An interview on why PD is turning the world of IT support upside down, why employees can work more efficiently, and why PD want to be world champion of Ticket Ping-Pong.

Peppermind Systems maximizes the ROI of companies


TROUBLESHOOTING? DIY.... or rather not!

A good news, for the time between error cause and solution of Windows malfunctions, exists even without IT support!
More or less unpleasant that a temporary workaround for the supposed problem solution is to simply restart the PC... several times... daily - this may work for a short time, but it doesn't have to. But at least it's very quick and easy to implement for any computer user, even without expertise. 

On the other hand. It can be quite frustrating when you have to repeat the same steps over and over again and spend an almost unpredictable eternity watching your PC reboot. Picture off, picture on.... with no guarantee that afterwards what didn't work before will work again without a hitch. Without guarantee that this process will not perhaps even cause the next malfunction. Even if it is a very simple approach and seems consistent at first, it is obvious that it is not without reason only an approach - but by no means the final solution.


We asked. In the interview, find out why PD is turning the world of IT support upside down, why employees can work more efficiently and why PD wants to become world champion of Ticket Ping-Pong:



Editor: PIONEER DESK, you advertise on many channels and on your website that you can save 80% of IT support costs. That's all well and good, but where do you get this figure from and what dimension does your promise take on?
Hi Andreas, that's right. I promise to reduce IT support costs by up to 80% with my fully automated troubleshooting. How I arrive at this is quite simple. For my calculations, I have determined an average of industry-standard billing rates. This calculation only includes the costs that arise from the creation and processing of support tickets.

Cost factors that do not play a role in my calculation, but may well lead to significant additional costs, are primarily waiting times. Due to the current processes in IT support, companies pay a lot of money, which flows directly into "empty time" for contacting customers, making appointments and trying to find solutions. The resulting unused time of the employees also plays an important role, but is not taken into account in my evaluation.

During my last successful projects for larger companies I noticed again and again how much money companies spend on IT support, although people on both sides of the phone line could use their time much more valuable. This led me to automate solutions to save money. Comparing the costs I come to 80% in my calculations. You can find the exact calculation HERE.


Editor: Keyword automation. What exactly do you mean when you say you want to automate IT support solutions?
I would like to go back to the previous question. For me, the following fact came to light: People work with computers every day. Internal errors occur in the process. This means that disruptions occur in the operating process of the PC, which means that the user can no longer use his end device smoothly, or only to a limited extent. And here we come to the point of my intention: Why don't people leave the solution of these PC problems to the PC itself?

I am advocating that people and computers can focus on their specific issues! So what I mean by automation is that I solve problems in the Windows 10/11 environment fully automatically, without the user noticing anything. The result is that people can go about their work on the PC in peace and concentration, without having to deal with why a component of the process is not working. After all, that's often not their job, is it?

My goal: Full automation - so that your computer does what it's supposed to do!


Editor: Let's talk about accessibility. 24/7 is a high demand when you consider that an employee in the US, for example, is at home 32% of the year with days off, public holidays and weekends. How do you realize your accessibility?
The answer is short. Once I'm installed on a PC, I'm able to solve problems and troubleshoot 24/7. Weekends don't bother me any more than shift work or holidays. In my calendar there are only working days. 100% without any claims to free time.


Redaktion: You promise scalable service. What exactly do you mean by scalability and how can you deliver this promise for a new work environment even though you don't know what's coming?
Glad we got to talk about it, I'd best answer your questions in reverse order. Basically, for me, every work environment is the same, because the problems are always the same: The PC has internal operational glitches that result in visible glitches for the user. Whether these are devices from HP, Dell, Intel, or others, it doesn't matter. The only requirement is a Windows 10/11 environment.

Scalable service means for me: You only pay for what you really need. Because at the end of the day you know best how I can help you. So why pay too much for unnecessary service?

My service is available from 10,-€ per end device. The number of tickets does not matter. You decide for yourself on how many computers I may invisibly transform malfunctions into solutions. I don't even need my own workstation for this, the existing hard- and software is sufficient. And while we're on the subject of 10 - I'll adjust my prices to your needs for as few as 10 end devices! Because nobody knows your budget as well as you do.

How to subscribe to my service and what's included you can find anytime. RIGHT HERE.



Redaktion: The next headline continues. An efficiency increase of up to 50% is a big deal. Who exactly does that affect and how do you come up with it?
Hand on heart. It can be quite frustrating to have to repeat the same steps over and over again and spend an almost unpredictable eternity watching the PC reboot. Picture off, picture on.... with no guarantee that what didn't work before will run smoothly again afterwards. With no guarantee that this process won't cause the next malfunction. Communication between users and IT support is not always easy either - after all, two worlds meet whose competencies overlap only in rare cases.

If you add up all the time that PC users spend trying to find solutions on their own initiative, waiting for a suitable contact person to be found, building communication bridges, explaining problems, writing tickets, implementing solutions, starting the process all over again, ... then we come up with a considerable amount of hours that go to waste. 

Thanks to my fully automated solutions, employees also save a large part of their working time for communicating nerve-racking problems and find space for profitable tasks. On average, the efficiency of PC users increases by up to 50%.



Redaktion: So the increase in efficiency congruently increases the potential of the employees?
That's exactly how it is - and that's just the beginning. I'd be happy to go into more detail about the benefits. The fact is that by automating IT support, I reduce the cost of IT support by up to 80%, which in the first place creates new financial resources for the company, and in the second place - and this is even more decisive - new capacities in the working time of PC users, during which they can more effectively and efficiently perform profitable tasks. I make sure that PC users can pursue their work undisturbed and thus have more free space - for work-related tasks, for professional, but also for private interests. This, in turn, results in a reduction in frustration when using the PC and a parallel increase in motivation.

But that's not the end of the story. New potential also means, as I mentioned at the beginning of my answer, new financial resources for the company! In the context of savings, new financial resources naturally mean cost reduction, but also the possibility of distributing one's budget differently. Peppermind Systems, for example, the company that developed me and continues to work on my efficiency to this day, likes to use such freed-up financial resources to further develop its employees! In this way, budgets are distributed to help each person individually, according to their personal and professional interests, to advance in life and to promote. Further education, training, visits to trade fairs and the possibility to start one's own projects are just a few of the potential opportunities that Peppermind Systems uses. 

In this way I create new opportunities in every respect. For companies, for employees, for the PC.



Redaktion: One big promise you tend to send to end users of Windows PC devices is called satisfied users. Can you elaborate on that a little bit?
Humans have changed the face of technology. Every year, they make tremendous strides. Keeping users happy is not a new starting point. Google is getting smarter and smarter and can now derive ready-made search queries and interests based on isolated words, Tesla is the most innovative company on the globe dealing with sustainable mobility and its consequences, and Amazon has changed the world of our purchasing options, which the majority of people around the world enjoy using on a daily basis. In conjunction with this, our gadgets and tools are constantly evolving. And yet, there are times when we need help from tech support, right?

I give people a new way to forget the negative aspects associated with IT support once and for all. Problems that previously took a long time to solve, I solve within 5-30 seconds. And once I have solved a problem, everyone benefits from it, so that the glitches that caused that specific problem cannot occur again visibly to the user. My goal is to contribute to a harmonious relationship between PC users and IT support through my intelligent solutions.

Good for the human, and good for the computer.



Redaktion: In the world of technical support there are the so-called tickets. What exactly do I mean by that and what do you mean when you say you want to be the Ticket Ping-Pong World Champion?
"Ticket Ping-Pong" is a term that originated from the communication between PC users and IT support staff. But let's first clarify what a ticket actually is: The term "support ticket" describes an interaction between a customer and a service employee. It is an essential element of any support structure. The goal is fundamentally to document, update, and (in the best case) resolve all potential end-user issues.

The phenomenon, ticket ping-pong, is always the same: A support ticket often passes through multiple support levels (1st level, 2nd level, specialists,...), some of which act independently of each other. There are many reasons why support fails: Responsibilities are often not clearly defined, which makes it difficult to assign problems to the right place. Then it sometimes happens that a job gets "stranded" in a support group and remains there. It is in the nature of human beings to achieve a lot with little effort, so problems that are easier to deal with, for example, are gladly given priority. Difficult, even urgent requests, on the other hand, are left lying around. 

This assignment, or lack of assignment, and the shifting of responsibilities is called ticket ping-pong. Through my fully automated processes, I address each ticket with the same seriousness and precision. This results in congruent and preventative performance, documentation and resolution. 24/7.

I've finished the game, so I want to be the world champion in ticket ping-pong.



Redaktion: Let's stay on topic. You promise: "NO TICKET ESCALATIONS". How is an escalation defined in this environment and how exactly do you ensure that this circumstance does not occur?
An escalation in the area of support tickets is the moving of a ticket from one resource to another resource. An escalation describes the process in which the ticket is removed from the entire editing process and put "ad acta". This can be done manually and automatically. Manually, for example, in order to hand over a ticket to specialized employees; automatically is primarily used to hand over a ticket that has been left undone - or a ticket that has not been put to work - to the next higher instance, for example. This is to ensure that a ticket does not accidentally remain unprocessed. Of course, a missing processing is also possible due to unforeseeable variables, for example due to illness, vacation, training or similar. The escalation time set in the priority specifies how long a ticket can remain unprocessed until it is escalated, i.e. removed from the process.

With my "autonomous response technology" I bypass ticket escalations and make sure that every ticket is solved in the given time.


Redaktion: Let's move on to the final and probably most intense promise: No waiting! None is pretty low, don't you think?
Yes, none is quite little, but I stick to that: I solve occurring faults within 5-30 seconds. Sometimes, depending on the size of the problem, a restart may be necessary. In most cases, however, this happens at the end of work. Afterwards, I check whether the problem has really been solved and the malfunction has been eliminated.

Often it is a combination of several events in the operation of a computer that leads to a visible or sometimes even noticeable consequence for the PC user and manifests itself when the e-mail server is not accessible, the screen goes into blue hell, the printer once again gives free rein to its own personality, or passwords are simply not configured due to a new update.

I fix the resulting problems for the PC user preventively and thus ensure that the computer runs smoothly.
So that your computer does what it should.



PIONEER DESK, we thank you for your detailed answers to a very complex topic and wish you continued success in solving Windows PC problems.

Next level IT support
  or the equivalent of 3 Cappuccinos per employee. Sounds fair?