Founded in 1994, Bhinneka Mentari Dimensi, Indonesia's top IT retailer, operates three traditional “brick and mortar” stores in Jakarta and an online retail site. The company’s goal is to be Indonesia’s single source for IT products and services for small to mid-sized businesses. The customers understand the huge advantage of working faster and more efficiently than their competition. Says Rangga Bima, Pre-Sales Engineer, Bhinneka Mentari Dimensi, “Our customers want IT solutions that are affordable – without sacrificing speed, flexibility, or network capability.” 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.
Although 60% of Bhinneka Mentari Dimensi’s customers were running Windows Small Business Server, in-house servers were not cost-effective for the remaining 40%. Nonetheless, these customers needed many of the benefits a network provides, such as data backup and file- and printer-sharing, at an affordable price.
I would estimate that this year, Windows 7 will save us 550 hours in help desk engineer time alone.
||Rangga Bima, Pre-Sales Engineer, Bhinneka Mentari Dimensi
In order to respond to its customers’ budget constraints, Bhinneka Mentari Dimensi needed to find a way to make its support services more efficient and cost-effective. Specifically, it needed to reduce the number of help desk tickets it received, and to resolve the tickets received more quickly.
To meet both customer and internal needs, Bhinneka Mentari Dimensi, a Microsoft Gold Certified Partner, began deploying Windows 7 Professional.
A stable and reliable operating system, Windows 7 simplifies routine tasks, helps partners respond quickly to customer requests, and safeguards against malware and other threats. It also provides powerful diagnostic and troubleshooting tools to enable faster ticket resolution while reducing desk side service calls.
Since Windows 7 was designed with compatibility in mind, most software and devices working on both Windows Vista® and Windows XP also run seamlessly on Windows 7. The result is improved performance without the need for hardware upgrades for partners and customers alike.
“We’re helping protect partner investments in Windows Vista as we build Windows 7,” says Jon DeVaan, Senior Vice President, Windows Core Operating System Division. “Our goal is to maintain very high compatibility with products designed for Windows Vista.”
Connecting Users without Servers
For Bhinneka Mentari Dimensi’s customers, Windows 7 HomeGroups enabled users to quickly connect up to five computers with or without a server, creating a miniature version of a distributed network. Once linked with a password, users could easily share files, data, and other resources.
According to Bima, being able to connect users without the expense of a full server deployment was a tremendous thing. “Many of our smaller customers simply don’t have the budget to commit to a large-scale server installation,” he states. “With Windows 7, we can give them the collaboration capabilities of a server, without the cost.”
Reducing Support Costs, Improving Speed-to-Resolution
The powerful diagnostic and troubleshooting features in Windows 7 have made it easier and more cost-effective for Bhinneka Mentari Dimensi to address customer support issues. Using the Windows Troubleshooting Platform, Bhinneka Mentari Dimensi was able to lower the overall number of help desk tickets it receives by making it easier for users to resolve many issues themselves. This application automatically monitors settings and sends information to the Windows 7 Action Center, which offers instructions to help users with self-troubleshooting.
When users are unable to resolve issues themselves, the Problem Steps Recorder can shave at least five minutes from each remote help desk ticket by enabling users to simply and easily record the issue they are experiencing, and send it directly to a Bhinneka Mentari Dimensi consultant. With a detailed, screen-by-screen view of what the user is experiencing, the consultant can diagnose and repair the issue quickly, reducing call times and improving customer experience.
According to Bima, the savings in time-to-resolution has been tremendous. “I would estimate that this year, Windows 7 will save us 550 hours in help desk engineer time alone,” he states.
In all, Bhinneka Mentari Dimensi sees greater profitability for both their customers and themselves through increased performance, better productivity, and faster issue resolution. According to Bima, the move to Windows 7 just makes good business sense. “Time is money,” he states. “The faster we accomplish everyday tasks, the more money we and our customers make.”
Faster and more reliable: Windows 7 will help your organization use information technology to gain a competitive advantage in today’s new world of work. Your people will be able to be more productive anyway. You will be able to support your mobile work force with better access to shared data and collaboration tools. And your IT staff will have better tools and technologies to enhance corporate IT security, data protection, and more efficient deployment and management. For more information about Windows 7, go to: www.microsoft.com/windows/business/
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