Typical ‘Break/Fix’ Service Provider
You are an employee at a small business and you have a problem with your desktop, laptop, digital camera, printer, etc. Let’s say it occurs at 1 pm on Monday.
First you ask around to see if anyone else there knows the answer to your issue. This disrupts everyone you ask and takes away from their productivity (and yours!).
By 1:45 you’ve determined no one there can solve it and a service call goes out to your ‘break-fix guy’. He (or she) is on the road or at a customer site so it takes him a couple hours to call back, but he eventually agrees to stop by your office first thing the following morning.
The next morning he shows up, fixes the problem in 15 minutes and you get a $100-120 bill for that (industry standard rates). Or he shows up and doesn’t have the expertise or the training on your particular issue and has to go back to his headquarters to consult other technicians and get back to you with an answer.
All-in-all, this means you and others at work were not at optimal productivity for at least half a day. It also means time and energy were wasted getting the repair done.
The drawbacks to traditional ‘break-fix’ service are:
• Overhead costs for their arrival on-site are passed on to you.
• Time-to-respond is subject to driving time/traffic.
• Expertise of the single repair-person sent doesn’t always match your issue once arrived, often necessitating secondary calls.
• The downtime for your employees while waiting for the fix to arrive.
• Disruption to your office while repair person is on site.
• Environmental toll going to and from ‘on-site’. |
Per Minute Live Helpdesk Service
Using the same scenario, you call our helpdesk at 1 pm Monday – the moment when you first experience your problem.
If you wait on hold for a minute or two or leave a message to maintain your priority in the queue you will, either way, be on the phone with a technician minutes later.
By 1:02 pm you speak to a certified network technician. He asks you to perform a ‘screen share together’ so you can see exactly what is being done on your system – with your permission – thereby learning during the process. The issue is resolved at 1:17 pm and you receive a $30 bill (15 minutes at $2 per minute).
If for some reason the technician you are speaking to doesn’t have the answer to your problem, he has immediate access to a variety of technicians with diverse backgrounds and training to draw the expertise from.
Benefits to a Per Minute Helpdesk service over a traditional ‘break-fix’ service are:
• There are no minimum charges levied for taking your call.
• Response times are immediate.
• Certified network technicians can instantly escalate your issue to Level 2 technicians if they don’t have expertise on your particular issue.
• No downtime for you other than the time spent resolving your issue.
• No physical disruptions to your office staff.
• No fuel usage or carbon-emissions as a result of your service call.
• 90% of the issues can be solved remotely in 10-15 minutes. |
