Microsoft invests in SMB customer online support

The primary source of product support for Microsoft small businesses and consumers is the support.microsoft.com website. Microsoft Customer Service support team wanted to provide a simple and compelling support experience for small to medium business customers that improved their ability to search and find relevant Microsoft support assets.

Problem

Internal analysis showed that many website visitors abandoned the site without resolving their issues. The goal was to improve the product experience through guided and automated solutions and simplify online incident submission.

Solution

Arth Systems was engaged to create an online experience that simplified the customer experience and decreased the number of visitors abandoning the site without problem resolution.

Project success criteria:

  • Improve discoverability and reach of solution assets
  • Localization in 6 languages
  • Provide technical resources, facilitate community creation
  • Provide easy to understand resources to the non-technical user

Results

“Arth Systems is expert in integrating the business success criteria into the technical design. They were able to successfully stay on point with the project while advising on design changes needed based on our business goals.”—Microsoft quote

Microsoft upgrades and standardizes Microsoft Technology Center experience

Microsoft Technology Centers (MTC) are the flagship technical pre-sales locations for Microsoft to collaboratively engage with customers. With over 37 global locations, each MTC has the ability to deliver a range of standardized offerings to customers with the latest technology. The offerings include:

Problem

The MTC needed to replace the older platform that used older products, legacy architectural workarounds and short term fixes based on the base set of infrastructure. Microsoft asked Arth Systems to help them create an Envisioning Center (EC) platform that would allow them to drive broader technology adoption, lower the complexity of adoption, and provide a platform for continued success in future years.

Solution

Arth Systems created the current MTC Envisioning Center platform currently in use by Microsoft Corporation; features the Cloud First Mobile First strategy and enables Microsoft to demonstrate: Cloud First Implementation-showcasing the best of Microsoft Azure and Office 365 Hybrid Cloud implementation –high level and deep dive. Integrated use of the Microsoft Cloud stack in a working environment (Office 365, EMS, CRM, Power BI, Azure)

Benefit

The MTC playbook and functional documentation created by Arth Systems has been used to upgrade all MTCs. This updated and standardized process was deployed in the initial 5 MTCs and is now used in all remaining locations to ensure a consistent customer experience globally.