Just met with the CEO of one of our new customers. As she explained to me why she decided to ditch her old vendor to move to our Fixed IT program, it occurred to me the tremendous amount of time she was actually saving herself.
You see, before Fixed IT, she would be charged hourly by her old vendor to contact manufacturers to solve warranty problems. Because of this charge (she got an invoice for over $400 to schedule Dell out to replace the screen in a laptop last year), she decided to have her team call for warranty issues. What she quickly found out was: “It took hours for my people to get to someone who could tell them what is wrong. Then, after we reached the right person in technical support, our people would be told that it was really another vendor’s issue. So we would start the entire process all over with the next vendor. Now, with Fixed IT, our people have one number to call.”
After this comment, I checked in with our Instant Support Team. On average, we deal with two customer warranty issues per day, and each one of these takes over three hours of phone time for our professionally trained IT team to solve. Wow! That is a ton of lost productivity for someone that doesn’t even really know what vendor to start with. No wonder we keep getting new Fixed IT customers who want us to support their computers.
Update: we signed up three new Fixed IT customers this week.
