Windows 7                                                Customer Solution Case Study                                     ...
“With Windows 7, we’ve                          Situation                                          Windows 7 provides an i...
With Windows 7 Desktop Search, users can          environment and it reduces costs. This is a                             ...
For More Information                                              Windows 7For more information about Microsoft           ...
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IT Oost Nederland Resolves Help Desk Issues 75% Faster With Windows 7 Professional


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IT Oost Nederland Resolves Help Desk Issues 75% Faster With Windows 7 Professional

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IT Oost Nederland Resolves Help Desk Issues 75% Faster With Windows 7 Professional

  1. 1. Windows 7 Customer Solution Case Study IT Oost Nederland Resolves Help Desk Issues 75% Faster With Windows® 7Overview “If our customer’s IT system is down, their business isCountry or Region: NetherlandsIndustry: IT Services down. With Windows 7, this is a problem of the past. Downtime is essentially eliminated.”Partner Profile Edward Lohuis, Director, IT Oost Nederland BVIT Oost Nederland provides IT consultancy,maintenance and helpdesk support to mid-sized businesses across the east part ofthe Netherlands. Based in the Enschede region of the Netherlands, IT Oost Nederland BV is an IT solutions company that focuses on systemBusiness SituationIT Oost Nederland’s customers needed integration, technical consulting, and maintenance support forfaster, easier ways to conduct everyday small and mid-sized businesses in healthcare, government,business tasks, heighten security and education, financial services, construction, and industry.quickly solve IT issues without cutting intobottom line profits. The company’s customers wanted to find a way to enhanceSolution productivity and security while minimizing costs by updating theirBy deploying Windows 7, IT Oost Nederlandwas able to simplify data backups, more outdated, inefficient systems. IT Oost Nederland wanted to helpeasily locate files and network printers, and them do just that – while also employing a system that couldexpedite problem resolution. improve network and communication issues, and solve IT problemsBenefits faster. 75% faster ticket resolution 40% productivity increase By deploying the Windows 7 Professional operating system, IT Oost ® Nederland was able to boost and simplify data backups and network searches, enhance problem recreation and solutions, and reduce power consumption – all while saving on energy costs.
  2. 2. “With Windows 7, we’ve Situation Windows 7 provides an intuitive and efficient IT Oost Nederland’s customers needed to find way to back up system files, reducingmatched hardware a way to improve the way they communicated downtime and frustration for users. “If ourimprovements with some technical issues so they could resolve them customer’s IT system is down, their business faster. Trying to explain a problem and then is down,” says Edward Lohuis, director of ITinvestments of our own. having technicians diagnose and repair it Oost Nederland. “With Windows 7, this is aWith Windows 7 we are on based on explanations alone took days. This problem of the past. Downtime is essentiallytrack to have a smaller OS resulted in significant downtime, frustration, eliminated.” and loss of productivity.footprint; an improved user Besides all these, Windows 7 enhancesinterface that should allow In addition, vital tasks like backing up communication between technician and network files were time-consuming and customer with a feature that allows users tofor faster boot-up and shut- confusing. Customers had to spend hours record and share screenshots, eliminatingdown times; improved attempting to figure out how to having to explain or spend time recreating ITpower management for comprehensively back up everything and then issues. Also, since Windows 7 is equipped wait for the system to perform its task. Others with energy-efficient capabilities that turn offenhanced battery life; simply chose to delay the procedure while unnecessary components when not in use, ITenhanced media attending to other pressing matters, thus Oost Nederland’s customers also save on risking the loss of crucial information should power – and costs.capabilities; and increased an unexpected outage occur.reliability, stability and Benefits IT Oost Nederland knew that it needed tosecurity.” help its customers simplify communication Simplifying Essential TasksBrad Brooks, Corporate Vice President, and data issues so they could spend less The Windows 7 Advanced Backup featureWindows Consumer Product Marketing time worrying and problem-solving, but it had enables users to schedule data backups for to find a cost-effective solution that would not an entire network, eliminating the need to do put undue financial stress on customers’ so manually. “Before Windows 7, backing up businesses. an entire network was a complicated and time-consuming process,” said Lohuis. “Now, Solution all it takes is one click, and it’s done.” To accomplish this, IT Oost Nederland, a Microsoft® Gold Certified Partner, updated Windows 7 Location Aware Printing, which its partners’ software systems to Windows 7 automatically detects new default printers Professional. This new operating system is a when moving from network to network, helps safe, fast and energy-smart technology that give users significant time-savings over simplifies navigation and use. According to legacy systems. As Lohuis points out, “When Brad Brooks, Corporate Vice President of we’re going from customer to customer, it is“Before Windows 7, backing Microsoft Windows Consumer Product really a hassle to map and find printers. Marketing at Microsoft, Windows 7 delivers Having huge printer lists from all theup an entire network was a advancement on a number of levels. “With networks and then trying to find and connectcomplicated and time- Windows 7, we’ve matched hardware to the right one gets annoying. It might sound improvements with some investments of our like a small thing, but being able to find theconsuming process. Now, all own,” he says. “With Windows 7, we are on right printer in a snap, thanks to Windows 7,it takes is one click, and it’s track to have a smaller OS footprint; is a huge time saver.” improved power management; and increaseddone.” reliability, stability, and security.”Edward Lohuis, Director, IT Oost Nederland BV
  3. 3. With Windows 7 Desktop Search, users can environment and it reduces costs. This is a find files and records from throughout a win-win for everyone.” network simply by typing a query into the Instant Search box. Now they can spend less By bringing its customers accelerated search time searching for important files and and simplified backup capabilities, alongside applications – and have more time to improved communication and energy-savings, perform core business functions. IT Oost Nederland can continue to save costs for both the company and its customers – Improving Communication contributing to enhanced productivity and Accurate problem recreation is essential to bottom line growth for everyone involved. finding solutions quickly, and with Problem Steps Recorder, technicians can now rely on having screen shots of every user’s issue. When IT Oost Nederland’s customers record and share these screen shots with technicians, the time to diagnose and solve the problem is dramatically decreased. What’s more, users can retain these files for future reference, and even use them as training manuals to better equip new workers. According to Lohuis, “Recreating failures and diagnosing problems is the hardest and most important part of help desk troubleshooting. The Problem Steps Recorder has removed practically all obstacles because it delivers a precise picture of exactly what’s happening. What once took hours can now be solved in minutes with Windows 7.” The Partner Opportunity IT Oost Nederland sees great potential in the business opportunities presented by Windows 7. Not only does this new system“Windows 7 dramatically provide significant enhancements toreduces power used overall. communication and boost productivity, but itIts ability to minimize also has the added benefit of cutting down costs.consumption – especiallywhen our systems are idle – With Power Management, unneeded system PC components are turned off automatically,is good for the environment boosting performance while saving on energyand it reduces costs. This is costs. “Windows 7 dramatically reduces power used overall,” said Lohuis. “Its abilitya win-win for everyone.” to minimize consumption – especially whenEdward Lohuis, Director, IT Oost Nederland BV our systems are idle – is good for the
  4. 4. For More Information Windows 7For more information about Microsoft Faster and more reliable: Windows 7 will helpproducts and services, call the Microsoft your organization use information technologySales Information Center at (800) 426- to gain a competitive advantage in today’s9400. In Canada, call the Microsoft new world of work. Your people will be able toCanada Information Centre at (877) 568- be more productive anyway. You will be able2495. Customers who are deaf or hard-of- to support your mobile work force with betterhearing can reach Microsoft text telephone access to shared data and collaboration(TTY/TDD) services at (800) 892-5234 in tools. And your IT staff will have better toolsthe United States or (905) 568-9641 in and technologies to enhance corporate ITCanada. Outside the 50 United States and security, data protection, and more efficientCanada, please contact your local deployment and management.Microsoft subsidiary. To access informationusing the World Wide Web, go For more information about Windows 7, go to: more information about IT OostNederland BV products and services, call(074) 850 42 00 or visit the Web site Software and Services  Products − Windows 7 Professional© 2009 Microsoft Corporation. All rights reserved. This casestudy is for informational purposes only. MICROSOFT MAKES NOWARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.Microsoft® and Windows® are either registered trademarks ortrademarks of Microsoft Corporation in the United States and/orother countries. All other trademarks are property of theirrespective owners.Document published June 2009