share, and deliver those applications to the agents remotely.

The agents can access their Royal Mail desktops using any computer, over any internet connection, without any special software. Their desktops, complete with all their personal settings and preferences, are instantly assembled and presented to them when they log in.

Security is built in: nothing is downloaded to users' machines; the only thing transmitted are screen changes and user instructions (keystrokes and mouse actions), encrypted using SSL. All the data remains in the Royal Mail data centre, where it is easiest to secure.

The results
CSC provides Dynamic Desktop to Royal Mail as an on-demand, managed service. Royal Mail pays only for what it uses. Paul Shepherd, service excellence manager at Royal Mail says, "The great thing about CSC Dynamic Desktop, is that it gives users the fast, personalisable performance they're used to; while we get very fine-grained control over who has access to what, and can easily create new partner relationships or sever existing ones if necessary."

Shepherd continues, "The technology is the enabler, but it comes to nothing if the service provider is not able, and willing, to understand our needs, our processes, our peculiar challenges; and to work with us all-out to meet our objectives. CSC has never disappointed in delivering what we need, when we need it."

Want to know more?
If you'd like to know more about our virtual desktop offerings, visit csc.com/vds, or contact Stephen Jeffers the solution director.