ENGINEERED CRITICAL COMPONENTS FOR HIWIRED TO POWER ITS GROWTH
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THE CHALLENGE
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.
THE SOLUTION
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.
THE RESULTS
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.
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