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Windows 7 Professional helps to Drive Greater Customer Satisfaction and Efficiency for IT Firm
Windows 7 Professional helps to Drive Greater Customer Satisfaction and Efficiency for IT Firm
Windows 7 Professional helps to Drive Greater Customer Satisfaction and Efficiency for IT Firm
Windows 7 Professional helps to Drive Greater Customer Satisfaction and Efficiency for IT Firm
Windows 7 Professional helps to Drive Greater Customer Satisfaction and Efficiency for IT Firm
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Windows 7 Professional helps to Drive Greater Customer Satisfaction and Efficiency for IT Firm


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Windows 7 Professional helps to Drive Greater Customer Satisfaction and Efficiency for IT Firm …

Windows 7 Professional helps to Drive Greater Customer Satisfaction and Efficiency for IT Firm

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  • 1. Windows 7 Customer Solution Case Study OS Seen as Driver of Greater Customer Satisfaction and Efficiency for IT FirmOverview “Making money is directly tied to keeping customersCountry or Region: United StatesIndustry: IT Consulting, Professional happy. Features like Problem Steps Recorder areServices amazing tools that will help us capture and solveCustomer Profile problems faster.”itSynergy of Phoenix, AZ, delivers Michael Cocanower, president of itSynergycomprehensive IT products and services tomore than 200 small and mid-sizecustomers. The firm has 10 employees and20 computers. itSynergy, Phoenix, Arizona, provides technology solutions to over 200 small and mid-size customers while driving their businessesBusiness SituationPaying attention to customer satisfaction strategically and achieving bottom-line results. The consulting firmas well as operational efficiencies are the has been invited to be part of the Windows® 7 Professional pre-two main business challenges for the ITfirm. launch program called Ignite. itSynergy earned this honor because of a proven commitment to excellence and its past achievementsSolutionFeatures in Windows 7 are helping drive as a Microsoft® Gold Certified Partner. The firm‟s constant attentionincreased customer satisfaction and get IT to improving customer satisfaction and operational efficiencies hasconsulting work done faster. helped it take advantage of a number of new features in theBenefits Windows 7 operating system. For example, engineers are Deployment Accelerates By 50 Percent Better Battery Management Increases connecting to networks faster, able to extend the amount of work Productivity Up to 40 Percent done on laptops, find data and files faster, and are able to more Efficient Network Connections Speed Workflow rapidly solve computer problems. Pin-Point Search Results Action Center Helps Drive Faster Solutions
  • 2. Situation features in Windows 7 that are making thatServing more than 200 businesses, itSynergy kind of positive impact.”utilizes the latest Microsoft® technology tobuild, develop, deploy and support solutions Solutionthat efficiently drive bottom-line results for itSynergy has found several features withinsmall and mid-market clients. As a Microsoft Windows 7 that are helping to increaseCertified Gold Partner and being lead by one customer satisfaction and streamline its ownof just 51 Microsoft Small Business Server® business.MVP‟s in the world, itSynergy supportscompanies who seek a trusted advisor with Snap, Shake, Peekthe highest credentials in the industry. The IT The Windows Aero® Snap feature allowsfirm has 10 employees and over 20 windows to be viewed side-by-side bycomputers—a powerful combination of dragging windows to borders, left and right.laptops, desktops and servers. Grab and shake the foremost screen to make all other screens behind disappear. The PeekThe two key business challenges for itSynergy feature is invoked by clicking on the lowerare customer satisfaction and operational right hand Show Desktop rectangle. Theefficiency. These are not business problems desktop is immediately visible to viewper se, but on-going areas of focus for the gadgets and other desktop icons. Click againconsulting firm. to restore all open windows. These features are allowing itSynergy engineers to navigate“Customer satisfaction is the bellwether of through documents and projects moreour success,” noted Michael Cocanower, efficiently, saving valuable time whilepresident of itSynergy. “Keeping the customer managing costs.happy means we‟re doing things right interms of products, service, cost management, Network Connection Wizarduptime, etc.  Network Connection Wizard provides easier desktop connection to wireless, VPN and LAN“Running our IT consulting business more networks. For itSynergy, this meansefficiently is also one of those perennial engineers can more quickly identify andobjectives. We look for tools and technology connect or disconnect from networkthat will speed up workflow and allow us to connection options within a single more with less. Location Aware PrintingBecause of its outstanding reputation as one As technicians move from one network toof Microsoft‟s leading small business another, Location Aware Printingpartners, itSynergy has been invited to automatically recognizes each new defaultparticipate in the Windows 7 beta program printer.known as “Ignite.” A current customer of thefirm and the firm itself are currently using Taskbar CustomizationWindows 7.  Jump Lists allow users to see the most recent files by right-clicking on the taskbar. Also,“We use what we sell,” said Cocanower. “We right-clicking on an application icon such aslean heavily on the same technologies we Microsoft Office Word will show the mostrecommend to clients to create efficiencies in recent Word documents.our own business. We are discovering
  • 3. Hibernate, Sleep “Obviously, Microsoft streamlined the wholeWindows 7 starts up, shuts down, resumes process with fewer prompts and movingfrom standby and responds faster. For questions up front rather than asking foritSynergy users, this means technicians can information throughout the install. In otherquickly get back to work as they move from words, you don‟t have to babysit any longer,”one client or project to another. continued MacLachlan.Federated Search Faster Resume and Boot Times MakeWhile searching within Windows 7, itSynergy Engineers More Efficientusers have enhanced features that deepen “The Hibernate/Sleep features help us tosearch capabilities, essentially making resume working much faster,” saidWindows 7 a giant search engine that scours MacLachlan. “It‟s stable and brings us backlocal PCs, HomeGroup, network, external up and running and still connected to thedrives, and the Internet. network. This is something we couldn‟t count on with Vista.”Problem Steps RecorderProblem Steps Recorder enables itSynergy Efficient Network Connections Speedusers to capture the keystrokes and Workflowassociated screen for any computer problem “The Network Connection Wizard speeds upfor a faster, precise diagnosis. Training my workflow by rapidly connecting to any typetutorials can also be created quickly. of network I need, whether Wi-Fi, Mobile Broadband, dial-up or corporate VPN,” saidPower Management Robert Vasquez, systems engineer, itSynergy.Laptop batteries last longer with power- “In addition, the user interface is intuitive andsaving features like Battery Power easy to use. It even works with wirelessManagement. networks that don‟t broadcast an SSID.Advanced Backup “The Network Connection Wizard isAdvanced Backup easily backs up any file, particularly helpful to less technically orientedincluding all local files, or an entire business customers,” noted MacLachlan. “It reduces ITnetwork. costs for the customer and adds incremental value to the overall service we provide.”Action CenterAction Center consolidates alerts from 10 Easy How-To TutorialsWindows features that deal with security and “Problem Steps Recorder helps ourmaintenance. customers precisely capture computer problems; it‟s a power „How-To‟ recordingBenefits device for customer training purposes,” saidDeployment Accelerates By 50 Percent John Leschorn, senior systems engineer,“The Windows 7 installation process is the we‟ve seen in years,” noted Mark D.MacLachlan, infrastructure team manager, Revenue Increases AnticipateditSynergy.”We initially did a 32-bit and a 64- “Making money is directly tied to keepingbit install that took about 45 minutes, about customers happy,” said Cocanower.half the time of XP. “Features like Problem Steps Recorder are amazing tools that will help us capture and solve problems faster.”
  • 4. “Searching with Windows 7 and IE 8 has“In minutes, the Problem Steps Recorder also been significantly enhanced,” notedhelps us quickly create customer tutorials Leschorn. “Federated Search is deeper andthat otherwise would take a half hour or more more powerful. It goes beyond key words toto develop. scour at the control panel and command levels. And, within IE 8, Accelerators and Web“The buzz associated with Windows 7 has Slices make finding and updating webbeen very well received by our customers,” information extremely easy.said Cocanowner. “Many of them skippedWindows Vista, but are planning to upgrade “In addition, the auto-suggestion featureto Windows 7 as soon as it‟s available.” within IE 8 speeds searches by identifying the most common search phrases, reducingBetter Battery Management Increases search time while increasing relevancy and inProductivity Up to 40 Percent turn increasing productivity.”“We‟re seeing a 30 to 40 percent increase inlaptop battery life with the new Power Solid Reliability, Faster FixesManagement feature,” said Vasquez. “And “The 64-bit version of Windows 7 is very solidmore battery life translates into more and reliable,” said MacLachlan. “By contrast,productivity. Boot time is 2-3 times faster Windows Vista locked up on me 2-3 times athan Windows Vista. That means we‟re day. When I did have an issue with an anti-productive that much quicker as well.” virus program, Windows 7 identified a DLL error giving me the information I needed to fixAnnoyance Down, Navigation Up it.“The annoyance factor is gone,” noted RobertVasquez, systems engineer, itSynergy. “Though Windows Vista would identify some“Features like Peek and un-pinned Gadgets errors, only Windows 7, with its enhancedmake navigating the desktop faster and more reporting system, solved the problems thatfunctional. have been haunting me and my computer for over a year.“The User Account Control feature inWindows 7 allows us technicians to fine-tune “Windows 7 has better reporting for installingthe level of security interruptions that new hardware drivers. A video card drivermatches our style of work. Customers also previously running under Windows Vistalike the ability to dial up or down the security turned out to be flaky. Windows 7level,” continued Vasquez. automatically went out to the Internet and found the right replacement. VeryPin-Point Search Results impressive.”“Windows 7 Federated Search integratedwith IE 8 delivers more search power than Automatic “Didn’t Remember” Backupsever before,” noted Leschorn. “Deep “Advanced Backup is a feature that willsearches across the network and Internet benefit a lot of our clients because they don‟tproduce more pinpointed results. Slices and remember to do it, don‟t know how or both,”Accelerator features within IE8 make finding said Vasquez. “This Windows 7 featureand tracking information even easier and makes it simple to set up and automatic tomore convenient. run.”
  • 5. For More Information Action Center Helps Drive Faster Windows 7For more information about Microsoft Solutions Faster and more reliable: Windows 7 will helpproducts and services, call the Microsoft “Action Center is very helpful as a single your organization use information technologySales Information Center at (800) 426- place to go to solve problems. It found a to gain a competitive advantage in today‟s9400. In Canada, call the Microsoft couple of driver issues when I first installed new world of work. Your people will be able toCanada Information Centre at (877) 568- Windows 7,” said MacLachlan. “But the best be more productive anyway. You will be able2495. Customers who are deaf or hard-of- part was that it actively searched the Internet to support your mobile work force with betterhearing can reach Microsoft text telephone for a solution.” 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 to: For more information about Windows 7, go more information about itSynergyproducts and services, call 602-297-2400or visit the Web site Software and Services Hardware  Products  Lenovo − Microsoft Windows 7 Professional  HP − Microsoft Windows Vista Professional − Microsoft Office 2007 Professional − Windows Small Business Server 2008This case study is for informational purposes only. MICROSOFTMAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THISSUMMARY.Document published July 2009