As a computer service management company, you deal with some pretty stressful situations. 60% of companies that lose data and can’t restore it end up shutting down within six months of the disaster. So, when potential clients come to you having lost data or suffering from a computer infrastructure failure, they’re understandably worried and are often hard to deal with. As a result, you need to be able to respond rapidly, be reassuring and inspire confidence in your abilities.
There’s so much that goes into doing that:
- Providing prompt and professional initial customer service — e.g. rapid quoting and efficient scheduling
- Fast computer servicing — which requires efficient dispatching and routing and good inventory management
- Excellent customer service throughout the transaction — e.g. automatic notifications about when the technician will arrive, instant billing and receipting, and professional and reassuring reporting
When you do a good job with all that, you have happy clients who recommend you to their acquaintances and you open an opportunity to secure ongoing, repeat business in the form of a service-level agreement (SLA) for maintenance and repairs as required. That, however, presents further challenges like ensuring you have a great history of all the interactions with the client, the possibility of manual data entry errors when client details are interred into the SLA (especially if you have different staff involved in rapid response and ongoing maintenance).
How Optsy computer service management software can benefit your business
Our software is full to the brim with all the features you need to efficiently manage your computer repair and maintenance business.
Any of your staff can enter and access details about your clients including contact and payment details, communication and order history, reminders, and notes. And each other part of our software can access that information too. So, your staff enter the client details once, and they can then be used in quotes, invoices and work orders, and they can even be used to select the best route for technicians who need to visit the client on site.
Just think how much time it’ll save when you no longer have to enter client details into several different programs. Plus, clients will see how much more professional you are than the alternative computer service, repair and maintenance companies, when they realize they never have to give you the same information or answer the same questions multiple times.
When it comes to ongoing computer service, repair and maintenance clients, an SLA is vital. For example, if you offer regular computer maintenance, you’ll want an SLA that lays out the immense value you deliver while protecting your business from scope creep and unfair litigation in the event there’s ever a security or data loss incident.
With our software you can create and manage SLAs and other contracts. It’ll even automatically schedule tasks and issue invoices based on the contracts you have in place. With Optsy, you’ll spend far less time serving those valuable, ongoing clients while offering them a smoother, more reliable service. That’s a win for everyone.
So much goes into successfully managing computer maintenance and repair jobs. You’ve got to know the client’s history, exactly what needs to be done and which equipment and tools, if any, are needed for the job, so they can be made available. Then you’ve got to assign the job to an available member of your staff, hopefully someone who has another job in close proximity (if it’s not something that can be done remotely), and make sure all the paperwork gets done so you get paid promptly, have all the information you need at tax time and everyone knows you’re maintaining the level of service required by your SLA (if relevant).
If you’re using several pieces of software to do all that, you know it takes ages to input all the data and make sure it’s consistent across tools. That’s why we included alarm and security job management software in our suite of field services management tools. With Optsy, you can quickly, efficiently and accurately manage every single aspect of all your jobs in one place, regardless of whether they’re once-off computer repairs, automated malware scans or everything in between. You’ll save time on data entry and reduce data entry errors, get more jobs done each day, increase staff satisfaction because they spend less time on paperwork and zigzagging all over the map, be able to serve your clients more professionally, and save money by not having to buy or subscribe to an array of tools.
Worried Jimmy’s been slacking off? Think Cho might be ready for a raise? Optsy’s fully customizable reporting tools will tell you how productive your team is whenever you need to know. Want to check your cashflow? There’s a report for that. Trying to figure out who your best clients are, so you can see if they’ll refer other customers to you? You can create a report for that too.
Need to send a monthly report to your clients that summarizes the remote tasks you’ve completed and the impacts they’ve had? Optsy’s customer reporting functionality will allow you to do just that. You can even automate it!.
Basically, if you want to know something about your business or your clients want to know something about the services you’ve performed, as long as you’ve put the data in the system, our service management software will be able to generate the report you need. We’ll even help you set up custom report templates, so accessing the business insights that will help you grow is super easy.