Executive Summary: CougarTech Repairs Enhances Operations with Fixably

Adoption of Fixably: CougarTech Repair at BYU transitioned to Fixably in 2020, replacing their outdated in-house system to meet growing business demands.

Increased Efficiency: Fixably’s automation and structured processes improved operational efficiency, enabling CougarTech to manage more repairs effectively.

Better Customer Communication: The platform enhanced customer communication with detailed repair updates and plans for future improvements like text message reminders.

Support for Growth: Fixably’s scalability has supported CougarTech’s growth, allowing for new services like cleaning and data recovery, and accommodating evolving business needs.

The in-house solution couldn’t keep up with business demands

Initially, CougarTech Repair relied on an in-house system developed by their IT team. While it was functional in the early days, the system struggled to keep pace with the increasing volume of repairs. Additionally, as the store grew, the team found it increasingly difficult to find time to update and develop the system.

Derryck Dunn, Repair Manager at CougarTech Repair, recalls the challenges they faced, "I remember funny stories of my technicians telling me that they would come in the mornings and start the system up, and it would take about 10 minutes to pull all the information." The limitations of the in-house system became increasingly apparent, hindering their ability to efficiently manage repairs and maintain their high standard of customer service.

Recognizing the need for a more sophisticated solution, CougarTech Repair adopted Fixably's comprehensive repair management platform in 2020. The transition to Fixably brought about a significant transformation in their operations.

Key Benefits of Using Fixably:

• Simplicity and Ease of Use: Derryck, the Repair Manager at CougarTech, emphasizes "simplicity" as a major benefit, stating that Fixably is much cleaner, more straightforward, and easier to use than their previous system. This simplicity makes it easier for both new and experienced technicians to adapt to and utilize the platform effectively. “It is very helpful for new technicians to follow procedure, for example, checking in a device," he explains.
• Improved Structure and Efficiency: Fixably's structured processes and automation features have significantly improved efficiency at CougarTech Repair, making operations more organized. The platform's ability to handle their customer load, streamline processes, and keep track of repairs has freed up time and resources.
• Seamless GSX Integration: The integration with Apple's GSX system has been pivotal for CougarTech Repair. This integration streamlines repair processes, eliminating the need for manual data entry and reducing the risk of errors. It also allows for real-time updates on repair statuses, further enhancing efficiency.
• Enhanced Customer Communication: Fixably has improved CougarTech's ability to communicate with customers throughout the repair process. The platform allows for detailed note-taking, ensuring that everyone is on the same page regarding a repair's status. While email communication has been helpful, they are exploring additional features like text message reminders to further enhance customer communication.
• Scalability and Growth: Fixably's robust platform has provided CougarTech Repair with the scalability needed to support its growth. The ability to easily add new service offerings, like cleaning services and data recovery, demonstrates the platform's adaptability and its capacity to accommodate their evolving business needs.

Moreover, Fixably's intuitive interface and automated features empowered CougarTech Repair to handle a larger volume of repairs without compromising service quality. Derryck emphasizes the positive impact on their operations, noting, "It's allowed us to really keep things a little more organized and to be able to handle the customer load better." 

Continued Growth and Partnership

Looking ahead, CougarTech Repair is confident in Fixably's ability to support their continued growth and expansion. They have already leveraged the platform to introduce new service offerings, such as cleaning services and dedicated data recovery, with plans to expand further.

CougarTech Repair's journey exemplifies the transformative power of Fixably's repair management solution. By embracing a more efficient and customer-centric approach, CougarTech Repair has solidified its position as a trusted service provider, exceeding customer expectations while driving operational excellence.

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