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India-based IT Service Provider Cuts Help Desk Time by 20% with Windows® 7 Professional - Case Study


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India-based IT Service Provider Cuts Help Desk Time by 20% with Windows® 7 Professional - Case Study

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India-based IT Service Provider Cuts Help Desk Time by 20% with Windows® 7 Professional - Case Study

  1. 1. Windows 7 Customer Solution Case Study India-based IT Service Provider Cuts Help Desk Time by 20% with Windows® 7Overview “[Problem Steps Recorder] has the potential for bigCountry or Region: IndiaIndustry: IT Services time savings.” Krishna Kishore, Business Development Manager, Systech ServicesPartner ProfileLaunched in 1998 in Bangalore, India,Systech Services provides smallbusinesses with full-service technicalsupport and consulting, as well as Based in India, Systech Services provides small businesses withhardware and software sales. comprehensive, turnkey technology solutions. Their services spanBusiness Situation the full cycle of technology solutions: planning and discovery, setupSystech needed a more economical,resourceful platform that would cater to and integration, ongoing monitoring and management, and helpbudget-minded customers, while desk functions. They also offer some hardware and software sales.streamlining their internal supportcapabilities. Since its launch in 1998, Systech has enjoyed steady growth andSolutionWith Windows 7, Systech Services has has gained a solid reputation as one of the most reliable, customer-greatly improved its support capabilities focused IT providers in India. The company’s 17 engineers andand the value of its software offerings, aswell as their own internal efficiency. technicians focus on premium service, ongoing internal education, and innovations designed specifically for today’s busy, budget-Benefits Cuts help desk time by 20% conscious businesses. Allows more frequent backups Leverages existing hardware By deploying the Windows® 7 operating system, Systech has been empowered to offer its clients an unsurpassed level of service, especially for troubleshooting technical issues.
  2. 2. “Windows 7 Situation Solution With small and medium-sized businesses The new Windows 7 Professional operatingProfessional is the comprising 80% of its client base, Systech is system from Microsoft® offers the speed,recommended choice very familiar with the unique challenges faced stability, and scalability demanded by small by companies that don’t have the resources businesses and the companies that servefor small businesses, of larger corporations. Their clients are very them. “Windows 7 Professional is thewhere security and cost-sensitive, and it can often be a struggle recommended choice for small businesses... for Systech to help business managers where security and productivity are critical,”productivity are critical.” recognize the value of investing in technical notes Mike Ybarra, Windows GeneralMike Ybarra, Windows General Manager, services. Manager at Microsoft. After deployingMicrosoft Corporation Windows 7 internally, Kishore and his team Krishna Kishore, the company’s Business were highly impressed by the system’s Development Manager, is tasked with advanced features and functionality, as well generating more qualified leads and closing as its overall ease of use and reliability. more sales. He needed a value-rich platform that would make it easier for him to convince Benefits customers of the strategic value of Systech’s solutions. A New Level of Support With the Problem Steps Recorder feature, Quality of support is paramount to the Systech’s help desk capabilities have greatly success of Systech’s help desk department. expanded. Instead of dissecting technical While some of their customers have on-site IT issues through long phone calls or visits to departments, many others do not. For those client locations, the support team can quickly who don’t, “we’re the point of contact for our diagnose problems by having the customer small business customers that need record screen shots and keystrokes. solutions for their technical problems,” says Technicians can also use Problem Steps Kishore. “They come to us when they need Recorder to record visual training materials troubleshooting, and we need the resources for customers. “[Problem Steps Recorder] to respond quickly and productively.” He has the potential for big time savings and far estimates that roughly 30% of all support fewer remote troubleshooting visits for us,” calls require an on-site client visit to diagnose Kishore notes. and resolve the issue, since many non- technical administrators have trouble The Windows 7’ Action Center has also“We’re the point of explaining it over the phone. helped to streamline Systech’s supportcontact for our small process. By presenting all system Systech also sought a feature-rich platform maintenance alerts and security informationbusiness customers that that would offer more control over the in one central, easily navigable location, theneed solutions for their interface and desktop display, improved Action Center reduces the plethora of power management, and more reliable confusing system messages that used totechnical problems. We backup functions, all of which would help prompt an influx of help desk calls to Systech.need the resources to reduce the duration of tasks and streamline daily operations.respond quickly andproductively.”Krishna Kishore, Business DevelopmentManager, Systech Services
  3. 3. For More Information Leveraging Existing Investments Windows 7For more information about Microsoft The economical design of Windows 7 makes Faster and more reliable: Windows 7 will helpproducts and services, call the Microsoft it a popular choice among Systech’s budget- your organization use information technologySales Information Center at (800) 426- minded clients. Since it’s not resource- to gain a competitive advantage in today’s9400. In Canada, call the Microsoft hungry, it can run efficiently on most pre- new world of work. Your people will be able toCanada Information Centre at (877) 568- existing hardware, requiring a minimal cost be more productive anyway. You will be able2495. Customers who are deaf or hard-of- investment for big improvements in features to support your mobile work force with betterhearing can reach Microsoft text telephone and reliability. 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 “People want new technology, but they’re and technologies to enhance corporate ITCanada. Outside the 50 United States and reluctant to pay for new hardware,” Kishore security, data protection, and more efficientCanada, please contact your local says. “If they can use the same PCs and deployment and management.Microsoft subsidiary. To access information servers they already have, they’ll be muchusing the World Wide Web, go to: more likely to find room in their budgets for For more information about Windows 7, go the new Windows 7 platform.” more information about Systech Power ManagementServices products and services, call + 91 Another key advantage of Windows 7 is the80 4120 9911 or visit the Web site at: improved power management Kishore appreciates the extended battery life, a big convenience for mobile consultants. The platform’s efficient, low-resource design also requires less power to run, a major benefit in light of India’s high electricity costs. Peace of Mind Before Windows 7, Systech’s backup strategy was time-consuming and not as reliable as it would have liked. Now, with the Advanced Backup functionality in Windows 7, Kishore and his team are able to capture an image of the entire network with just one click, making full system restores almost effortless. The Restore Previous Version feature extends that protection by allowing users to instantly restore the last version of a document in the event that it’s accidentally deleted. 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