The Customer PDF version

The Customer
Founded in 2004, Mikkelsen & Pettersen Data AS specializes in providing IT-related solutions for small to mid-sized businesses.  From extensive hardware and software offerings to network installations and hosting services, Mikkelsen & Pettersen covers a broad selection of IT needs that must be delivered accurately and consistently to customers throughout Norway.

One of the predicaments they faced on a daily basis was providing seamless printing capabilities to customers with varying printer models and mixed computing environments.  This repetitious and tricky circumstance was often compounded with the need for remote user printer access, which made things even more complex.

Mikkelsen & Pettersen Data AS had a problem on their hands when over 50% of support calls were printer-related.

In order to live up to their mantra of outstanding customer service, Mikkelsen & Pettersen knew it was imperative that their solutions also ensure reliable printing.  It became clear that an efficient and effective printing solution was needed as quickly as possible.


ScrewDrivers Solves Overwhelming Printer Problems
Upon installation of ScrewDrivers, Mikkelsen & Pettersen Data AS experienced a drastic drop in support calls and revenue increased substantially due to the consequent rise in customer satisfaction.  

ScrewDrivers reduced printer-related problems by 99%.

Kunden PDF Version
BITS DATA tillhandahåller IT-lösningar för applikationer, kommunikation, support samt utveckling. Man handhar drift åt auktoriserade svenska återförsäljare av Scania, VW, Audi, SEAT, Skoda och Porsche. Allt detta sker i ett nära samarbete med Scania Sverige och Volkswagen Group Sverige. Scania Sverige och återförsäljarna äger BITS DATA genom återförsäljarföreningen SVÅ.
Arbetsinsatserna bygger på god kännedom om kundens verksamhet, dess affärsprocesser och mål. BITS DATA utför t ex anpassning, vidareutveckling och installation av affärskritiska system, samt support. Man hanterar även gränssnitt mellan ett stort antal applikationer. De flesta kunderna har valt att lägga driften hos BITS DATA, i deras centralt lokaliserade servrar.

Utmaningen
På daglig basis belastas vardera skrivarserver med upp till 60000 utskriftsjobb, vilket innebar att utskriftsproblemen hade en genomgripande påverkan för kunden, och i sin tur deras kunder. I takt med att problemen stadigt ökade blev situationen allt mer stressande, då man exempelvis inte kunde erbjuda slutkunden kvitto eller utföra enkla uppgifter som att skriva ut en arbetsorder till kundens mekaniker. I slutändan fick support/drift och produktutvecklingsavdelningarna
dagligen ägna en mycket stor del av sin tid åt just dessa problem. Detta drabbade företaget ekonomiskt, men även de anställda som fick kämpa hårt för att tillmötesgå krav från kund.

The Customer     PDF Version
Kontorsplatsen Business Group AB is an application solution provider based in Sweden that specializes in terminal server solutions for small and mid-sized businesses. In addition, Kontorsplatsen provides consultancy and delivers value-added services such as bookkeeping, IP phone systems, and CRM applications.

The Challenge
As a company dealing with external users, Kontorsplatsen needed to add each customer’s printer driver to every one of their servers. This resulted in an overly complex and cluttered working environment, as well as being a time consuming and frustrating, trial and error process. There was an overwhelming amount of support calls. Preventing unauthorized use of the system also became a problem, as there was no easy method of viewing or limiting what customers had access to. Adding and customizing new applications to the server using the Active Directory and group policies was an irksome, 20-minute job that users found to be complicated and lengthy.

The Customer     PDF Version
The Oxfordshire County Council in Southeast England employs more than 6,000 people in over 290 schools including12 nursery schools, 234 primary schools, and 34 secondary schools.

The Challenge
Printing issues were a major problem with many support calls. Duncan Ledger, SIMS
Support, had to load all drivers onto the servers, however drivers were conflicting.
Printouts were coming out in wrong locations potentially compromising student data
confidentiality. Drivers were repeatedly hanging and disrupting the servers. Duncan was spending 2-3 days a week updating drivers and rebooting servers. Hoping to resolve the problems in-house Duncan tried to eliminate problem printers in the user base. He also worked with Microsoft on a case file, but came to the conclusion that a third-party
solution needed to be identified.

• About Clifton Gunderson
  Clifton Gunderson, ranked as one of the nation’s largest certified public accounting and consulting firms, provides a wide range of assurance, accounting, tax, and consulting services to clients in a variety of industries. Founded in 1960, Clifton Gunderson has a staff of more than 2,000 professionals serving clients from 45 offices across the country. The firm has been recognized as one of the country’s best places to work.

• The Challenge
  With offices across the nation, Clifton Gunderson has made a significant investment in Citrix technology for remote access. Applications are maintained from one central location with secure access for users via Citrix Presentation Server. Citrix decreases PC related support issues, saves bandwidth, and improves response time. CG has experienced significant growth in the past year, however, they did not have an effective way to manage and control the fast growing number of servers, applications, and users.