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