Bhinneka Mentari Dimensi Saves 550 Help Desk Hours Annually with Windows 7 Professional

1. Windows 7
Customer Solution Case Study
Microsoft® Certified Gold Partner Saves 550
Help Desk Hours Annually with Windows® 7
Overview “I would estimate that this year, Windows 7 will save
Country or Region: Indonesia
Industry: Hardware, Software and IT
us 550 hours in help desk engineer time alone.”
Services Rangga Bima, Pre-Sales Engineer, Bhinneka Mentari Dimensi
Partner Profile
Bhinneka Mentari Dimensi provides
complete IT services to small and mid-sized
businesses. Founded in 1994, Bhinneka Mentari Dimensi, Indonesia's top IT
retailer, operates three traditional “brick and mortar” stores in
Business Situation
Bhinneka Mentari Dimensi customers Jakarta and an online retail site.
wanted more functionality and reliability
from their computers without adding costs.
The company’s goal is to be Indonesia’s single source for IT
The company also wanted to improve its
own support capability. products and services for small to mid-sized businesses. On an
average, 60% of these customers run Microsoft Windows® Small
Solution
Business Server.
By deploying Windows 7 Professional both
in-house and to customers, Bhinneka
Mentari Dimensi was able improve the The customers understand the huge advantage of working faster
performance of existing PCs without adding
and more efficiently than their competition. Says Rangga Bima, Pre-
downtime or increasing support costs.
Sales Engineer, Bhinneka Mentari Dimensi, “Our customers want IT
Benefits solutions that are affordable – without sacrificing speed, flexibility,
 Customer output up by one-third
or network capability.”
 550 hours help desk time saving
 2.5 hours saved per ticket
The company had to find a solution that was highly reliable,
customizable, and efficient. With Windows® 7 Professional
operating system, it was able to provide speed, stability, flexibility,
and reliability, and reduce its own support costs.

2. “Many of our smaller Situation compatibility with products designed for
Although 60% of Bhinneka Mentari Dimensi’s Windows Vista.”
customers simply don’t customers were running Windows Small
have the budget to Business Server, in-house servers were not Benefits
cost-effective for the remaining 40%.
commit to a large-scale Nonetheless, these customers needed many Connecting Users without Servers
server installation. With of the benefits a network provides, such as For Bhinneka Mentari Dimensi’s customers,
data backup and file- and printer-sharing, at Windows 7 HomeGroups enabled users to
Windows 7, we can give an affordable price. quickly connect up to five computers with or
them the collaboration without a server, creating a miniature version
In order to respond to its customers’ budget of a distributed network. Once linked with a
capabilities of a server, constraints, Bhinneka Mentari Dimensi password, users could easily share files,
without the cost.” needed to find a way to make its support data, and other resources.
services more efficient and cost-effective.
Rangga Bima, Pre-Sales Engineer, Bhinneka Specifically, it needed to reduce the number According to Bima, being able to connect
Mentari Dimensi of help desk tickets it received, and to resolve users without the expense of a full server
the tickets received more quickly. deployment was a tremendous thing. “Many
of our smaller customers simply don’t have
Solution Overview the budget to commit to a large-scale server
To meet both customer and internal needs, installation,” he states. “With Windows 7, we
Bhinneka Mentari Dimensi, a Microsoft Gold can give them the collaboration capabilities
Certified Partner, began deploying Windows 7 of a server, without the cost.”
Professional.
Reducing Support Costs, Improving
A stable and reliable operating system, Speed-to-Resolution
Windows 7 simplifies routine tasks, helps The powerful diagnostic and troubleshooting
partners respond quickly to customer features in Windows 7 have made it easier
requests, and safeguards against malware and more cost-effective for Bhinneka Mentari
and other threats. It also provides powerful Dimensi to address customer support issues.
diagnostic and troubleshooting tools to Using the Windows Troubleshooting Platform,
enable faster ticket resolution while reducing Bhinneka Mentari Dimensi was able to lower
desk side service calls. the overall number of help desk tickets it
receives by making it easier for users to
“We’re helping protect Since Windows 7 was designed with resolve many issues themselves. This
partner investments in compatibility in mind, most software and
devices working on both Windows Vista® and
application automatically monitors settings
and sends information to the Windows 7
Windows Vista as we Windows XP also run seamlessly on Windows Action Center, which offers instructions to
build Windows 7. Our 7. The result is improved performance
without the need for hardware upgrades for
help users with self-troubleshooting.
goal is to maintain very partners and customers alike. When users are unable to resolve issues
high compatibility with “We’re helping protect partner investments
themselves, the Problem Steps Recorder can
shave at least five minutes from each remote
products designed for in Windows Vista as we build Windows 7,” help desk ticket by enabling users to simply
Windows Vista.” says Jon DeVaan, Senior Vice President,
Windows Core Operating System Division.
and easily record the issue they are
experiencing, and send it directly to a
Jon DeVaan, Senior Vice President, Windows “Our goal is to maintain very high Bhinneka Mentari Dimensi consultant. With a
Core Operating System Division detailed, screen-by-screen view of what the

3. For More Information user is experiencing, the consultant can Windows 7
For more information about Microsoft diagnose and repair the issue quickly, Faster and more reliable: Windows 7 will help
products and services, call the Microsoft reducing call times and improving customer your organization use information technology
Sales Information Center at (800) 426- experience. to gain a competitive advantage in today’s
9400. In Canada, call the Microsoft new world of work. Your people will be able to
Canada Information Centre at (877) 568- According to Bima, the savings in time-to- be more productive anyway. You will be able
2495. Customers who are deaf or hard-of- resolution has been tremendous. “I would to support your mobile work force with better
hearing can reach Microsoft text telephone estimate that this year, Windows 7 will save access to shared data and collaboration
(TTY/TDD) services at (800) 892-5234 in us 550 hours in help desk engineer time tools. And your IT staff will have better tools
the United States or (905) 568-9641 in alone,” he states. and technologies to enhance corporate IT
Canada. Outside the 50 United States and security, data protection, and more efficient
Canada, please contact your local Enabling Profitability deployment and management.
Microsoft subsidiary. To access information In all, Bhinneka Mentari Dimensi sees greater
using the World Wide Web, go to: profitability for both their customers and For more information about Windows 7, go to:
www.microsoft.com themselves through increased performance, www.microsoft.com/windows/business
better productivity, and faster issue
For more information about Bhinneka resolution. According to Bima, the move to
Mentari Dimensi products and services, Windows 7 just makes good business sense.
call or visit the Web site at: “Time is money,” he states. “The faster we
www.bhinneka.com accomplish everyday tasks, the more money
we and our customers make.”
Software and Services
 Products
− Windows 7 Professional
© 2009 Microsoft Corporation. All rights reserved. This case
study is for informational purposes only. MICROSOFT MAKES NO
WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.
Microsoft®, Windows® and Windows Vista® are either
registered trademarks or trademarks of Microsoft Corporation in
the United States and/or other countries. All other trademarks
are property of their respective owners.
Document published June 2009