h2 Global uses Intel ® vPro ™ technology-based PCs to transition to managed services Dallas-area systems provider uses Intel vPro technology to help speed their transition to managed services and improve technician efficiency 85% Since 1997, h2 Global, Inc. has been servicing small and medium business customers throughout the Dallas, Texas metro area. Initially, the group worked primarily as a traditional PC reseller and break-fix shop, but recently, the organization has begun to utilize their LabTech remote management console and the power of Lenovo PCs with Intel ® vPro™ technology to provide faster, more efficient service to their customers and transition to a managed services model. “We were familiar with Intel vPro technology, but we weren’t really utilizing it,” says Rafiq Hoque, president of h2 Global. “Our Intel Technology Provider representative encouraged us to look into the vPro features and to consider deploying more vPro- based systems.” Using vPro technology to move into managed services Rafiq and the team at h2 Global understand that satisfied customers lead to great referrals and more business. “Customers don’t like to wait because of downtime or for a technician to arrive—it’s unproductive time. We want to do anything we can do to avoid that.” By moving their customers over to a managed services model and deploying Intel vPro technology-based PCs, h2 Global can do more remotely and remediate problems more quickly. “vPro allows us to offer new value to our customers and it extends our geographic reach for our customers. All of this helps us grow,” says Hoque. “Intel vPro technology-based PCs are very important to our transition to a managed services model. As a small company, there is no way we could do this without growing our abilities to service customers remotely.” For more information on the benefits of Intel ® vPro technology for small and midsize businesses, visit msp.intel.com “I believe that our LabTech RMM and Intel vPro technology will give us enormous leverage to go from managing 200 systems to a couple thousand systems with relative ease.” Rafiq Hoque, President of h2 Global
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h2 Global uses Intel® vPro™ technology-based PCs to transition to managed services
Dallas-area systems provider uses Intel vPro technology to help speed their transition to managed services and improve technician efficiency 85%Since 1997, h2 Global, Inc. has been servicing small and medium business customers throughout the Dallas, Texas metro area. Initially, the group worked primarily as a traditional PC reseller and break-fix shop, but recently, the organization has begun to utilize their LabTech remote management console and the power of Lenovo PCs with Intel® vPro™ technology to provide faster, more efficient service to their customers and transition to a managed services model.
“We were familiar with Intel vPro technology, but we weren’t really utilizing it,” says Rafiq Hoque, president of h2 Global. “Our Intel Technology Provider representative encouraged us to look into the vPro features and to consider deploying more vPro-based systems.”
Using vPro technology to move into managed services Rafiq and the team at h2 Global understand that satisfied customers lead to great referrals and more business. “Customers don’t like to wait because of downtime or for a technician to arrive—it’s unproductive time. We want to do anything we can do to avoid that.”
By moving their customers over to a managed services model and deploying Intel vPro technology-based PCs, h2 Global can do more remotely and remediate problems more quickly. “vPro allows us to offer new value to our customers and it extends our geographic reach for our customers. All of this helps us grow,” says Hoque. “Intel vPro technology-based PCs are very important to our transition to a managed services model. As a small company, there is no way we could do this without growing our abilities to service customers remotely.”
For more information on the benefits of Intel® vPro technology for small and midsize businesses, visit msp.intel.com
“I believe that our LabTech RMM and Intel vPro technology will give us enormous leverage to go from managing 200 systems to a couple thousand systems with relative ease.”
That’s why Intel vPro technology-based PCs are now the standard recommendation for h2 Global’s customers.
“While not all our small and medium customers will choose to use vPro PCs, the path of growth for our company is with those customers who increasingly understand the value of reliable, business-grade IT assets,” says Hoque.
He continues, “vPro enables a flat-rate, recurring revenue model which is better for us in terms of growth and profitability and better for our customers in terms of their ability to do business.”
Using Intel vPro Technology to Manage 85% More PCsThe advanced manageability and security features of Intel vPro technology allow h2 Global to significantly streamline a number of key PC management tasks within their existing LabTech management console software. This both reduces their cost and helps eliminate downtime and interruptions for PC users. The power of this solution has three elements:
• Increased abilities to monitor, manage, and repair PCs remotely1—regardless of power state or operating system health—that greatly reduce maintenance and management costs and increase the utilization h2 Global’s personnel.
• Increased security capabilities that better protect the customer’s critical data and improve compliance while reducing PC downtime.
• A standardized, energy-efficient platform that can meet the developing demands of the customer’s business while significantly reducing total cost of ownership (TCO).
These capabilities give h2 Global considerable advantages. “vPro lets our technicians manage 85% more PCs because we can handle so much remotely,” says Hoque. “The ability to grow the company without adding more technicians is very important. Increasing revenue without adding to our headcount—our most expensive resource—is huge leverage.”
vPro Speeds Repairs and Decreases OS Remediation Times by 70%. Intel vPro technology allows h2 Global to diagnose and repair many software-related issues without a service visit. “This is a really nice capability, especially in cases of a blue screened PC or a system that just won’t start,” says Hoque. “Even in cases of bad malware— like a ransomware—vPro is one of the few tools you can use to get around the problem. It cuts our repair time by 70% and lets our clients get back to work faster.”
Hardware repairs are also accelerated by Intel vPro technology’s remote capabilities, reducing h2 Global’s average hardware repair time by 32%. On a vPro-based system, technicians can diagnose the problem remotely and then go to the customer site with the right part the first time. “The ability to use vPro to remotely diagnosis a hardware problem usually lets us know what’s wrong right away. This means we can take the right part out on the first visit. We increase our customer’s productivity by speeding repairs and, by not needing a diagnostic visit, we save our technicians at least an hour.”
Delivering More to Customers Through Intel vPro Technology
h2 Global’s deployment of PCs based on Intel vPro technology yields better IT functionality and lower service delivery cost2
Activity
Without Intel vPro Technology
With Intel vPro Technology Improvement
Average time to resolve a hardware problem
240 minutes 165 minutes Reduced 32%
Average time to resolve an OS problem
100 minutes 30 minutes Reduced 70%
Average amount of downtime per PC per month
8 hours 2 hours Reduced 75%
Number of PCs that can be managed per technician
30 200 Increased 85%
Time to achieve 95% patch saturation
9 hours 2 hours Reduced 78%
Power cost savings per PC over 3-year life span
$0 $253TCO lowered by $253
Hoque’s organization is constantly working to develop better processes and tools. “Recently, one of our customers purchased a company in Houston, and we had to go on-site to setup some new systems. The customer had to pay more than $1,000 for our travel and time on site to set up the PCs. If these had been vPro-based PCs, we could have done all of that work remotely and saved us a trip and the customer money.”
“We are also just beginning to use the sales and training tools on ITP and take advantage of those resources. I know that we can learn about new vertical markets and download assets that we can use on sales calls.” Rafiq Hoque, President of h2 Global
Using Intel vPro Technology to Reduce PC Downtime 75% Improves Everyone’s Productivity. Intel vPro technology helps h2 Global respond quickly and remotely to customer issues, reducing downtime by 75%. “This is a really big deal for us. Our brand is built on being able to jump on a customer’s problem very quickly. vPro helps us deliver that kind of service in more situations,” says Hoque.
And, as a result, everyone’s productivity is improved—customer and technician alike. “If a technician is out of the office for two hours on a desk side call, there are at least 50 PCs back in the office that are not being managed—and that work has to be done. That can mean overtime and staying late into the evening.”
Hoque also considers a few points that are hard to quantify. “There’s nothing worse than sitting in traffic, waiting to get to a customer site. You’re drained and you’re not the best tech when you show up. It’s much different to be at your desk remotely remediating a system. You can turn to a colleague and ask a question. Or your colleague may be listening and say, ’I overheard you and you may want to try…’ This doesn’t show up in a numerical analysis of vPro, but improves our quality of service,” says Hoque
Delivering Exponential Growth According to Hoque, Intel vPro technology’s capabilities have a radical impact on his business. “I believe that our LabTech RMM and Intel vPro technology will give us enormous leverage to go from managing 200 systems to a couple thousand systems with relative ease.”
For More InformationFor more information on the benefits of Intel vPro technology for small and midsize businesses, visit msp.intel.com.
For more information on h2 Global, visit www.h2global.com.
For more information on LabTech’s management console software, visit www.labtechsoftware.com.
“ITP is a good resource for support—and not just pure technical support, but also questions in terms of business models. With a little push from ITP, we’ve started selling and deploying vPro-based systems. And our ITP rep led us to the Intel vPro Navigator online deployment guide which helps us activate and deploy more systems quickly and easily.”
Rafiq Hoque, President of h2 Global
Overview of Lenovo PCs with Intel vPro TechnologyLenovo Desktops, notebooks, 2 in 1s, and tablets PCs based on Intel vPro technology, combined with a leading software management application such as LabTech, provide unprecedented capabilities. These advances allow you to deliver more value to your managed services customers by helping them spend smarter, get more done, and be more secure.
• Remote diagnosis and repair reduce costly and time-consuming deskside and service depot visits by resolving problems and repairing PCs quickly from the console—even if the PC is powered off or in standby mode, is connected to a wireless network, or has a disabled OS.
• KVM Remote Control connects easily, maintains the connection through reboot cycles, and gives technicians a “full GUI” view of PC they are working on.
• Secure remote power up and power cycling allow you to perform scheduled maintenance, backups, and monitoring after hours2.
• Encrypted, remote security updates insure that security patches are up to date and speed the deployment of critical patches, even to systems that are off or down.
A powerful RMM platform with capabilities for continued growthh2 Global uses LabTech’s Remote Monitoring and Management (RMM) solution because of its industry reputation and powerful capabilities. “We had tried other tools in the past, but when we got serious about adopting a recurring revenue model, we moved to LabTech. I did a lot of research and asked a number of colleagues about what they are using and LabTech came up over and over. It’s a very powerful platform. We’ve been using the RMM for a year and have only scratched the surface on what we can do with it—there’s definitely room for our growth. In addition, their support team is excellent and I like that the vPro Navigator is integrated with LabTech.”
Excellent service and support are not optionalAccording Rafiq Hoque, president of h2 Global, Lenovo’s service and support makes the difference. “Lenovo’s support team is excellent and is available 24/7. For our business, excellent service and support from our PC manufacturer is not optional—it’s required. In addition, our customers and I both like that Lenovo’s business-grade PCs come with a comprehensive three year warranty. It’s just one more reason we stick with Lenovo.”
The support for transition to managed servicesRafiq Hoque credits his Intel Technology Provider representative with encouraging him to deploy more Intel vPro-based systems. “ITP is a good resource for support—and not just pure technical support, but also questions in terms of business models. With a little push from ITP, we’ve started selling and deploying vPro-based systems. And our ITP rep led us to the Intel vPro Navigator online deployment guide which helps us activate and deploy more systems quickly and easily.
1 Intel technologies may require enabled hardware, specific software, or services activation. Check with your system manufacturer or retailer.
2 Source: field testing by h2 Global, August 2015. Software and workloads used in performance tests may have been optimized for performance only on Intel® microprocessors. Performance tests, such as SYSmark* and MobileMark*, are measured using specific computer systems, components, software, operations, and functions. Any change to any of those factors may cause the results to vary. You should consult other information and performance tests to assist you in fully evaluating your contemplated purchases, including the performance of that product when combined with other products. Configurations: All claims based on overall packaging of services provided by h2 Global. Results may vary. For more information go to http://www.intel.com/performance
Intel, the Intel logo, Leap ahead, Intel vPro, and Intel Core are trademarks of Intel Corporation in the U.S. and other countries. This document is for informational purposes only. INTEL MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS DOCUMENT.
*Other names and brands may be claimed as the property of others. 0116/ET/CMD/PDF Please Recycle 333512-001
