Peak Support Services Speeds Core Processes, Boosts Customer Productivity with Windows 7 Professional
Windows 7 Customer Solution Case Study Microsoft® Small Business Specialist Speeds Core Processes, Boosts Customer Productivity with Windows® 7Overview “With Windows 7, technical problems that sometimesCountry or Region: UKIndustry: IT Services took days are now solved in minutes – so our customers don’t have the excessive downtime that teyPartner ProfilePeak Support Services provides small might have had in the past.”business hardware and software support, Guy Gregory, Technical Specialist, Peak Support Services Ltd.matching IT solutions to specific businessneeds. UK-based Peak Support Services specializes in small business hardware and software support. It helps companies raise theirBusiness SituationPeak Support’s customers needed a fast, standard of communications and operations by conducting in-depthefficient way to communicate technical analyses to deliver tailored solutions.issues, and reduce reboot and startuptimes. Most Peak Support customers seek desktop/server support,Solution consulting, infrastructure services, and training. They wantUsing Windows 7, Peak Support sped up solutions that provide tangible results. Peak Support’s Technicalboot and resume times for existinghardware; easily organized information, Specialist, Guy Gregory says, “[Our customers] won’t pay forand reduced time to resolve support cases, premium features if the technology doesn’t provide a real,resulting in increased customer significant improvement to what they are doing.”satisfaction.Benefits Peak Support customers wanted to communicate maintenance Reduced Helpdesk costs issues better, and reduce stoppages and sluggish boot times. With Improves time-to-resolution the Windows® 7 Professional operating system, Peak Support sped up boot and resume times for existing hardware, easily located and organized information across the network, and reduced support case resolution time.
“I believe Windows will Situation Peak Support Services’ customers needed to Using Windows 7, speed and efficiency hasremain at the center of find a way to better communicate technical been dramatically increased, and Peakpeoples technological issues, as they often found it difficult to relay Support’s technicians can more easily assess exactly what was happening, or accurately and solve problems without having to wait forsolar system. Were recreate the problem for Peak Support long rebooting or startup times. “I’m reallyputting in all the right technicians. As a result, it was challenging to impressed with Power Management, as it quickly pinpoint exactly what the issue was facilitates faster power ups than anything I’veingredients: simplicity, before finding a solution. This was not only ever seen before,” says Gregory. “Myreliability and speed.” frustrating for both Peak Support’s customers machine lasts longer, and goes into and and technicians, but also resulted in comes out of hibernation seamlessly. This willSteve Ballmer, Chief Executive Officer, significant downtime just to establish the definitely add to my work flexibility.”Microsoft Corporation parameters of the problem. In addition to these productivity On top of that, simple tasks like booting and advancements, Windows 7 also streamlines resuming systems ate into valuable work communication between technicians and time, and operating systems couldn’t handle customers. Now, both parties can see exactly having multiple windows open, so technicians how an issue occurred and was resolved, had to wait for the system to catch up. They record this information, and easily access it also experienced downtime having to sit and for future reference. wait while systems located and accessed important files that were dispersed across Benefits the network. Faster Routine Tasks Peak Support knew it had to find a solution The Windows 7 Aero® Enhancements allow that would ease the communication between users to place several windows side-by-side technician and customer, radically reduce with a simple keystroke or click of the mouse, wait time for file searches, boot and resume and then “snap,” “peek,” and “shake” these times, and ultimately speed up its remote windows to arrange them in the way that support solutions so that its customers could makes most sense for each user. spend more time working and less time waiting. The Windows Desktop Search and Jump Lists features enable users to execute fast, easy Solution file searches. With Windows Desktop Search, To reach this goal, Peak Support Services, a users can simply type questions or phrases in Microsoft Gold Certified Partner and the Instant Search box to find files and Microsoft Small Business Specialist, turned folders across an entire network in seconds. to Windows 7 Professional. Since Windows 7 And Jump Lists show users which files they’ve is a faster, more responsive system, it helps viewed or accessed most recently while also reduce the time to start up and reboot, and to keeping commonly accessed files handy, so locate files. It also helps simplify overall users can see all their recent and important navigation. As Steve Ballmer, Microsoft Chief files in one unified view. Executive Officer pointed out in early 2009, “I believe Windows will remain at the center of peoples technological solar system. Were putting in all the right ingredients: simplicity, reliability and speed.”
Files that are related or similar in nature can The Partner Opportunity be grouped into easy-to-find Libraries, so Peak Support can see new opportunities on users can quickly access things like customer the horizon thanks to the significant records, emails, and applications. All users advancements of Windows 7. Since their have to do is mouse over an application or customers rely on real, tangible results, Peak task file to get a visual representation of the Support is now able to demonstrate how time content available. So now, users can find files can be saved – and productivity boosted – easily, without having to scour the network with the new Windows 7 capabilities. for information, or wait for files to load with multiple windows open, making problem With the heightened speed and solving faster and easier than before. responsiveness, and the enhanced ways of communicating and solving IT challenges The Windows 7 ReadyBoost™ feature speeds enabled by Windows 7, Peak Support has up system response times, so there’s less brought new levels of productivity to its wait time when starting up or rebooting, customers and has reduced the time required which is often required when trouble-shooting for routine maintenance issues. and checking to determine whether technicalProblem Steps Recorder upgrades and solutions have been “It has boosted overall customer satisfaction successful. while at the same time making us morehas eliminated many of efficient, productive, and profitable,” saidthe communication Enhanced Communication Gregory. “It’s really a win-win for everyone The most critical aspect of helping customers involved.”problems we’ve had in solve IT problems is having the ability tothe past. record each step of the trouble-shooting – and solving – process, reducing frustrationGuy Gregory, Technical Specialist, Peak for both technicians and customers. WithSupport Services Ltd. Windows Problem Steps Recorder, users can capture screenshots and keystrokes for every issue, which can be sent to technicians for review. “Problem Steps Recorder has eliminated many of the communication problems we’ve had in the past,” says Gregory. This powerful tool enables technicians and customers to clearly understand what’s happening at each end of the process, and because the Problem Steps Recorder can record screenshots, solutions can easily be stored and accessed again in the future. This feature also facilitates the development of procedural manuals for customer training and reference.