Request a demo
Already using Fixably?

Tales from the repair business

The latest and greatest news, thoughts, and stories of Fixably and beyond.

‘Technicians want to do technical work, they don’t want to mess around with software’

As the largest Apple Premium Reseller in Belgium, Switch needed a repair and service platform that could bring greater efficiency to a thriving business

As the largest Apple Premium Reseller in Belgium, Switch needed a repair and service platform that could bring greater efficiency to a thriving business

Switch is the largest Apple Premium Reseller in Belgium with 21 stores spread across Flanders, Wallonia, and Brussels. They have their headquarters in Antwerp, and was founded in 1992 with over 300 employees now. Switch serves a range of customers, from walk-in individual repairs to SMEs and schools.

They pride themselves on offering customers a great overall experience using Apple products, even offering professional workshops for both novice and advanced users.

Their journey towards finding Fixably was littered with several platforms that were “reasonably good” but never perfect for what they wanted to do — provide the service excellence that Apple customers have come to expect while running a successful repair business.


The Mission

“Most of the time, there was extra admin work when doing repairs,” says Sven Busselot, Operational Services Manager, Switch.

“Technicians want to do technical work. They want to repair a unit, they want to order parts. They really don't want to mess around with a system. It has to be quick and fast. And the system we had wasn't quick and fast.”

Fortunately, the recommendation to try out Fixably came from within Apple, with a representative helping Switch get in touch.

“We made an internal business case to understand how things would change. And we rapidly found that the time spent in the system to be significantly lower,” he explains.

Sven’s estimates showed that Fixably had cut the time spent on repair management dramatically. Their repair technicians were now spending three times less on documentation and other administrative tasks.

This, naturally, would make the repair workflow more profitable. “We would gain a lot of man-hours, mostly while ordering parts or in setting up communications with customers,” he adds. “We really wanted to lower time spent on administrative tasks, and that's where Fixably helped us.”

Switch takes their corporate social responsibility very seriously as well, and is a “green Apple reseller”. Fixably’s efficiency gains add to this mission.


Moving Forward

Despite the size of their operations, shifting from their existing solution to Fixably wasn’t a disruptive process for employees, especially for repair technicians.

“We found that it was very easy to train people because of the ease of use of the program itself. Once you actually show it to technicians who are already familiar with the work — how to order parts, how to look the parts — it isn't much different from previous programs.

“If we did run into certain issues, we were able to send off an email or launch a ticket. And we got replies really quickly. So that helped us a lot as well.

“The parts ordering is very intuitive. The technicians themselves didn't have any issues. They found that they were able to look up a serial number or a part type, order the part and do whatever they needed.”


Integration for the Win

For an Apple authorized provider, access to Global Service Exchange is a necessary part of every repair. Technicians have to shift between the repair platform and the GSX portal while doing repairs to ensure that everything is documented properly.

This naturally means that an API integration would have to combine repair management and Apple GSX use in a single user interface, a Fixably feature that got their service manager’s attention.

“It seems normal now that we’ve used it for a year. It seems normal to be able to have a unit and a serial number and... you order the part all from within one system,” says Sven.

“Before, we had to go into GSX, look up the serial number, go through all of the steps set up by Apple and then copy and paste the information from GSX into our system.

“That was maybe a minute, a minute and a half that we saved per service order and we do about forty thousand of those. The calculations added up.”

And this is just one of the numerous optimizations that make Fixably the best available solution for Apple technicians.


Offering Service Excellence

Fixably has been able to help on the customer side of things as well. Apple’s service excellence requirements are not easy to meet, and customer support is a big part of that. Repair shops need to be able to offer clear communication without it increasing their overheads too much.

“Being able to send an email from within the service order itself or sending a message from the service order, and receiving a reply within the same workflow so that the technician can move on (is useful),” he adds.

“We started using the customer portal in June 2020, but it was not really because of the pandemic. The main (customer) entry point for us is through Apple itself.

“But the main feature of the customer portal for us is the tracking of existing service orders. We get between 1,000-1,200 calls a day. About two years ago, that was the last time we actually checked, 70 percent of those calls were service-related. And most of those would be repairs. ‘I have an issue with my iPhone or laptop. What do I do? Do I come to you? Which store? What are the prices?’ Things like that.

“But also, the status of my repair. And this is something that was very important for us because it’s something I calculated. And if we could divert most of the calls to a customer portal, we would save a lot of money and a lot of man-hours.

“The customer can track the repair (and communicate with technicians) — ‘I agree with the quote. Can you send me some pictures? What is the status?’ This direct connection impacts our customer care center a tremendous amount. Now we see that there are fewer calls.”

It also helps their branding efforts. A clear communication strategy also enforces a standard of customer service and relationship that fosters a strong brand relationship.

“This (the communication module) helped us to standardize our communication with the customer,” says Sven. “We have to say exactly what we mean. They are also able to look up their own file (repair order) on their own time (on the customer portal) and they don’t have to do it within business hours. They can do it over the weekend or in the evenings.”


‘We thought, ‘If we’re growing this much, we need a system to back it up’’

MacRent, a Premium Service Provider from Sweden, needed an optimized solution that could help manage their exponential growth

MacRent, a Premium Service Provider from Sweden, needed an optimized solution that could help manage their exponential growth

MacRent is an Apple Reseller and Premium Service Provider in Stockholm but has customers all over Sweden. They’ve been in business for over 20 years, with experience in sales, support, repairs, and leasing of Apple products. As a company, MacRent is deeply passionate about technology and sees themselves as having “service in their DNA” — a sentiment that we understand.

They do have individual customers but focus on small businesses that need intensive IT support, including repairs. They’ve got a solution for most entrepreneurial ventures, from large advertising agencies and TV and film production companies to smaller businesses like furniture stores, hairdressers, lawyers, photographers, and fashion designers. This means providing a standard of service that actively aids in the growth of local businesses. 


The Need

As with many repair and service providers, their need for an efficient solution came with rapid growth in business. MacRent diversified their services, and so had to divide up the different focus areas of the company.

“When we started to focus on the different business areas, we started to get more work,” Noah Gibson, CTO, MacRent. “We grew over 400 percent in five months. We started to realize that our old service system wasn’t really suitable for scaling. It was a stable and a good service system, but it was outdated.”

MacRent relied on a platform that could be modified to manage a number of different workflows, which is common in the repair business despite the growth of niche SaaS products over the past decade.

“It was built so you could throw anything in there really,” says Noah. “It wasn’t really made for Apple units or products at all. Throw in a dishwasher there and you could service it.”

And they came to the same conclusion that most modern businesses do about the central application that controls their core workflow — an optimized solution is the only answer to inefficiencies.

“We just thought, ‘okay, so if we’re growing this much, we need a system to back it up,’” says Noah


Finding a Solution

MacRent did consider developing their own software to do this. The difficulties were obvious, and primarily because of the resources an in-house application would need.

“So I talked to some colleagues in Sweden, and different AASPs (Apple Authorized Service Providers),” explains Noah. “They said it’s great to have your own systems because you have control over it. But it’s difficult to keep up with the API changes and some of the technical stuff in the backend. It's quite time-consuming and costly.”

This is the same conclusion that Fixably founder Joel Mansnerus arrived at five years ago, when he decided to start a SaaS company to fix the problem once and for all.

Noah continued his search for another solution and came across what was then called SirWise, now rebranded as Fixably. “I talked to our service manager and we decided on SirWise then because we had heard a lot of good things about it,” says Noah.


Moving During a Pandemic

They moved to Fixably just before the pandemic, complicating situations a bit. “I think it was just three months before Covid struck when we actually transitioned to Fixably,” recalls Noah. “The pandemic was getting out of control. So we got help from the team remotely, via email, in setting everything up.”

A remote installation is not a problem for a cloud solution, but training everyone to adapt to a new application and workflow is not usually an easy task. “We would have loved to have someone over to do the training, and Fixably offered, but we decided not to go ahead with it because of the restrictions,” says Noah.

“It was not without friction, but considering that we launched a new workflow, a fundamental workflow, for one of our biggest revenue streams in one week, I think it went really well,” he adds.

MacRent made the move after having tried out a few basic repairs. “We started using Fixably the second day after the APIs and the Apple tokens were in place. Yeah, so we just ran with it.”


A Year of Fixably

Fixably has helped in improving the efficiency of the repair workflow. It’s accomplished through a number of features that reduce the time a technician spends on the platform. The application has done its job only when technicians are spending the vast majority of their time repairing a device rather than using the repair management platform.

The best example of this for an Apple authorized provider is GSX integration. “The one thing that technicians really like is that they don’t have to use the GSX portal to create repairs anymore,” Noah explains. With GSX integrated, all the information on any parts they have to order is available within the Fixably platform. No switching between tabs and no duplicating data.

“You just add the right part to the repairs, and it becomes easier to track repair tickets as well. You don't have to copy-paste anything anymore.”

Another feature would be the use of a custom macro to reduce the time taken to complete a task. Noah noticed that the check-in macro for the front desk was particularly useful during the pandemic, when social distancing rules restricted the number of customers allowed in the shop.

“Fixably helped us register a service request at the front desk quickly, and so there were smaller queues. It’s quicker for the customer to drop in, leave the unit and get out. We would otherwise require more time with the customer to take down their information.”


Keeping Customers Happy

Of course, the impact is not limited to efficiency. Accurate communication with customers is a big part of a repair and service business. Fixably integrates all customer communication into the repair workflow, with much of it automated.

It’s set up such that customers are kept aware of exactly what’s happening to their devices via email or SMS. It also allows technicians and service managers to maintain a uniform tone of voice, adding to the brand that a business is trying to create.

“The communication functions raised our CSAT (customer satisfaction) score by about 10 percent or so,” says Noah. “To be able to automate that, it saved a lot of time and gained a lot of customer trust through communication.”

Fixably also offers a service portal as an easy source of information on every repair you’ve managed for a customer.


The Ease of Doing Repairs

“To get back to the fundamentals, Fixably is a powerful tool,” says Noah. “And I think the stuff that you guys are doing that we don't even see and can recognize, you know — like all the transitions with APIs and such — those things are invaluable for us. So it's a really great system.”

When every feature has a clear objective, to minimize manual work, the result is a tool that increases productivity and profitability.

“We could have never handled all the repairs that we're doing today without Fixably. We have quite a few technicians but keeping track of all the orders, it wouldn’t be possible.”


'By eliminating all the time wasted, we can free up time for other areas of our business'

A Florida-based repair shop, Managed Service Provider, and Apple consultant, SCOUT IT relies on Fixably to reduce the time spent per repair job and minimize workflow errors.

A Florida-based repair shop, Managed Service Provider, and Apple consultant, SCOUT IT relies on Fixably to reduce the time spent per repair job and minimize workflow errors.

SCOUT IT is a Florida-based repair shop, Managed Service Provider (MSP), and Apple consultant. They are best known for providing IT and repair services to businesses, schools, non-profits, and other organizations.

They help to keep their customers successful and productive. The team is proud to be recognized as Tampa Bay’s only Apple Authorized Service Provider (AASP).

Founded by Nate Cinal, the company is on a mission to help its customers by creating efficient technology solutions that reduce IT costs. At SCOUT IT, employees pride themselves on the friendly, down-to-earth service they provide for their clients. The team has supported individuals and businesses throughout Florida with their Apple technology expertise for nearly a decade.

Alexander Tylke, System Engineer and Service Manager, joined the SCOUT IT team at the beginning of 2019. We were thrilled for the chance to learn how Fixably’s implementation solved the problem they were facing. SCOUT IT needed to ensure the quality and efficiency of the repair process. For this reason, it was crucial to find a software solution with a seamless GSX integration that could help the team optimize the time spent per repair and reduce the chances of making any mistake along the way.

EOL – End of life

SCOUT IT employs a small but proficient team. When the business first launched, the team used spreadsheets, emails, and paper to manage customer data and contracts. That was enough at the time. But problems started arising when their client and repair volumes increased.

In 2017, driven by their AASP contract, they decided to settle their workflow into one software. The product had a simple but adequate database, but its complex user interface and lagging integration with Apple’s Global Service Exchange (GSX) made using the product cumbersome. Even though they were not amazed by the system’s results, they continued using the solution until 2019, when the old software provider decided to end their support for the essential GSX integration.

The Search

They piloted another solution in their second location, but it did not work for them; it was broad but shallow in functionality and could not handle their tasks. The team was worried about the amount of manual input needed, that would eventually lead to mistakes. They needed to ensure the quality and efficiency of the repair process.

“As a small business, I think the issue we run into these days is that there are too many products, there’s too much software out there, that you have to switch between,” Tylke says. “We had to go to GSX, then into our payment solution, and then to our customer database. There were too many tabs and screens; there was a big probability of errors because you had to manually copy the information. Eventually, you’d make a mistake, and it’s going to cost you money”.

Tylke spent months researching repair shop software in the market. He recalls his disappointment in the generic repair platforms since one of his goals was to find a solution with GSX integration solved. He also wanted something more user-friendly and with an “easy flow” for his team. His investigation included trying out and testing multiple software alternatives.

The Solution

Tylke decided to take a critical look at the market solutions’ value propositions to help him make a fully informed decision. His interest led him to book a demo with the Customer Success Manager for Fixably in the US region, who had vast experience in Apple service management, which made communication effortless right from the start. Tylke also recalls how pleased he was when he noticed that the Customer Success Manager would be open to answer any upcoming questions and to get on a phone call anytime.

When they saw the demo and how easy a repair creation is with just 3 or 4 steps, they knew that it was precisely what they were looking for. Fixably were selected as the only provider to meet and even exceed the team’s expectations.

The Process

Fixably provided training and support during the onboarding. Tylke remembers creating a list of questions and the Customer Success Manager answering all of them, scheduling a meeting with the entire team, and leading them through the process again.

Tylke emphasizes that Fixably’s staff was very hands-on and showed a real interest in learning about his company to help them solve their unique challenges. When the answer was not found through the platform’s support function, Fixably’s team was quick to fix it. “If you’re having an issue during the day, you can be sure that you start your next day with confidence in terms of that problem being solved,” states Alexander Tylke.

During the onboarding process, Tylke knew he made the right decision for their growing business. He and his team got qualified help through calls and online sessions organized by Fixably’s Customer Success Manager while configuring the software to suit their preferences.

The Result

For Tylke, everything comes down to how the repair software can support the rest of the business as best as possible. Fixably has helped them find the answer: “By eliminating all this time wasted, sometimes hours a day in GSX, getting orders created in bulk for some of our clients, we’ve now got a much simpler process that frees up time for other areas of our business which is immediately a time-saver, which saves us tons of money and allows us to focus our time in other areas more profitable.” Tylke states and then adds, “My team has really found value in that the product is configurable.”

Before getting Fixably, the team sat down to calculate the amount of money and resources they would be saving with the solution. It was not until then they realized that macros feature is a huge time saver. Now it’s considered as “the great game-changer.”

“I would estimate that I save between five to seven minutes per repair on GSX on average. In a repair for an insurance company, we save a lot more than that. General screen repair is a little bit less.” Tylke states and carries on: “The platform makes it very hard for you to miss a big red flag. It increased 100 percent efficiency and repair handling and just eased our understanding of what’s happening and what the repercussions of the actions we’re taking when it comes to submitting something to GSX”.

Fixably also follows monetary transactions in all ways. “Making sure that we’re billing for what we have been billed for, and vice versa has certainly added days, weeks, and months to our lives,” Tylke highlights.

SCOUT IT has approached the Fixably team with suggestions and ideas for future updates and new features, some even delivered by this date.

When reflecting upon the way Fixably has helped his teammates, Tylke ponders: “It lets them focus on their work, I think it makes it easy to see when and what things need to happen. It is clear and concise. It stops you from missing steps. It makes our work more efficient, giving us an understanding of the workflow. It is all laid out so well”.

Pandemic Wake-Up Call for Repair Businesses

An intuitive repair workshop system like Fixably can future-proof your repair and services business through digitization — see how our customers benefited during the pandemic

New normal

An estimated 300 million electronic devices are repaired every year globally. At least some of these will remain in a state of disrepair — some forever — because of the restrictions that have shuttered or slowed down most repair shops during the global pandemic.

Unsurprisingly, not all governments see repair businesses as being an essential service, and this is likely to have a detrimental impact on the environment. Closed down repair shops have made it difficult for users to fix the devices they need in a lockdown.

Not to mention the millions employed by or running repair businesses. If technicians and service managers could travel to work, the challenge then was to to keep the workforce healthy.

Repair centers also had to find ways to manage customers with restrictions on the number of people who could walk in for a repair. It became a logistical distraction that took away important working hours from the actual repair process.

Apart from the obvious restrictions, the pandemic caused more problems for the repair industry. A 2021 market report found that the US, the UK, Germany, Italy, the Middle East, and India all reported an increase in labor costs due to shortages. In many cases, it is too expensive to repair all devices that can be repaired.

The answer is neither revolutionary nor new. A digital platform can intervene to improve much of this.

Digitizing the repair business

You’d expect the ICT repair and service industry to be among the most digitized. It’s not. And, while it’s unlikely that we’ll face a similar pandemic, the advantages of digitization aren’t limited to managing an emergency. It’s just a better way to do business.

Software as a service (SaaS) is the future of work management. There’s a custom solution for every sector. The repair industry doesn’t have to rely on a generic ERP solution anymore. Fixably, for instance, is developed to make ICT repair as efficient as possible.

From intake to inventory, custom macros, data management and customer communication, every feature is tailored to make the repair process that much better. Considering the cost savings, there’s a legitimate business case for adopting platforms that meet unique requirements.

Consider Apple Authorized Service Providers (AASPs). When running an AASP, Apple has tight regulations regarding repair and service. They set the rules on quality and customer experience. Global Service Exchange (GSX) is then how Apple supplies AASPs with parts that are needed for repairs. If GSX is not integrated into the repair management software, it results in inefficiencies and increases the number of errors.

The tech industry is also changing to ensure repairability in line with changing legislation. For instance, major device makers, including Apple, Samsung, and Microsoft, have now decided to adopt France’s new repairability rating law. The European Commission is set to discuss eco-design regulations for smartphones from 2021, including access to spare parts and repair information.

A repair workflow that benefits your customers

This is why a specialized platform like Fixably exists. At its core, a repair management system must understand technical work and must be ahead of industry needs.

For example, Fixably customer MacRent, an AASP in Sweden, switched platforms just before the pandemic. So the whole process was managed remotely, a huge benefit of cloud services.

“We actually started using Fixably the second day after the APIs and the Apple tokens were in place,” says Noah Gibson, CTO. “Considering that we launched a new workflow for one of our biggest revenue streams in one week, I think it went really well.”

It went well because the software was designed to be an integrated solution that understood the repair workflow, rather than redefine it in impractical ways. Then there are macros that can be set up to reflect the most efficient workflow for your business and integrations that keep repair documentation on one platform.

“One thing that technicians really like is that they don’t have to use the GSX portal to create repairs anymore,” adds Gibson. “With GSX integrated, you have all information on parts available within the platform. You just add a part to the repair via the integration. It’s also easier to track repairs.”

What integrations offer is a pipeline of data that flows through all the services you use. Most modern SaaS solutions have a rich API that makes it convenient for customers to plug it into their workflow. Fixably is no exception.

The gains are not just in ease of use. It’s saved work hours and increased productivity. Let’s take the GSX integration as a feature. Switch, a Premium Service Provider in Belgium, was sold on the idea because of it.

“Before, we had to go into GSX, look up the serial number, go through all of the steps set up by Apple and then copy and paste that information from GSX into our system. That was maybe a minute, a minute and a half that we saved per service order and we do about 40,000 of those. The calculations added up.”
Sven Busselot, Operational Services Manager, Switch

“It seems normal now that we’ve used it for a year. It seems normal to be able to have a unit and a serial number and order the required part all from within one system,” says Sven Busselot, Repair Services Manager at Switch.

“Before, we had to go into GSX, look up the serial number, go through all of the steps set up by Apple and then copy and paste that information from GSX into our system. That was maybe a minute, a minute and a half that we saved per service order and we do about 40,000 of those. The calculations added up.”

These improved efficiencies will have a business impact at any point in time, but even more so during a pandemic that has caused disruptions across the industry.

This is just one example of optimizing the workflow. Sven’s estimates showed that they were spending only a third of the time on the repair platform after moving to Fixably. The technicians were spending far too much time on documentation and other administrative tasks while doing repairs.

Managing customer expectations

The most visible disruption, though, is the impact on customer service.

A repair is a transaction that begins with an anxious customer. Something is broken and needs to be fixed. It’s usually a device that features daily in the customer’s life. Understandably, they’ll appreciate clear communication. But not all repair shops can put in the extra effort needed to do this.

Fixably automates a big part of this and a repair shop now has the opportunity to provide regular status updates with minimal effort.

“Being able to send an email or a message (SMS) from within the service order itself, and receiving a reply within the same workflow so that the technician can move on, that got our attention,” says Sven.

“The communication functions raised MacRent’s CSAT (customer satisfaction) score by about 10 percent or so. To be able to automate that, it saved a lot of time and gained a lot of customer trust through communication.”
Noah Gibson, CTO, MacRent

It’s had a measurable impact for customers.

Sven explains the estimates he made for Switch’s operations: “We get between 1,000-1,200 calls a day. About two years ago, that was the last time we checked, 70 percent of those calls were service-related. And most of those would be about repairs. ‘I have an issue with my iPhone or laptop. What do I do? Do I come to you? Which store? What are the prices?’ Things like that.

“But there were also calls about the status of repairs. And it’s something that was very important for us because I did some calculations. And if we could divert most of the calls to a customer portal, we would save a lot of money and a lot of work.

“The customer can track the repair — ‘I agree with the quote. Can you send me some pictures? What is the status?’ — that direct connection impacts our customer care center. Now we see that there are fewer calls.”

This, obviously, also means happier customers. “The communication functions raised MacRent’s CSAT (customer satisfaction) score by about 10 percent or so. To be able to automate that, it saved a lot of time and gained a lot of customer trust through communication,” explains Gibson.

This satisfaction extends to the actual shop experience as well. Gibson says that MacRent has a check-in macro for the front desk. “Since Fixably helps us register a service request quickly, there’s a smaller queue — which has been great especially during the winter.

“It’s quicker for the customer to come in, leave the unit and get out. Without Fixbaly, we would require more time with the customer for things like writing everything down, copying and pasting this information, and so on.”

The future of repair and service

Post the pandemic, market reports estimate that the cost benefits of repairing old equipment, rather than disposing of it, are expected to drive the consumer electronics repair and maintenance market.

Global consumer electronics repair and maintenance market is expected to grow from $15.11 billion in 2020 to $16.44 billion in 2021. Ironically, the report attributes this growth to companies rearranging operations while recovering from the impact of the pandemic restrictions.

Research also suggests that device manufacturers are now shifting their approach, with new laws encouraging them to build products that are relatively easy to repair.

In any case, with the right tools, a repair and services business can rebound from a tough year. Fixably could be that tool.

Service Portal for AASP Businesses: Here’s Why You Need One

A customer portal is one of the recent transformations in the relationship that exists between customers and companies. Today, most customers want a personalized experience from start to finish. This need becomes higher when there’s a reason to contact the business.

The modern-day customer wants the company to be available 24/7. Furthermore, they want the company to know their personal details, be readily accessible and they want to receive a coherent experience on all channels.

This increased level of customer expectation is why most businesses are setting up omni-channel infrastructures. In other words, they develop platforms that customers will need for seamless service experience. A self-service portal is a solution that answers this need.

By definition, a self-service portal offers comprehensive self-help functionality open for use by customers. Typically, self-service features are accessible by visiting a website belonging to the Apple Authorized Service Providers (AASP).

For AASPs and other companies looking to automate the repair process, a self-service portal offers loads of amazing features, such as service requests and more.

Fixably offers a service portal that provides tangible benefits to the provider of technical services. From an enhanced customer experience through to increasing your revenue and service capacity, adding a service portal makes perfect sense for repair service providers.

“Fixably has a user-friendly web-portal for our customers so they can create service orders and keep track of the service-process along the way, something that is very important for them and us. “

– Christian Anderson, Infografikk, Norway

Reduce Time Spent Responding to Customer Inquiries

A customer portal works in conjunction with other elements of customer service. It’s not a solitary service channel, but it can ease the burden on other resources for all types of repair service provider.

Customers can resolve issues without a customer agent’s help using a self-service portal. For instance, customers can easily use Fixably’s service portal to create repair requests, approve costs and receive order status updates — all without input from a technician or a customer service agent. The time saving is considerable.

Customer Portals Improve Agent Productivity

Your AASP needs a customer portal to boost the productivity of customer support. With a functional customer portal most of your customers will not need an agent to provide a response to routine requests for updates and documentation related to the repair.

This equals fewer calls to your customer service, messages, and support tickets. Furthermore, for the customers that do call in, your agents can spend time answering each customer without worrying about a backlog of inquiries.

Consequently, this leaves allowances for creativity and provision of actionable solutions on the part of your agents. A self-service customer portal frees up agents to provide excellent customer care.

Boost Positive Customer Experience and Recommendations

A self-service portal for the customers’ use can boost brand trust and reputation. This is easy because this platform makes for positively refreshing customer interactions.

Fixably can help by providing a user-friendly interface that is compatible with different types of media and updates in real-time. The opportunities for this level of functionality are boundless and make for great customer interactions.

You see, about 39% of millennials prefer to find solutions to issues themselves. If you can provide the resources to do so in a seamless environment, it increases the standing of your AASP among customers.

Self Service Portals Leverage Personalized Information

A self-service portal should have personalization features. By personalization, we mean that it helps customers find specific information about their repairs and devices, using experience from past activities. As a result, customers can work faster using self-service accounts.

Furthermore, personalization upgrades the whole customer experience. Having their own account to access the records of their past repair services and provision of relevant information helps customers feel like the AASP values them.

This can contribute to customer appeal and is typically reflected by an increase in positive reviews and recommendations. And of course, with these, more customers and increased revenue are not far behind.

Conclusion

A customer self-service portal offers solutions that allow AASPs to manage repairs effectively. With the benefits outlined above, there’s no doubt that Fixably provides the best solution to enhance your customer experience.

To add more value, Fixably also offers the ability to integrate the portal with online payment systems and logistics functionality. Every AASP definitely needs a comprehensive customer portal!


Got any questions or need help getting started?

Hundreds of happy repair service teams use our solution daily