LS Subramanian, Technology Consultant – Intel
Ever wonder what defines customer experience? Beyond the extensive processes and detailed manuals, it is the ‘smile’ or attitude of the thousands of people who can make or break the image of a company. For example, we are so happy when we get the information we seek at the customer service desk, when we need help on our warranty, when we interact with the teller in our bank, the service manager at our insurance company, when we need to deal with agents of the government, at the checkout counter at the super market and when we pay cash for our takeaway at a restaurant. These wonderful people who serve us with a smile and cheer are called transaction workers and helping them with their chores is a computer connected to a database which empowers them with information.
Transaction workers work hard to take care of their customers by use of desktop computers which are connected to a central database mostly through a web browser. In many organizations, the transactional worker is the person who interfaces with the customer and ensures that customer satisfaction is delivered. Hence the computing interface for the transaction worker needs to be effective, reliable and responsive to meet the compute needs to service their customers.
Today’s young transaction workers take a computer for granted. However, when we set the clock back by 20 years we discover that the desktop revolution was ushered by the introduction of the Intel Pentium Processor. Today the Intel Pentium Processor can be found under the hood of most desktops and has proved itself as a workhorse in providing the computing needs of the transactional worker.
It has been found that organizations that do not provide a contemporary computing environment have employees who need smarter PC’s to get their work done. The de facto standard today is the Intel Pentium processor which satisfies the needs of the transactional workers.
Centralized online solutions are used by the transaction worker with a web browser to connect from the desktop; these desktops need to be powerful, reliable and responsive to support the transactional workers needs. Many organizations rely on the Intel Pentium processor desktops for satisfying the needs of their transactional workers because it get the job done and delivers the required computing power, this translates into content and productive employees.
Intel Pentium – an obvious choice
What makes Intel Pentium unique and the first choice for computing, its technology features, the economic power footprint which supports efforts in greening the planet, and complements the computing needs of the transaction worker.
When it comes to technology prowess, Intel Pentium Processors provide Dual-Core processing, an Integrated Memory controller, a smart cache, HD graphics, a quick sync video, virtualization and an Intel designed Thermal solution for board processors which bundles all the technology that a transactional worker will need for computing.
Intel Pentium in action
To witness the power of the Intel Pentium processor in action, I met Mr. Anil Kumar, General Manager- Information Technology at New India Assurance Co Ltd (NIA) in Mumbai. Anil Kumar gave me a fascinating insight on how his organization uses Intel Pentium desktops to support transactional workers who support their customers.
At the reception I had to provide my name, identification , the name of the person I wanted to meet and my mobile number; and in a few seconds I got an SMS with a pass code which I had to give to the reception. The reception entered the password and clicked my photograph with a small camera attached to the desktop and generated a visitors identification badge from me. The receptionist told me I was registered at NIA and during my next visit I needed only to provide my mobile number to make a Gate Pass. This was a clear example of a transactional worker using an Intel Pentium processor desktop for interfacing with the NIA central visitor database.
Mr. Kumar told me that they used more than 16,000 Intel Pentium Processor based desktops to support their transactional workers, NIA was a large organization with operations in 22 countries, 2097 locations in India, 19,000 employees and agents who numbered more than 50,000 in India. NIA is the largest general insurance country in India which is more than 100 years old and the leader in India. They service customers across India, have invested in centralized business applications which can be accessed from a browser based desktop.
The challenge according to Mr. Kumar is to keep its customers happy by operating in locations where there could be limited power supply available, which is sometimes even less than two hours in a day. This is where the Intel Pentium power management kicks in. Kumar says that the power consumption is low, the product is rugged and reliability is high. Lesser power consumption means longer UPS support for the desktops at the power starved locations. Plus, he added that the Intel Pentium can work in non-dust free environments and also generates less heat.
Intel Pentium processors has always been the first processor of choice for NIA — it is not only about the quality and durability of the Intel processor but it also the transparency from the employees of Intel bolstered by the company’s emphasis on value and ethics.
Kumar also praises Intel, “Unlike many other companies in the market that insist you use their latest products, Intel offers systems that meet your needs. The Intel sales team does not push their products rather they understand the customer’s needs and support them wholeheartedly. Intel exemplifies our company motto of ‘Leadership and Beyond’,” emphasizes Kumar.
It is no wonder that NIA is the largest insurance company and the leader. Its transactional workers are supported by Intel Pentium which give them a competitive advantage in providing superior customer service and customer delight.
The time has come for India to move from legacy desktops that are expensive to run, power hungry and take a toll on employee productivity, it is the time to move to Intel Pentium PC’s. A multi-country study commissioned by Intel Corporation last year, showed that on average, small business workers lose more than one work week per year due to old PCs (India was also one of the countries that participated in the survey). Repair and maintenance was 1.5 times more frequent on PCs that were 4 years or older. Businesses today cannot afford such a downtime.
This is the right time to transform your IT infrastructure by using Intel’s latest products. Join the thousands of other organizations like NIA who have already done so and are benefiting from lower total cost of ownership, better battery life and faster performance for business productivity applications and finally superior customer service.
We need to reflect on the quote of Mahatma Gandhi, “A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.” By going in for an Intel Pentium processor, your transactional workers will be equipped to quickly serve information, and boost customer satisfaction.
The Intel Pentium Processor based PC will give your transaction workers the opportunity to serve your customers better and make grow their business.