Beyond the office: How a retail chain massified remote service with virtual desktops

A retail chain with a national presence and thousands of physical points of sale faced a critical challenge: maintaining operational continuity in customer service, technical support and back office areas, in the face of a rapid adoption of the hybrid and remote model. Traditional tools did not offer security, traceability or a unified experience for distributed teams, resulting in bottlenecks, loss of productivity and operational risk.

The solution: a modular, automated, self-sustaining data quality factory

Together with the IT and operations area, we designed a solution based on virtual workspace technologies using Parallels RAS and Quest to ensure fast, secure and customizable virtual environments, enabling:

• Centralized remote access to core business applications.
• Control of sessions, resources and access with full traceability.
• Multi-channel support and pre-configured virtual desktop per role.
• Optimized user experience with load balancing and remote assistance.

We integrated this solution with compliance policies and continuous monitoring with Nexthink, allowing full visibility into the performance and usage of virtual desktops.

Results: Operational continuity, lower churn and frictionless omnichannel support

• +94% uptime on virtual desktopswith substantial improvements in speed and connectivity.
• 30% reduction in tickets support related to access or tools.
• Increased safety of information and traceability of interactions.
• Increase in 22% in employee satisfaction in internal digital experience surveys.
• Implementation list in less than 4 weeks with remote supervisor training.