Case Study: Computer Troubleshooters (Desktop Support) “The World's #1 computer service franchise network" (Entrepreneur Magazine, January 2005) [ Website ]

Computer Troubleshooters is a franchise network with over 450 locations in 23 countries (over 250 locations in the US & Canada). Local customers of every Computer Troubleshooters franchise benefit from the best of both worlds; the personal, friendly service you would expect from a small firm, with the support, expertise, and additional services you expect from a large organization.

Computer Troubleshooters mission is to create a worldwide network of independent computer professionals that are able to respond effectively to the needs of business and home computer users through experience, skills and training, and who collectively through mutual support and reliability, will become the service of choice for those seeking computer and business technology help.

The Challenge:
Computer Troubleshooters found themselves in need of a reliable Help Desk solution for their franchise owners. Having tried multiple reputable companies with poor results they decided to turn their attention to PC Helpline. The companies forged a contract model that would allow PC Helpline to provide a very high level technical support to the franchise engineers. Computer Troubleshooters found these services so vital that
they decided to include the first year subscription with the purchase of the franchise with options of renewal in subsequent years.

The Strategy:
PC Helpline began providing outstanding desktop support services to the field engineers, receiving rave reviews. These services are enjoyed by the engineers as they run into any number of issues whilst providing on-site support and find themselves in need of fast, reliable assistance. PC Helpline has supported countless issues for Computer Troubleshooters with a consistent, professional approach.

The Result:
The partnership with PC Helpline has given Computer Troubleshooters the freedom to focus on the growth and management of their franchise community whilst PC Helpline looks after the Help Desk needs for the company.