4-page Case Study
Posted: 6/17/2009
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Twinscomp Computer Services Microsoft® Certified Partner Twinscomp Reduces Help Desk Volumes by 50% with Windows® 7

Twinscomp Computer Services in Prague, Czech Republic, provides IT solutions to 30 businesses. Its goal is to lower operational costs, increase stability and efficiency of systems, and provide the highest level of information security to customers. Many Twinscomp customers are referrals from other satisfied customers. Pavel Lorenc, Twinscomp co-founder, says, “We did not set out to target a particular industry; instead we focused on providing best-in-class service, support, and security, and our business has grown almost solely through referrals.” Twinscomp needed a solution that would help it continue to provide cutting-edge services and support so it could gain customers. By deploying the Windows® 7 Professional operating system, Twinscomp noticeably increased stability and output for its customers while reducing help desk volumes.

Situation

Twinscomp’s customer base is made up of real estate, construction, and insurance companies – market niches that traditionally have limited computer knowledge and experience. The companies rely heavily on Twinscomp to solve a wide array of computing issues, from how to use the latest productivity tools to the best practices for encrypting sensitive data.

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* We are excited about the new business possibilities with Windows 7. *
Pavel Lorenc, Director and Co-owner, Twinscomp Computer Services
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Recently, Twinscomp had seen a rise in calls related to system performance and user productivity. Customer PCs were often sluggish, unreliable, and unresponsive, and the length of time it was taking workers to search for and access files and applications was slowing workflow. 

“Because we provide such a broad range of services, just 30 customers can result in approximately 200 calls per week to our help desk,” reports Lorenc. “About 100 of those calls are technical issues, and another 100 are related to user productivity.”

In order to continue providing the outstanding service and support its customers had come to expect, Lorenc and his team realized they needed a solution that would increase system performance and user productivity, while enabling users to solve more issues themselves and reducing call times for those issues that require help desk support.

Solution

To meet customer requirements and its own internal needs, Twinscomp, a Microsoft Certified Partner, began deploying Windows 7 Professional. Windows 7 has been shown to help make PCs faster, more reliable, and more responsive, while increasing system speed when using RAM-intensive applications.

New search and library features enable users to spend less time looking for information and more time on activities that contribute to the bottom line. Powerful diagnostic and troubleshooting tools enable users to resolve more issues themselves while reducing time-to-resolution for help desk inquiries.

Microsoft developed Windows 7 to support organizations like Lorenc’s. “Windows 7 Professional is the recommended choice for small businesses and for people who work at home but have to operate in an IT-managed or business environment where security and productivity are critical,” says Mike Ybarra, Windows General Manager, Microsoft Corporation.

Benefits

Delivering a Better PC Experience
With Windows 7 sFaster, systems shut down, resume from standby, and respond much more quickly than before. Users experience fewer interruptions and recover more rapidly from problems when they do occur. ReadyBoostTM engages a USB drive that acts temporarily as extra memory to improve performance when working memory-intensive elements, such as photos, graphics, and computer-aided design (CAD) applications. 

“sFaster helped speed up our customers’ sluggish systems,” said, Lorenc. “In addition, ReadyBoost gave them a performance increase when they were working with images and graphics tools.” 
 
Twinscomp’s customers need to organize, manage and share large amounts of information quickly and easily, and Windows 7 Libraries gives users the ability to aggregate and share information, without the need to move or copy files. In addition, Libraries can be expanded to an entire network or HomeGroup, providing a single, unified view of project information for access by individuals and teams.

With Federated Search, users have enhanced features that deepen search capabilities, essentially making Windows 7 one giant search engine. Users simply type in their search term directly from the Start menu, and Federated Search searches the local PC, HomeGroup, network, external drives, and the Internet. In addition, because the Control Panel, tasks, and command-level can now be searched, users can type questions or phrases in the Instant Search box, and get exactly what they need. For example, typing “power management” or “dim screen” will return the power management feature that extends laptop battery life.

“Our customers can answer more of their questions themselves, without the need to call our help desk,” reports Lorenc. “They get back to work sooner, and we reduce call volumes.”

Reducing Help Desk Volume and Call Times
Powerful diagnostics and troubleshooting tools in Windows 7 make it easier for users to solve more issues themselves – reducing the number of calls to the help desk. When a user experiences a problem with his or her PC, the system automatically monitors and collects data on the issue, and then sends resolution information to the system’s Action Center. 

Action Center consolidates alerts from 10 Windows features, including Security Center and Windows Defender. Rather than popping up repeatedly with messages in the lower right of the system screen, users see an Action Center icon and can find out more by clicking on it. If they don't have time to look at the alert immediately, Action Center will keep the information waiting until they are ready to address it.

“Windows 7 is making a significant impact on our service capacity by reducing help desk volumes,” says Lorenc. “That gives us the ability to increase the number of customers we can support without increasing operating costs.”

When users experience issues that require help desk support, the Windows 7 Problem Steps Recorder makes it easy for a consultant to quickly get the information he or she needs to solve the problem. Users record their interactions with the computer, and Problem Steps Recorder provides detailed information, with accompanying images, to the consultant. “With an average of 100 calls per week that still require help desk support, we are reducing call times by about 5 minutes per call,” says Lorenc. “That is over 430 hours of additional capacity for our help desk.”

Providing Long-term Growth, Security 
Twinscomp sees Windows 7 as a significant component in its long-term growth strategy. The enhanced reliability and productivity features, coupled with advanced problem resolution tools, increase its ability to serve more customers without increasing internal operating costs.

“The speed, reliability, and diagnostic and troubleshooting tools in Windows 7 combine to help us better serve our existing customers, while giving us more capacity to serve new customers – without increasing our operating costs,” says Lorenc. “We are excited about the new business possibilities with Windows 7.”

Windows 7

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

For More Information

For more information about Microsoft products and services, call the Microsoft Sales Information Center at (800) 426-9400. In Canada, call the Microsoft Canada Information Centre at (877) 568-2495. Customers who are deaf or hard-of-hearing can reach Microsoft text telephone (TTY/TDD) services at (800) 892-5234 in the United States or (905) 568-9641 in Canada. Outside the 50 United States and Canada, please contact your local Microsoft subsidiary. To access information using the World Wide Web, go to:
www.microsoft.com

For more information about Twinscomp Computer Services products and services, call or visit the Web site at:
www.twinscomp.cz

Solution Overview



Organization Size: 4 employees

Organization Profile

Twinscomp Computer Services provides IT solutions and services to 30 businesses in the Czech Republic.


Business Situation

Twinscomp needed a solution that would enable it to continue providing cutting-edge services and support.


Solution

By deploying the Windows® 7 Professional operating system, Twinscomp was able to notably increase stability and output for its customers, while reducing help desk volumes.


Benefits
  • Service capacity up ~430 hours
  • Help Desk call volumes drop 50%
  • Customer output rises ~30%

Software and Services
  • Windows 7 Professional
  • Windows
  • Windows 7
  • Windows 7 technologies

Vertical Industries
IT Services

Country/Region
Czech Republic

Languages
English

Partner(s)
DAQUAS s.r.o.

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