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.
