By chhandomay on Dec 08, 2009
Founded in 1979, ScrewFix is the leading tool, accessory, and hardware product supplier to both building professionals and DIY enthusiasts in the U.K. The company's original business model was based on high-volume catalog orders, but it now runs a substantial online operation in addition to its network of 143 trade outlets, delivering millions of products to customers every year.
(Image courtesy: ScrewFix)
ScrewFix contact center plays
critical role in daily operations, taking customer calls to place
orders while also handling other customer inquiries including refunds
and exchanges, using internally developed customer relationship
management software. Until recently, contact center agents used the
CRM system running on desktop PCs connected to the company's
datacenter. However, slow system performance was making it
increasingly difficult to respond quickly to customer inquiries. In
2008, as the PCs came to an end of their lifecycle, ScrewFix looked
into an alternative solution with Sun.
Sun recommended a proof of concept using five Sun Ray 270 Virtual Display Client terminals that were deployed in different areas of the contact center, and ScrewFix reported that “the end-user response was impressive.” The proof of concept was enough to convince the ScrewFix IT team to deploy 350 Sun Ray 270 Virtual Display Client terminals to the entire contact center team, powered by 10 Sun Blade X6250 Server Modules residing in two Sun Blade 6000 Chassis. Six of the blades run Windows Server 2003 Terminal Services, while the other four run Sun Ray Software 4 on top of the Solaris 10 Operating System.
The new solution was installed overnight during one week to minimize disruption to employees and customers, and user migration to the new systems took place quickly. ScrewFix's server and storage team leader Peter Smith reports that because the technology is so easy to use, “for most people it was business as usual from the moment they switched on their new machine.” Additionally, ScrewFix employees are also saving time, with startup times up to 95% faster than the previous solution. The deployment of thin-client technology has also significantly lowered hardware total cost of ownership and made administration much simpler and less time consuming.
Check out the complete details, along with a podcast, here.