Ablaze Infosys saves more than 4,000 it hours annually with Windows® 7 Professional - case study
Windows 7 Customer Solution Case Study Ablaze Infosys Saves More Than 4,000 IT Hours Annually with Windows® 7Overview “Windows 7 is just faster overall. It starts faster, resumesCountry or Region: IndiaIndustry: IT Services and Solutions faster, and responds faster than anything I’ve seen, so users know they can accomplish more in less time. ThisPartner ProfileAblaze Infosys provides leading IT services system is really a win-win for everyone.”and solutions, including helpdesk and on Vivek Gupta, Founder and Director, Ablaze Infosyssite support, as well as customizedintegration services for small- to medium- In 2000, Vivek Gupta launched Ablaze Infosys, an IT services andsized businesses across the region. solutions company that today has become one of the fastest-Business Situation growing IT companies in India, providing customized solutions andAblaze Infosys wanted to provide faster,easier ways of communicating IT issues for services to more than 170 small- to medium-sized businessesits customers, and better and easier across the country.remote connectivity for its’ in-house staff.Solution Since Ablaze Infosys offers on-site solutions to its customers,By deploying Windows 7, Ablaze Infosyswas able to reduce IT resolution time and having reliable mobile technology is imperative to success. Inprovide more remote support, resulting in addition, the company’s leaders wanted to find a way to reduce thefaster solutions and more productivity foreveryone involved. time it took to solve help desk issues so IT staff could spend more time focusing on developing innovative new solutions to serve itsBenefits ~4,000 hours saved annually growing client base. ~70% of tickets solved remotely ~30% faster resolution time TTR With the power of the Windows® 7 operating system, Ablaze Infosys found a fast, stable, intuitive way of reducing IT solution times, enhancing mobile capabilities and boosting productivity for both its employees and customers.
“We’re putting in all the Situation step screenshots of every issue and share Ablaze Infosys’ customers wanted to find a these images with their technicians remotely,right ingredients: way to simplify and improve the way they so both users and technicians can see whatsimplicity, reliability and communicated IT issues so they could get is happening without having to spend hours them resolved faster. It was often difficult for recreating the issue before being able tospeed.” customers, who are largely non-technical, to solve it.Steve Ballmer, Chief Executive Officer, translate the issue in enough detail, resultingMicrosoft Corporation in technicians having to travel to customer This system is also built with an energy- sites to diagnose the problem before efficient design, which automatically shuts off beginning work to find a solution. This took components when not in use and adjusts several hours or in some cases up to half a screen display brightness for changing day, causing frustration and loss of conditions. With the improved networking productivity for both parties. capabilities, users can now rely on their laptops lasting longer and being able to find Since Ablaze Infosys’ technicians were often the right networks faster than ever before. tasked with working on-site for special assignments, they required a stable, efficient Benefits system that would enable them to work for many hours in the field. Legacy systems often Reducing Costly Downtime consumed significant amount of energy and The Windows 7 Problem Steps Recorder would take several minutes to locate feature facilitates faster solutions with its available wireless networks and printers, ability to take step-by-step screen recordings which the technicians then had to review in of every issue. With previous systems, users order to find the right one. had to try to explain what was happening to technicians, who in turn had to try to recreate It became clear to Ablaze Infosys that it had the problem before being able to test a to find a better way to communicate and solution and provide the fix. Now, solving resolve IT issues, and improve remote access issues is simple and hassle-free, reducing“Now that we have in order to solve issues faster and enhance productivity for everyone involved. frustration and costly downtime.Problem Steps Recorder, Vivek points out that this feature iswe can solve 60-70 Solution particularly helpful for Ablaze Infosys’ To accomplish this, Ablaze Infosys, a customers and technicians, as it removespercent of [on-site help Microsoft® Gold Certified Partner, deployed language barriers. “The English literacy leveldesk requests] remotely, Windows 7 Professional on its own PCs, and those of its customers. Since Windows 7 is a in this region is often quite low, so it is understandably challenging for ourreducing unproductive fast, efficient, and reliable system, users customers to try and explain issues to ourcommuting time and spend less time communicating and solving IT issues. As Steve Ballmer, Chief Executive technicians in exact detail. Because of this, our technicians have to travel up to 100 kmsaving us – and our Officer of Microsoft pointed out in early 2009, to visit a customer’s site and then recreate,customers – hundreds “We’re putting in all the right ingredients: simplicity, reliability and speed.” diagnose and solve problems, which could take up to half a day,” he said. “Now that weof hours over the course have Problem Steps Recorder, we can solveof a year.” With this new operating system, users can communicate IT issues clearly and effectively, 60-70 percent of these cases remotely, reducing unproductive commuting time andVivek Gupta, Founder and Director, Ablaze so technicians can solve them in less time. A saving us – and our customers – hundreds ofInfosys new feature enables users to take step-by- hours over the course of a year.”
“The enhanced laptop One of the most devastating occurrences in “The networking solutions included with any business is the accidental or unexpected Windows 7 are incredibly useful for us,” saysbattery life with Power loss of a document. If a system crashes or Gupta. “We often send technicians out to ourManagement, the loses power, or if a user accidentally deletes customer sites to help them with routine an important file, several hours could be lost technical issues, in addition to the on-siteintuitive network due to having to reassemble vital information. visits made for solving help desk issues. Theconnectivity via Network Windows 7 Advanced Backup enables users enhanced laptop battery life with Power to back up a single PC – or the entire Management, the intuitive networkConnection Wizard, and network. The Restore Previous Versions connectivity via Network Connection Wizard,Location Aware Printing, allows users to return to an earlier version of and Location Aware Printing, are all integral a file if it is accidentally deleted or modified. components that allow us to serve our clientsare all integral quickly and efficiently.”components that allow “Advanced Backup and Restore Previous Versions are probably the best features of The Partner Opportunityus to serve our clients Windows 7,” says Gupta. “They make our Ablaze Infosys now sees more opportunity toquickly and efficiently.” clients feel safer because if they do strengthen and grow customer relationships accidentally delete important information, we as the company continues to expand into theVivek Gupta, Founder and Director, Ablaze can help them retrieve it remotely, saving future. With reduced IT resolution time andInfosys them time and anxiety.” more streamlined remote access, the company can focus more energy on large- Boosting Productivity scale customer deployments and innovative Ablaze Infosys often sends its technicians to strategic projects. its customers’ places of business to address IT issues or work on special long-term According to Gupta, the new efficiencies in assignments. So it is crucial for IT Windows 7 help give time-pressured professionals to have a long-lasting and employees and customers more productive reliable system that easily adapts to new work days. “Windows 7 is just faster overall. It network environments. starts faster, resumes faster, and responds faster than anything I’ve seen, so users know With Windows 7 Power Management, laptops they can accomplish more in less time” he now can last longer than ever before. This said. “This system is really a win-win for feature automatically shuts down everyone.” applications that are not in use and even adjust screen brightness to save on energy consumption. Another valuable feature for mobile computing is Location Aware Printing, which detects the default network printer in any setting. Also, Network Connection Wizard helps detects the right wireless connections in new environments to help Ablaze Infosys’ staff to get set up and running quickly in each new setting.