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Garrath Elborne

Gecko Rescue
Computer Repair

Contact Information:

Brisbane, Queensland 4000
Australia
T: 1300 2 GECKO
www.geckorescue.com.au

Years in Business:

 

5

Clients I'm Seeking:

 

Any organisation that would like to generate extra income from its client base, if that client base could utilize IT and computer support. With no set up costs, the capability of starting or finishing at any time, guaranteed SLA's to end users and no administration expenses or extra staff required our service is pure profit to the end users.

About My Business:

 

Where have we come from Our Origins • For several years Garrath Elborne, was involved with a major national franchisor as a regional franchisor and franchisee supplying IT and Computer support. • Gecko Rescue was created after the founders realized that there were limitations to that franchise model and its ability to grow and service customer needs. Particularly in skills development associated with customer relations and ongoing technical training. • The availability of new technology, coupled with a better approach to customer service created an opportune environment for the development of a new style of service and company. How are we different • Gecko Rescue utilizes the latest in remote access technology to repair or solve 80% of all clients’ computer and software issues. • With technicians using the latest in screen- sharing capabilities, the experience and skills of each technician creates a valuable library of information, catalogued and easily accessed to solve customer issues quicker and more efficiently than competitors. • This library of skills, information and experience continues to grow as new technicians are hired and the business grows. • Our Software coupled with available technology, allows supervisors to monitor technical aptitude and customers relations skills to create training programs tailored to individual needs. • In-house development of some proprietary software, allows us to bill customers by the minute, reducing the average cost of a service. • We currently have technicians trained to utilize all software and have the capability of expanding efficiently according to the demands of each new wholesale channel.   What is unique about Gecko Rescue? Customer Benefits • Super fast response times. • Our Guarantee: service every customer within 1 hour of their initial enquiry or it’s free. • Ability to service computers anywhere in the world. As long as the customer can connect to the internet, we can help them. • Very easy for customers to initiate a help session • Cost effective per minute billing. Customers are only billed to the nearest minute with no other charges. • Customers can access a technician’s skill for any size issue related to software or hardware. • Our Technicians have resources to fix issues quickly and a skills base larger than an independent operator • Customer receives a detailed account of all work carried out on their computer Service Delivery In House technicians use • Our web based software and queue system that identifies call customers waiting for calls • A searchable data base of Technical issues and known resolutions to speed service • The in house Technical Forum to expand their knowledge • Customer Scripts for explaining technical issues in layman’s terms • Our software to automatically issue case reports and invoices at the end of service In House Supervisors and trainers have • Screen sharing capabilities allow for on the job training and monitoring • Screen capture which allows for identification of technical training needs and analysis • The ability to search Customer Service records identified by categories for analysis and predicting trends • VOIP conversation recording capabilities for identification of customers service training needs and analysis The Products Outsourced - You take the calls • Do you have an existing Help Desk or Call Centre? • Do you want to outsource overflow work? • Would you like to extend the support available to your customers instead of turning them away if the problem is not covered by your free support arrangements? • Want to keep it all under your own brand? FastFix Outsource Solutions • Allows you to manage and control all aspects of the service to your customers while we just deliver the technical support by phone and remote access. • You take the initial enquiry request through your usual mechanisms (e.g. call centre, help tickets or by email) and have full control of decisions to refer requests on to us. • You enter the job on our easy to use fully integrated web interface and we do the work. • Based on our comprehensive reports of activities for each job and time taken, you bill your customer through your usual billing procedures. FastFix Outsource lets you • use your existing customer identifiers • set rates for specific customers or types of work • access detailed reporting of each service job and the time taken • view customer service histories • view detailed and summary activity reports on a daily, weekly and monthly basis Managed – We take the calls • Do you want to add value and build customer loyalty? • Would you like an additional profitable revenue stream? • Want low risk, low cost and no long term contract? • Like to start ASAP FastFix Managed Solutions • Allows you to view all aspects of the service we provide to your customers. • FastFix Managed Services does all the work for you. • All you need to do is promote the service to your existing customers. • Enjoy banking a cheque from us each month. FastFix Manages lets you • Choose the branding for the service • Use a unique dedicated support phone number for your customers • Have a webpage linked from your site for your customers • Use marketing materials, FAQs, and materials for newsletters or your website • Have special offers and promotions for your customers • Use us to handle the process from customer support request through to billing • Receive an activity report and payment of your share of the revenue

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