Compnow, one of Australia’s leading multi-brand IT solutions providers with over 30 years of expertise, partnered with Fixably to modernize their service management system. Facing challenges encompassing their ERP system and multiple manual processes, Compnow sought a solution to streamline workflows, enhance communication, and improve operational visibility.
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Key Benefits:

• Immediate Time Savings: Saved approximately 2,000 technician hours in just four months by reducing manual data entry and eliminating double data entry errors.
• Cost Reduction: Reduced inventory-related losses by up to six figures annually, and cut late return penalties for parts from thousands to hundreds.
• Improved Technician Morale: Automated workflows minimized administrative tasks, substantially improving technician satisfaction and retention.
• Enhanced Customer Service: Centralized communication tools and real-time visibility into repairs improved transparency and customer trust.
• Comprehensive Reporting: Streamlined data and customizable reports empowered better decision-making and operational insights.
• Seamless Integration: Fixably seamlessly integrated with Compnow's existing systems and workflows, empowering their growth and enhancing sustainability.

Fixably's support and proactive problem-solving have made them a solid partner in Compnow's continued success, as they scale towards increasing their national coverage.

Fixably & Compnow forging a strong and successful partnership

Compnow, an Australian family-run IT solutions provider with over 30 years of experience, turned to Fixably to modernize their service management system. Guided by their motto, 'Your technology doesn't stop evolving, neither do we,' they sought to streamline workflows, enhance communication, and improve visibility while servicing over 35,000 devices annually. Since implementing Fixably, Compnow has significantly reduced manual effort, saving approximately 2,000 technician hours in just four months - while improving technician morale and retention by reducing tedious administrative tasks with streamlined, automated processes. They have also improved data accuracy, enhanced customer communication, and gained valuable insights into their operations, ultimately driving greater efficiency and customer satisfaction.

Ivan Krolo (National Service and EOL Program Manager), Thomas Britten (National Service Operations Manager), and David Incigneri (Automation Specialist and Project Co-owner) share their experience of integrating Fixably into Compnow's operations and the transformative impact it has had on their business.

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Overcoming System Limitations and Choosing Fixably for Enhanced Efficiency

Before adopting Fixably, Compnow managed its repair operations with another commercial ERP system that was not growing to meet their needs. Technicians couldn't communicate with customers directly, relying on external emails, which sometimes led to miscommunication and delays. The lack of integration with key vendor systems meant manual data entry, increasing inefficiencies and errors. The system also offered limited reporting capabilities, making it difficult to generate insights and improve operations. Its outdated user interface further hampered technician productivity. Compnow also faced issues with stock management, leading to inaccurate tracking. “The level of copying and pasting and the lack of integrations was ultimately what forced us to seek a new solution,” shares David Incigneri, Automation Specialist and Project co-owner at Compnow.

Recognizing the need for a more modern solution to support their growth, Compnow launched their exploration process which ultimately led to getting engaged with Fixably's team. In April 2023, Compnow met with Fixably representatives in person, and from there, the partnership swiftly advanced. “Every question I had was easily answered by the Fixably team, both through email and in person. It was literally just a journey very, very quickly from there,” says Ivan Krolo, National Service and EOL Program Manager at Compnow.

After exploring various options, Fixably stood out as the perfect solution, offering seamless integration with Compnow's existing systems, intuitive workflows, and comprehensive reporting capabilities — aligning not only with their operational needs and strategic growth plans in sustainability services — but also with the shared values and cultures of both organizations. “It was an immediate connection,” Ivan describes the strong rapport with the Fixably team.

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Compnow Sees 2,000 Hours Saved with Fixably 

After just four months of using Fixably, Compnow is already seeing substantial benefits. The platform's intuitive interface, seamless integrations, and automated workflows have drastically reduced the manual workload for their technicians. Thomas Britten, the National Service Operations Manager at Compnow shares: “Fixably has saved us significant time. It eliminated error-prone double data entries and the need to switch between systems, which has saved us nearly 2,000 hours over the last four months — absolutely remarkable.” This time-saving boost allows technicians to concentrate on more complex repairs and provide top-tier customer service, driving higher operational efficiency and customer satisfaction.

In addition to time savings, Fixably's streamlined workflows and enhanced visibility have had a positive impact on Compnow's performance by minimizing stock leakages and significantly cutting late part penalties.

The limitations of their previous system's part coding made accurate inventory tracking challenging. With Fixably, Compnow now has enhanced visibility into stock levels and usage patterns, enabling them to identify potential shortages and optimize stock allocation. This improved control is putting them on track to significantly reduce losses and maintain healthier inventory management.

Fixably's centralized platform and automated notifications provide real-time visibility into parts management, enabling timely actions that have dramatically reduced penalties. In the most recent month, penalties dropped to just a few hundred - a stark contrast to the thousands incurred previously. These improvements not only deliver substantial cost savings but also strengthen vendor relationships by showcasing Compnow's enhanced operational efficiency.

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Happier Technicians, Happier Clients: Fixably Empowers Compnow's Service Excellence

Beyond the hard numbers, Fixably's impact on Compnow's success extends to three crucial areas: technician satisfaction, customer communication and reporting.

By streamlining workflows and eliminating tedious administrative tasks, Fixably has significantly improved the daily experience for Compnow's technicians. This enhanced efficiency and reduced frustration foster a more positive work environment and contribute to higher technician retention—a key advantage in a competitive industry. As Ivan Krolo from Compnow explains, “Fixably was designed with a technician's perspective in mind, understanding their world.”

Fixably's integrated communication tools have transformed how Compnow engages with clients. By centralizing all repair-related communication, Fixably creates a clear audit trail, ensuring everyone stays informed. Automated notifications keep customers updated on repair progress and estimated completion times, improving transparency and trust. Ivan emphasizes the benefits of this system: “We no longer need to chase technicians for information. Everything, from emails to timelines, sits within Fixably. A client can call our Perth office, give us their job number, and we have all the details instantly. It's a game-changer for us.”

Fixably also empowers Compnow to provide exceptional customer service through enhanced reporting capabilities. The platform's centralized data and customizable reports make it easy to track key metrics, analyze trends, and provide clients with detailed insights into their service history. This transparency and data-driven approach strengthens client relationships and reinforces Compnow's commitment to service excellence. “In the past, we would spend days or weeks chasing data logs from scattered systems to answer client questions That's in the past now for us,” describes David Incigneri. “With Fixably, it's just click, click, click,” Ivan Krolo adds.

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Exceptional Support and Partnership: Compnow's Experience with Fixably

Compnow regards Fixably as an invaluable partner, highlighting their responsiveness, expertise, and proactive approach. Despite Compnow's complex and custom requirements, the implementation process was seamless, thanks to the dedication of the Fixably team. David Incigneri commends their commitment: “Our onboarding project manager, Cole, took our hand from the very start and guided us through... The team at Fixably was incredibly generous with their time and very patient.”

Since adopting Fixably, Compnow has consistently praised the outstanding support. Thomas Britten reflects: “The post-go-live support has been brilliant. If we email Fixably's support team, by the time we wake up the next day, the issue is usually resolved. It’s absolutely outstanding.” Compnow especially values Fixably's proactive problem-solving and their commitment to keeping the system up-to-date. Thomas adds: “The support team never asks for more details. They simply resolve the issue and say, 'Can you check it?” We've always responded, “Yep, it’s done. Carry on.''

By partnering with Fixably, Compnow has not only modernized its service management but also realized significant time and cost savings, improved technician satisfaction, and enhanced customer service. As Compnow scales toward growing their National services target, Fixably remains a key enabler of their pursuit of greater efficiency, operational excellence, and sustained growth. This seamless collaboration highlights Fixably's role as a trusted and indispensable partner in Compnow's ongoing success.

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About Compnow
‍With over three decades of experience, Compnow stands as a leading force in the Australian IT landscape. This generational, family-run business has built its reputation on a foundation of personalized service, cutting-edge solutions, and a commitment to empowering businesses through technology. As Australia's only Apple Authorised Enterprise Reseller across all major segments, Compnow also holds strong partnerships with industry leaders like HP, Lenovo, and Microsoft, ensuring a diverse and comprehensive portfolio of solutions. Specializing in B2B operations, Compnow serves the education and commercial sectors throughout the entire lifecycle of their IT equipment, offering businesses the building blocks needed to grow. 

With a strong focus on family values, diversity, and sustainability, Compnow adapts to the evolving tech landscape, ensuring cutting-edge solutions that grow with their customers. Living by their motto, 'Your technology doesn't stop evolving, neither do we', they provide tailored IT services and expert support to help businesses stay ahead. Compnow services and repairs over 35,000 devices yearly.

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