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Service Providers Overview

Internet Service Providers of the 21st Century

Today, Internet Service Providers (ISPs) are seeing erosion in operating profit and an increase in competition. With its revolutionary PC repair automation service, Reimage can help boost profit margins and standing out from the competition.

ISP Operational Constraints

ISPs find that about 50% of calls to their first tier support are unrelated to connectivity issues. These support calls translate into a pricey $1 per minute support rate for an average 15 minute support call (Vilaboy, 2007).

The expensive operating costs of manual PC repair have caused the ISP industry to refrain from providing such service. The issue is, of course, that ISP customers do not realize that:

these inquiries, called "out-of-scope calls," are more frequently being made to the broadband providers because the problems affect access to the Internet or the speed and reliability of Internet access provided by a broadband vendor (Haugsted, 2007).

It is also difficult for ISPs and PC repair companies to staff their first tier support services with technical agents who have the technological know-how to solve customer's existing and emerging needs (CBC News, 2007).

Loosing Hearts & Minds

ISPs are the first choice of customers seeking technical assistance (Vilaboy, 2007). Each and every customer who is turned away is:

• dissatisfied,
• an operating burden
• and a missed business opportunity

This common scenario has spurred different approaches: "we don't offer that support, sir", "why not try our antivirus service?" or "may I suggest our repair referrals program?" (e.g. non-networking or ISP issues are referred to the local repair shop chain). At the end of the day, the customer still has a dysfunctional PC and will eventually turn elsewhere for help.

The Solution

Reimage.com has developed the first web-based professional diagnosis and repair service tailored exclusively to the needs of the PC technician. This revolutionary service drastically reduces the time per repair, thus dramatically improving productivity.

Established in 2007, Reimage.com is a new concept developer of software programs that focus on computer recovery. Reimage.com serves the professional PC technician seeking state-of-the-art software solutions for automating the PC software recovery process.

The Business Development Opportunity

Reimage.com's unique technology, including automated PC repair which requires no prior setup, addresses all these points. Reimage can be employed as a value-added service (VAS), propelling the ISP into the multi-billion dollar PC repair industry, or as a repair client for the ISP helpdesk.

As a VAS, Reimage ensures that no customer is turned away. The repair process is reduced to several minutes during which the support agent is not required to be online with the customer. Reimage also offers an up-selling opportunity. Up-selling is possible based on the detailed report on the PC's performance before and after the repair provided by Reimage. This service ensures a complete snapshot of the computer and the performance issues of both its hardware and software.

Reimage is also useful when providing PC support at a distance, enabling the technician to rule out software-related problems and to address related hardware or connectivity issues. In a nutshell, this means improved client service and satisfaction, as well as less time and money spent on operating expenditures (OPEX) such as on-site repairs and the training and retaining of quality staff.

ISP Solution Benefits

Reimage ensures that each support call will end, from a technical perspective, within the hour. In no time, the user will enjoy a computer that performs as good as new.

Reimage runs within the user's web browser. The first phase involves several minutes of scanning and diagnosis. This is followed by a repair process which may include the downloading of OS components, registry keys and drivers. The integrity of the user's data is perfectly preserved.

Using Reimage can boost your profit margin by minimizing training costs, limiting expensive support calls and allowing you to cash in on those "out of scope" support requests.

Notes

To see how you can benefit from Reimage.com; learn more about the Reimage.com solution; or arrange a Reimage.com demonstration, please call 1-(877)-REI-3-REI.

Works Cited

"CBC News. (2007, 10 03). Getting Gouged by Geeks. Retrieved 10 03, 2007, from CBC News: http://www.cbc.ca/marketplace/2007/10/03/geeks/

Haugsted, L. (2007, 07 23). Abort, Retry. Retrieved 08 22, 2007, from Multichannel News: http://www.multichannel.com/article/CA6462005.html

Vilaboy, M. (2007, 05 01). Keeping Out of Scope Support In Line. Retrieved 28 01, 2008, from IP Business: http://www.ipbusinessmag.com/articles.php?article_id=44&issue_id=26

Service Providers Achieve Groundbreaking Results

Having a large tech support workforce, as Service Providers do, requires metrics to evaluate the quality of their repair. However, creating a corporate repair standard is a difficult task due to differences in education and individual employee's training and skill level.

The Service Provider's Challenge

Supporting operations on a metropolitan, state or national scale can be a haring task. Maintaining and promoting a corporate brand through quality repair, excellent customer service, while maintaining low OPEX and high revenues is an ongoing, complex, goal for any Service Provider. The main issue is the difficulty to man on-site support operations with technical agents that have the technological know-how to solve customers, existing and emerging, needs. Indeed, 80% of tech support agents lack official, accredited, education and only a third, on average, solve PC repair issues successfully (CBC News, 2007).

Having to maintain a large employee base to grow the Service Provider's market share is a perpetual challenge. Ensuring a standard quality of repair and offering below average compensation for a complex job makes human resources a serious liability. Repair agents require much knowledge and training, but usually lack quantifiable metrics tracking of repair success (Muchmore, 2007).

The Solution

Reimage is an online repair tool that gives PC technicians the power to quickly identify and replace broken system software, leaving user data untouched.

Established in 2007, Reimage.com is a new concept developer of software programs that focus on computer recovery. Reimage.com serves the professional PC Technician and power users who are seeking a best-of-breed software solution for automating the PC software recovery process.

200% Efficiency

A massive time-saver, ensuring near perfect results every time, Reimage is useful for all Service Providers modes of operation: onsite, repair depot or remotely:

• Onsite - each software support incident will last up to 30 minutes.
• Repair depot - in the repair depot the technician can fix hundreds of computers suffering from software related problems.
• Remotely - a end user self help function ensures that support agents are not on the phone while providing support. Remote support has never been easier, Reimage is operated from afar and the agent gets back to the customer once the process is completed. No need to spend hours tinkering with the PC through remote access.

Reimage's technology makes a significant impact on the technician's workday and a Service Providers bottom line. Upon receipt of a malfunctioning computer, the technician expects to repair a PC within 2 hours, or else the repair process becomes uneconomical. The rule of thumb is that the technician will spend 30 minutes, based on Reimage research, analyzing the problem and a minimum of 1.5 hours reinstalling the operating system (at times causing applications data and password loss, and requiring software reinstall). Reimage can complete this same process in less than 30 minutes with no data loss.

Service Provider Solution Benefits

Reimage ensures that each support incident will end, from a technical perspective, within the hour. Within this timeframe the end user will enjoy a computer that performs as good as new.

Reimage runs within the user's browser involving, first, several minutes of scanning and later a repair process by downloading OS components, registry keys and drivers. The user data is preserved, perfectly.

Using Reimage save you money on expensive training, highly skilled HR, and potentially expensive publicity fiascos caused by employees abusing customer data during software related computer repair.

Notes

To see how you can benefit from Reimage.com, learn more about the Reimage.com solution, or arrange a Reimage.com demonstration, please call 1-(877)-REI-3-REI.

Works Cited

CBC News. (2007, 10 03). Getting Gouged by Geeks. Retrieved 10 03, 2007, from CBC News: http://www.cbc.ca/marketplace/2007/10/03/geeks/    

Haugsted, L. (2007, 07 23). Abort, Retry. Retrieved 08 22, 2007, from Multichannel News: http://www.multichannel.com/article/CA6462005.html

Muchmore, M. (2007, 12 04). The Best Tech Support. Retrieved 01 12, 2008, from PC Magazine: http://www.pcmag.com/article2/0,1895,2227356,00.asp

Vilaboy, M. (2007, 05 01). Keeping Out of Scope Support In Line. Retrieved 28 01,2008,fromIPBusiness: http://www.ipbusinessmag.com/articles.php?article_id=44&issue_id=26