CASE STUDIES / Download Speed Management Solution for Microsoft Enterprise Partner Group

DISCIPLINE
CHALLENGE

In the mid-2000s, the demand and cost for digital software distribution were growing exponentially, among at-home, corporate, and educational users alike. Those eager to explore the first public releases of our client’s next-generation operating systems were frustrated with slow download speeds and long wait times as its networks struggled to keep up with customer demand and faltered in meeting the needs of a single product launch with its existing publishing capacity. Customers were often driven to request a hard copy after failed attempts to download a digital version of the software, but many international customers lacked access to a retail store as well. To address its customer satisfaction problems in the face of a growing demand for digital products, our client required a solution that would make more efficient use of available storage capacity, reduce its server footprint, and ultimately enable a future transition to 100% digital distribution.

Recognizing our client’s need to improve the media distribution experience and lower costs by reducing support-related call volume, Wimmer Solutions proposed a program management/process improvement solution that would identify and eliminate bottlenecks in the download process and improve service levels dramatically.

SOLUTION

Wimmer assigned one of its Managing Directors to oversee critical elements of the program, including: improving replication and the security and permissions model to increase system efficiency; implementation of a multi-tier system architecture; and elimination of 60% of fulfillment servers to reduce space allocation and power costs.

We led a project team to conduct extensive loss-of-revenue analysis on system downtime associated with product launches under existing systems, as well as ROI projections for our proposed reconfiguration of the product launch process.

Once the initial components of the program had been launched, by analyzing system performance against existing KPIs our team continually assessed and addressed inefficiencies, while establishing metrics goals to align the new model with projected future demand.

In order to achieve the above items on schedule and in a quality manner, the Wimmer Team utilized the following technical skills:

Technical Skills Used:

  • Project Management
  • Business Analysis
  • Technology Architecture Planning
Wimmer Solutions technicall skills (project management, business analysis, technology architecture planning)
INNOVATION & IMPACT

Our process improvements provided our customers with secure publishing, storage, replication, and download services, with increased reliability for large files, and reduced the average cost per GB by 30%; and file efficiency by 20%. The file transfer tool the program created assisted customers with the download process, allowing for faster downloads, and for resume/suspend functionality as well as integrity checks during downloads, reducing server fulfillment costs by 60%. Our solution also provided a global support presence with 24/7 availability to serve the company’s Redmond, Dublin, Singapore, and Puerto Rico facilities in real time. Finally, our programs facilitated implementation of Corporate Tax Initiatives by making files available from specific locations for certain regions or tenants.

CHALLENGE

To address its customer satisfaction problems in the face of a growing demand for digital products, our client required a solution that would make more efficient use of available storage capacity, reduce its server footprint, and ultimately enable a future transition to 100% digital distribution.

SOLUTION

Wimmer assigned one of its Managing Directors to oversee critical elements of the program and lead a team which utilized their project management, business analysis, and technology architecture planning expertise to increase system efficiency, implement multi-tier system architecture, and eliminate 60% of fulfillment servers to reduce space allocation and power costs.

INNOVATION

Our project team created a file transfer tool that assisted customers with the download process, allowing for faster downloads, and for resume/suspend functionality and integrity checks during downloads, reducing server fulfillment costs by 60%.