IT Oost Nederland Resolves Help Desk Issues 75% Faster With Windows 7 Professional

1. Windows 7
Customer Solution Case Study
IT Oost Nederland Resolves Help Desk Issues
75% Faster With Windows® 7
Overview “If our customer’s IT system is down, their business is
Country or Region: Netherlands
Industry: IT Services
down. With Windows 7, this is a problem of the past.
Downtime is essentially eliminated.”
Partner Profile
Edward Lohuis, Director, IT Oost Nederland BV
IT Oost Nederland provides IT consultancy,
maintenance and helpdesk support to mid-
sized businesses across the east part of
the Netherlands. Based in the Enschede region of the Netherlands, IT Oost
Nederland BV is an IT solutions company that focuses on system
Business Situation
IT Oost Nederland’s customers needed integration, technical consulting, and maintenance support for
faster, easier ways to conduct everyday small and mid-sized businesses in healthcare, government,
business tasks, heighten security and
education, financial services, construction, and industry.
quickly solve IT issues without cutting into
bottom line profits.
The company’s customers wanted to find a way to enhance
Solution
productivity and security while minimizing costs by updating their
By deploying Windows 7, IT Oost Nederland
was able to simplify data backups, more outdated, inefficient systems. IT Oost Nederland wanted to help
easily locate files and network printers, and them do just that – while also employing a system that could
expedite problem resolution.
improve network and communication issues, and solve IT problems
Benefits faster.
 75% faster ticket resolution
 40% productivity increase
By deploying the Windows 7 Professional operating system, IT Oost
®
Nederland was able to boost and simplify data backups and
network searches, enhance problem recreation and solutions, and
reduce power consumption – all while saving on energy costs.

2. “With Windows 7, we’ve Situation Windows 7 provides an intuitive and efficient
IT Oost Nederland’s customers needed to find way to back up system files, reducing
matched hardware a way to improve the way they communicated downtime and frustration for users. “If our
improvements with some technical issues so they could resolve them customer’s IT system is down, their business
faster. Trying to explain a problem and then is down,” says Edward Lohuis, director of IT
investments of our own.
having technicians diagnose and repair it Oost Nederland. “With Windows 7, this is a
With Windows 7 we are on based on explanations alone took days. This problem of the past. Downtime is essentially
track to have a smaller OS resulted in significant downtime, frustration, eliminated.”
and loss of productivity.
footprint; an improved user Besides all these, Windows 7 enhances
interface that should allow In addition, vital tasks like backing up communication between technician and
network files were time-consuming and customer with a feature that allows users to
for faster boot-up and shut-
confusing. Customers had to spend hours record and share screenshots, eliminating
down times; improved attempting to figure out how to having to explain or spend time recreating IT
power management for comprehensively back up everything and then issues. Also, since Windows 7 is equipped
wait for the system to perform its task. Others with energy-efficient capabilities that turn off
enhanced battery life; simply chose to delay the procedure while unnecessary components when not in use, IT
enhanced media attending to other pressing matters, thus Oost Nederland’s customers also save on
risking the loss of crucial information should power – and costs.
capabilities; and increased an unexpected outage occur.
reliability, stability and Benefits
IT Oost Nederland knew that it needed to
security.”
help its customers simplify communication Simplifying Essential Tasks
Brad Brooks, Corporate Vice President, and data issues so they could spend less The Windows 7 Advanced Backup feature
Windows Consumer Product Marketing time worrying and problem-solving, but it had enables users to schedule data backups for
to find a cost-effective solution that would not an entire network, eliminating the need to do
put undue financial stress on customers’ so manually. “Before Windows 7, backing up
businesses. an entire network was a complicated and
time-consuming process,” said Lohuis. “Now,
Solution all it takes is one click, and it’s done.”
To accomplish this, IT Oost Nederland, a
Microsoft® Gold Certified Partner, updated Windows 7 Location Aware Printing, which
its partners’ software systems to Windows 7 automatically detects new default printers
Professional. This new operating system is a when moving from network to network, helps
safe, fast and energy-smart technology that give users significant time-savings over
simplifies navigation and use. According to legacy systems. As Lohuis points out, “When
Brad Brooks, Corporate Vice President of we’re going from customer to customer, it is
“Before Windows 7, backing Microsoft Windows Consumer Product really a hassle to map and find printers.
Marketing at Microsoft, Windows 7 delivers Having huge printer lists from all the
up an entire network was a advancement on a number of levels. “With networks and then trying to find and connect
complicated and time- Windows 7, we’ve matched hardware to the right one gets annoying. It might sound
improvements with some investments of our like a small thing, but being able to find the
consuming process. Now, all own,” he says. “With Windows 7, we are on right printer in a snap, thanks to Windows 7,
it takes is one click, and it’s track to have a smaller OS footprint; is a huge time saver.”
improved power management; and increased
done.”
reliability, stability, and security.”
Edward Lohuis, Director, IT Oost Nederland BV

3. With Windows 7 Desktop Search, users can environment and it reduces costs. This is a
find files and records from throughout a win-win for everyone.”
network simply by typing a query into the
Instant Search box. Now they can spend less By bringing its customers accelerated search
time searching for important files and and simplified backup capabilities, alongside
applications – and have more time to improved communication and energy-savings,
perform core business functions. IT Oost Nederland can continue to save costs
for both the company and its customers –
Improving Communication contributing to enhanced productivity and
Accurate problem recreation is essential to bottom line growth for everyone involved.
finding solutions quickly, and with Problem
Steps Recorder, technicians can now rely on
having screen shots of every user’s issue.
When IT Oost Nederland’s customers record
and share these screen shots with
technicians, the time to diagnose and solve
the problem is dramatically decreased.
What’s more, users can retain these files for
future reference, and even use them as
training manuals to better equip new
workers.
According to Lohuis, “Recreating failures and
diagnosing problems is the hardest and most
important part of help desk troubleshooting.
The Problem Steps Recorder has removed
practically all obstacles because it delivers a
precise picture of exactly what’s happening.
What once took hours can now be solved in
minutes with Windows 7.”
The Partner Opportunity
IT Oost Nederland sees great potential in the
business opportunities presented by
Windows 7. Not only does this new system
“Windows 7 dramatically provide significant enhancements to
reduces power used overall. communication and boost productivity, but it
Its ability to minimize also has the added benefit of cutting down
costs.
consumption – especially
when our systems are idle – With Power Management, unneeded system
PC components are turned off automatically,
is good for the environment boosting performance while saving on energy
and it reduces costs. This is costs. “Windows 7 dramatically reduces
power used overall,” said Lohuis. “Its ability
a win-win for everyone.”
to minimize consumption – especially when
Edward Lohuis, Director, IT Oost Nederland BV our systems are idle – is good for the

4. For More Information Windows 7
For more information about Microsoft Faster and more reliable: Windows 7 will help
products and services, call the Microsoft your organization use information technology
Sales Information Center at (800) 426- to gain a competitive advantage in today’s
9400. In Canada, call the Microsoft new world of work. Your people will be able to
Canada Information Centre at (877) 568- be more productive anyway. You will be able
2495. Customers who are deaf or hard-of- to support your mobile work force with better
hearing can reach Microsoft text telephone access to shared data and collaboration
(TTY/TDD) services at (800) 892-5234 in tools. And your IT staff will have better tools
the United States or (905) 568-9641 in and technologies to enhance corporate IT
Canada. Outside the 50 United States and security, data protection, and more efficient
Canada, please contact your local deployment and management.
Microsoft subsidiary. To access information
using the World Wide Web, go to:
www.microsoft.com For more information about Windows 7, go to:
www.microsoft.com/windows/business
For more information about IT Oost
Nederland BV products and services, call
(074) 850 42 00 or visit the Web site at:
www.iton.nl
Software and Services
 Products
− Windows 7 Professional
© 2009 Microsoft Corporation. All rights reserved. This case
study is for informational purposes only. MICROSOFT MAKES NO
WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.
Microsoft® and Windows® are either registered trademarks or
trademarks of Microsoft Corporation in the United States and/or
other countries. All other trademarks are property of their
respective owners.
Document published June 2009