TheTrainline gains flexibility with thin-client technology

TheTrainline call handlers are monitored under the thin client technology

Online ticket provider TheTrainline is using thin-client technology to better support staff working remotely and cope with service demand.

The Citrix-based set-up allows hundreds of offshore and remote workers to have more flexibility when accessing the firm’s booking system, regardless of technical specifications or location.

“Our call handlers rely on fast, secure applications and so we constantly look to improve our operating efficiencies and the speed at which information can be accessed,” said TheTrainline’s director of operations Bill Hopkins.

Operational efficiency has received a boost since the implementation of the thin- client model, as it also helps support rapid increases in call handlers when required. And disaster recovery has also been improved as data is now stored in a central database.

A "user environment management" feature is also part of the package and enables the monitoring of staff performance and supervision of their experience while on the desktop, as well as controlling login times.

The thin-client model was designed and implemented by Esteem Systems.