SCOUT IT is a Florida-based repair shop, Managed Service Provider (MSP), and Apple consultant. SCOUT IT is 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.
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.
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.
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.
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 % 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”.