Customer challenge

Virgin Media was created following the merger of ntl, Telewest and Virgin Mobile. Maintaining customer satisfaction during and after the merger was vital for Virgin Media. The company’s contact centres are at the heart of Virgin Media’s customer service operation. The company needed to find an efficient and cost-effective way to provide staff at these centres and other Virgin Media sites with reliable access to core business applications.

Computacenter solution

Virgin Media decided to take advantage of ntl and Telewest’s previous investment in thin client technology and deploy a standardised Citrix environment with Microsoft SoftGrid application virtualisation to its contact centres. With Computacenter assisting with design, testing, application packaging and implementation, Virgin Media had developed a 100-strong Citrix Presentation Server farm. The new environment has helped to speed up application and server provisioning, as well as reduce the pressure on the company’s bandwidth and the risk of unauthorised software.

Results

The thin client environment will help Virgin Media achieve significant savings both from reduced energy bills and IT support costs. At the same time, staff are able to work smarter and faster, which means a better level of service for Virgin Media’s customers. This in turn will help the company retain its competitive advantage and continue to grow its subscriber base.