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Customer: Hinduja Global Solutions (HGS) LimitedWebsite: Customer Size: 25,000 employeesCountry or Region: IndiaIndustry: Business Process Outsourcing (BPO)Customer ProfileEstablished in India in 1993, Hinduja Global Solutions (HGS) is a leading business process outsourcing and customer relationship management services provider. It has a global footprint with presence in North America, Europe and Asia.Software and ServicesMicrosoft ServicesMicrosoft Services Premier SupportMicrosoft Software & Server TechnologiesMicrosoft Windows Server 2008 Microsoft Windows Server 2003 Microsoft Exchange Server 2010Microsoft ServicesAs the consulting, technical support and customer service arm of the world’s leading software company, Microsoft Services enables the successful adoption, deployment and use of Microsoft solutions and technologies for all customers. For more information about Microsoft Services, go to: services Business NeedsHinduja Global Solutions (HGS) is a world leader in customer relationship and business process management. It develops and implements some of the best-known processes and practices to deliver a comprehensive range of industry-specific solutions.The Global Chief Technology Officer, C. Subramanya, wanted to ensure that his team was equipped with the skills needed to maintain the health of the IT infrastructure, predominantly built on Microsoft technologies. In early 2012, HGS signed the Microsoft Services Premier Support agreement. Microsoft technical experts at Premier Support help organizations proactively identify and resolve IT issues through risk assessment, health checks, knowledge and resource sharing. In addition, Microsoft provides 24/7 reactive support. Subramanya explains, “When we signed up for Premier Support, we were looking for ways to enhance the skillsets of our team. With better understanding of latest products from Microsoft, we can deploy these to maximize benefits to the entire organization. We also wanted to revisit the current deployments and optimize performance of our existing infrastructure.” The IT team at HGS works closely with Microsoft Premier Support team to manage its Microsoft technology based IT infrastructure proactively. It was primarily looking for Microsoft expertise to boost overall performance of the organization’s Windows desktops and stabilize its email platform by migrating to Microsoft Exchange Server 2010.SolutionAs a part of the engagement, Microsoft’s Technical Account Manager and Premier Field Engineer, who are experts in Windows operating system and Exchange Server came up with specific solutions aligned with HGS focus areas.To optimize system performance, Microsoft experts suggested a Windows Desktop (WD) Risk Assessment Program as a Service (RaaS) also known as WD RaaS. This remote solution enables customers to diagnose potential issues with their client environment, at their convenience. It employs a powerful suite of data collection from target clients and dependent systems and analysis tools including in-depth operational interviews with the IT staff.The program helps identify key areas where the environment deviates from Microsoft best practices and generates a remediation plan to improve the health of the platform and mitigate risks.A review of desktop health and configuration highlighted the risks and issues. Based on this an action plan was shared which included best practices, guidelines to manage configured applications and physical memory. All these would reduce delays at system boot. HGS IT Administrators were trained and provided detailed guidance on how to use the tools and defragmenting applications effectively. To help with Exchange Server migration and upgrade, the Premier Support team delivered an Exchange Workshop for the HGS IT team. Microsoft product support workshops focus on enhancing knowledge and skills around a specific technology. It provides deep technical presentations and interactive lab demos, based on real-world scenarios. The HGS IT teams learnt how to avoid problems proactively. The team also developed crisis-management skills. In addition to these, Microsoft Premier Support shared informative hands-on resources and tools such as Microsoft security alerts, product roadmaps, e-books and mailers, which the HGS IT team found useful.BenefitsWith support from Microsoft Services, the HGS IT Team realized benefits such as enhanced system performance, smooth migration to Exchange Server 2010 without service disruption, and better awareness and expertise. Decrease in Machine Boot-Time by 60 Percent The assessment from WD RaaS gave the HGS IT team an in-depth understanding of the issues discovered in its environment, best practice guidance on optimizing Microsoft Windows and resolutions for speeding up desktops and laptops. The Windows clients were updated with the required hotfixes and redundant applications were disabled.This resulted in increased efficiencies and better overall user experience with boot time (to load the desktop) dropping from 59 seconds to 21 ments Kannan Ramakrishnan, General Manager – India Technical Operations, HGS, “I was impressed with the outcome and remediation provided as a part of the Risk Assessment Program as a Service for Windows Desktop (WD RaaS). It has helped us significantly reduce boot time for Windows and resulted in a better user experience across the organization. “Smooth Migration HGS IT teams handled the Exchange migration seamlessly with zero downtime, as a direct result of the Exchange Workshop. HGS was well prepared for the migration, and, the best practices allowed it to use Microsoft Exchange Server capabilities and tools effectively.Mr. Harish Kumar, Manager – Systems, says, “The Premier Support Workshop arranged by the Technical Account Manager and Premier Field Engineer gave us real-world insights and demos. It has helped our IT team to execute a smooth migration.”Better Awareness of Microsoft TechnologiesHGS IT gets constant updates on knowledge through online and in person trainings and events such as Tech Days, Customer Immersion Experience (CIE) briefings and Product Roadmap sessions. These lead to better understanding and planning, which results in faster implementation cycles and better end user productivity.To summarize his experience, Subramanya says, “Premier Support helps us maintain a reliable, efficient and proactive IT environment, and the IT team is now aware of where to find solutions.” ................
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