Launched in 1993, Vienna, Austria-based ACP IT Solutions is a full-range consultancy offering hardware and software sales and support, server virtualization, data storage and backups, and technology solutions for businesses of all sizes. The company’s consultants hold certifications for HP, IBM, and Microsoft®, and specialize in ERP, CRM, ECM, SharePoint, DATEV, and e-business solutions. ACP’s clients are focused on containing costs, increasing productivity, and streamlining everyday tasks. ACP sought a platform that would allow them to provide a higher level of service to customers, improve workstation performance, reduce help desk calls, and resolve a majority of tickets remotely. After rolling out the Windows® 7 Professional operating system, ACP was able to achieve higher customer satisfaction levels, faster issue resolution, and prolonged hardware life.
With a staff of 850 employees, ACP has enjoyed consistent year-over-year growth, generating revenue of €320 million in 2008. In addition to its headquarters in Austria, ACP operates satellite offices in Germany, Switzerland, Poland, and Romania.
||Now we can troubleshoot common problems remotely and automatically – before the customer even knows there’s a problem. Now that’s a change of paradigm.
Systems Engineer/Architect, ACP IT Solutions
ACP’s customers rely heavily on technology to get key tasks done, but as a general rule they do not have a core foundation of technical knowledge. They rely on ACP to act as a full-service provider of IT equipment and support. Cost containment and productivity improvements are among their main objectives.
Although ACP’s client list varies widely in size and specialty, their needs are similar. Previously, customers wanted a more efficient platform that would make it easier to accomplish everyday tasks. They also needed more stabile PCs with quicker start-up times, longer battery life, and more efficient power management. “Our customers were looking for ways to speed up everyday tasks and improve productivity,” notes Christian Riedl, Systems Engineer/Architect at ACP. “Windows 7 does just that.”
In an effort to cut internal costs, ACP also sought a way to minimize help desk ticket times and reduce the number of open issues, resolving them remotely whenever possible.
To achieve its goals, ACP deployed Windows 7 both for internal use and for its clients’ applications. Designed for increased speed, lower memory requirements, and a more intuitive interface, the latest Windows operating system can boost productivity and efficiency for both partners and customers. Steven Sinofsky, Senior Vice President of the Windows and Windows Live Engineering Group at Microsoft, says the partner opportunity with Windows 7 is significant. “We now have a great foundation for our partners to start learning and innovating on this exciting new version of Windows.”
After deploying the Windows 7 platform, ACP immediately began to receive positive feedback from customers. Clients were pleased to experience faster system re-boots, more efficient power management, and increased customization options. Life of hardware was also extended, saving customers significantly on annual equipment costs.
Internally, ACP enjoyed significant cost savings with the use of the Problem Steps Recorder, which allows them to handle support calls remotely. Problem Steps Recorder facilitates remote help desk support by increasing the technician’s understanding of the problem and expediting issue resolution. “Problem Steps Recorder is pure gold for us,” says Riedl. “It allows us to lower support costs while reducing ticket times and improving customer satisfaction.” The enhanced Power Management improvements offered by Windows 7 also helped to slash energy costs and increase mobile productivity.
ACP’s technicians were especially impressed by the Windows Troubleshooting Platform, which makes it possible for them to identify and resolve common issues before they impact the customer. “We’ve never seen anything like this before,” Riedl adds. “Now we can troubleshoot common problems remotely and automatically – before the customer even knows there’s a problem. Now that’s a change of paradigm.”
ACP reported a significant increase in efficiency and productivity and a decrease in costs after deploying Windows 7 for both internal use and for client applications:
Quicker Reboots: Before Windows 7, many ACP customers kept their computers running round the clock to avoid having to wait due to slow start-ups. With the new platform, they were thrilled by the speedier re-boots provided by the new ReadyBoost™ feature, and are now shutting down their PCs when not in use. This has resulted not only in a reduction of downtime, but also in less energy usage and lower utility bills. Shutting down at night also helps to prolong the life of computer equipment, increasing hardware ROI.
Eco-friendly Power Management: With the improved sleep and hibernation functions of Windows 7, energy is conserved in a more efficient manner, benefiting both the user and the environment.
Mobile Power: Due to the extended battery life provided by Windows 7, ACP consultants are better equipped to access essential files and communications while traveling. This flexibility is critical to the company’s success.
Remote Troubleshooting: With Problem Steps Recorder, the company is better able to resolve help desk tickets remotely, without sacrificing the technician’s knowledge of the problem or the quality of support provided. The Windows Troubleshooting Platform further streamlines support by remotely targeting common problems before they impact customers.
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.
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