Posts Tagged ‘return on investment’

IT Customer Service

What makes Computer Wrangler different?

The difference between big companies that can offer “service” at a lower price is that their service is lame at best.  I’m not going to mention the automated phone trees and wait times we’ve all spent on hold with big companies like CenturyLink and Comcast and fill-in-the-blank.  If you need help with IT issues, you call us and we’re there for you.

Case in point from one of our techs:

“So I’m chatting with Amazon trying to locate a Kindle battery.

Pretty simple right?

We go round and round for about half an hour, maybe 45 minutes, first determining exactly who the thing is registered to, what email address, what billing address, etc.

(it has to be precisely accurate evidently)

Inevitably there’s one answer our tech can’t get right so he asks if he can just de-register it.  (All he wants is a link to buy a battery…)

Okay kindle support says, we can do that.

(why didn’t he say that in the first place?)

So I do that, and re-register it to another address and then finally we get to the original battery question.

‘Customer service’ says: the battery cannot be replaced.”

The short of it is that the battery cAN be replaced, it’s a simple plug in, but the script from the kindle support droid won’t allow him to say that.

So I ask him for a link where I can purchase the battery-that-cannot-be-replaced…

And he repeats the company line that it cannot be replaced, dead end.

Then he offers me instead a number of options to spend more money on a replacement kindle.

I politely hang up.”

Almost an hour of time wasted on customer no-service, could have been generating revenue instead.

So I reflected on all the companies I’ve seen trying to save a penny but instead spending a dime.

Realize the worth of your time.  Your bottom line will be happy you did.

Happy computing!

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Fix or Replace That Old Computer?

Want to keep using that old computer?

If you are looking at costs – you’d better weigh your options!

A recent study   - Keeping Notebooks Past Their Prime: A Study of Failures and Costs – shows that keeping notebooks past their prime costs businesses far more that it saves.

Many companies are extending the useful life of their notebook computers from the recommended 3 years to 5 years in an effort to save on replacement costs.

• Keeping notebooks an additional 2 years (into years 4 and 5) actually costs $960 per machine, which is equivalent to a typical replacement cost.

• Further, outdated equipment will cost the organization in end user lost productivity.

In short, seriously re-consider keeping that notebook or desktop once it is past 3-4 years, or it may cost you!  But also keep in mind that there is cost and time involved for that new computer - for data transfer and setting it up the way you are used to.  Whatever your decision – we can help out!

Happy computing!

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IT ‘On the Cheap’

Many business owners view computers and internet and technicians as a cost – sitting only on one side of the balance sheet.

However, this perspective is costing those owners far more than they’re saving by doing things “on the cheap”.

Consider that anything that interrupts revenue stream has a very serious effect on profitability. And that creates a lot of anxiety for a business owner, something we’d all like to avoid.

Consider the case of a Veterinary Clinic in Minneapolis. Each day the owner would walk in and be faced with another bombardment of his staff saying the system is down, I can’t print invoices, we had to hand-write bills for services.

Besides the unprofessional appearance they displayed to clients, employees were annoyed and angry, time was lost having to double-entry paper and digital. Whole lots of frustration, energy taken away from the most important factor: revenue stream. It was a mess.

CW came in, assessed their entire workflow and technology status. We implemented our field-tested best practices and 8 months later, we’ve only received a couple calls from them and those were so minor it was like a picnic.

Needless to say, the Doctor is a very happy camper and working at peak efficiency.

Moral of the story: If you stop to do the analysis, technology costs are dwarfed by lost revenue every time. Make the investment. There’s a high cost to doing things “on the cheap”.

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