pointman saves the day for the cio
DESCRIPTION
PointMan delivers superhero break-fix results with proof of performance and money-back guarantee. Astonishingly different, PointMan is the FedEx of field-based desktop computer hardware repair for businesses with hundreds or thousands of locations. POS hardware repair, PMS hardware repair, hardware maintenance, break-fix, point-of-transaction hardware repair, break-fix.TRANSCRIPT
SOLUTIONS IN A SINGLE BOUNDTM
In a fast-changing world, the need to satisfy customers is constant.
Keeping the POS working remains a challenge
POS Support Strategy = EBIT IMPACT
Sales Facilitation / Customer Satisfaction / Data Capture / Asset Life / CapEx Cycles / Maintenance Cost
Traditional methods too slow
Mean Time for Repairs PointMan Exchange 1 day Advance Replacement 1.5 days OnSite 3.75 days
First Attempt ResolutionPointMan Exchange 98%
Advance Replacement 82%
OnSite 70%
Traditional Methods Unreliable
Personal Service / Faster Restoration / Superior Reliability / Full Refurbishment / Extended Asset Life
Best Practices Hybrid Solution
How PointMan Exchange Works
Day 1: Packs Whole Unit• Your help desk submits trouble ticket to our website• Shipped in a hard-shell case custom fit to your asset • Easy to open/close clasps
Say Goodbye To: Traditional Advance Replacement Model Failings• DOA’S• Damaged cardboard box so store cannot return defective• Need for box cutters, shipping tape, courier pickup at store
How PointMan Exchange Works
Day 1: Ship replacement unit overnight FedEx• Base of operations near O’Hare Airport• Late cutoff time for FedEx• Gives you a full-day faster repair for orders later in day
Say Goodbye To: Traditional Onsite Model Failings• Tech not available• Wrong skill set for the Job and wrong part• First Tech visit purely diagnostic• Multiple trips over several days• High cost
How PointMan Exchange Works
Day 2: Tech Delivers replacement directly to sales counter• Exchanges good for bad• Connects, Configures, and Tests• Get site manager signoff• Ticket Closed
Say Goodbye To:Traditional Advance Replacement Failings• Replacement not delivered to precisely where
it is needed• Frantic extra calls to help desk asking where replacement is
How PointMan Exchange Works
Day 2: Tech Ships Defective Unit to Depot• Packs up defective unit• Takes to FedEx• Ships to Depot• Retains ship receipt proof•PointMan owns risk of asset loss
Say Goodbye To:Traditional Advance Replacement Model Failings• Defective units not returned to depot by store• Risk of loss of assets not returned • Cost of replacing lost assets for the hot spare pool
How PointMan Exchange Works
Day 3: Defective Unit Arrives at Depot•Cover-Off Refurbishment by OEM Trained Tech 125 PSI Air Compressor, New OEM Parts, Cleaned Inside/Out, “Like New” Result• Tested Three times by:1. Technician 2. Supervisor 3. QC Manager • Defective is Fully Refurbished , not just repaired• Extends asset life, defers CapEx
Say Goodbye To:• “Hit and Run” repairs that don’t last• DOAs• Short asset life• Frequent, expensive CapEx cycles
Proof of Performance
PointMan Provides• Detailed, auditable, verifiable PROOF of performance• Time stamps clearly Indicating results vs. SLA• Reasons and action for all events missing SLA
Money – Back Guarantee
Results Backed with a Guarantee• Only service provider in the Industry with:• Meaningful skin in the game• Measured vs. Specific metrics• Reported with actual data!
PointMan Radar
Your Assets are Tracked Throughout the Closed-Loop Process• Great for SarbOx Initiatives• Makes your asset controller happy
PointMan Senses
• Help Desk-Reported Problems vs Actual Repair Preformed• Repair Trends• OEM Engineering Bulletins and Issues• SME Advice• Process improvement: All Stakeholders
Model Comparison Summary
PointMan ExchangeSM
Ticket Closed Overnight
Full Refurbishment
Money-Back Guarantee
Proof of Performance
Covers Asset Loss
Lowest TCO
Enhance Image of IT
Org
Onsite
Store Down 3-4 days
Just a Repair
“Best Eff orts”
Vague Reports
Doesn’t Cover Asset Loss
Highest TCO
Not Best for Image of IT Org
Advance Replacement
Store Down 2-3 days
Just a Repair
No Guarantee
Vague Reports
Doesn’t Cover Asset Loss
Higher TCO
Not Best for Image of IT
Org
PointMan ExchangeSM is a Hybrid of the best of Onsite and Traditional Advance Replacement
Built for Companies with Thousands of Locations
Earned: Kudos from Customers and the Press
“Best IT Partner at Hertz Corporation”
Award-Winning
“We like PointMan’s core value of leaving customers feeling ‘better than even’ after each transaction”
Bust-A-Myth! Delivering Customer Service in a Self-Service World
Press - Recognized
“Best Service Provider”
