A well-funded computer support startup called HiWired entered into a partnership with Virgin Media and Windstream Communications to reduce the time spent on troubleshooting a customer’s computer issues.

They needed a platform to allow a technician to remotely analyze and diagnose potential performance issues, viruses, etc., and to correct the problem when possible.

Our engineers advanced the core platform and built a robust scheduling system that allowed consumers to pick a specific service window based on the number of technicians scheduled to work in that timeframe.

Our team also created a way to collect relevant system diagnostics information and pre-download diagnostic applications onto the customer’s computer ahead of the actual scheduled call with the technician.

Our engineers delivered robust new tools that allowed HiWired to give their clients a 20% improvement in the number of closed tickets compared to their previous process. Each minute saved in the process produced significant savings for the client businesses, and a faster, easier experience for the customers who needed help from a technician. 

HiWired was then acquired by Radialpoint, which in turn was acquired by AppDirect.