Can you share a brief overview of your company? When was Fixably established, and what are your goals?
We were technicians, and Fixably was built to meet our needs to manage the workflow of repairing electronic devices. Joel Mansnerus, the founder, wanted to develop a smarter way to run a repair business, a solution with customer satisfaction, environmental awareness and knowledge sharing at its core.
The result is a platform that lets technicians focus on repair work. Our larger goal is the global transformation of the after-sales business environment.
CEO & Founder at Fixably
Fixably was founded in 2015 and has over 20 professionals building the best service management solution for authorized service providers of mobile devices, computers, tablets, and other devices. Our innovations are built on an integrated approach that offers all the necessary tools and systems within a single interface.
After Joel and the team worked for years within the repair service industry, it became apparent that the systems built to support customer experience and repair workflows were outdated and inefficient. The existing answer was to make expensive customizations to general multipurpose systems.
The solutions still in use are often in-house software projects that have not been built to be robust and maintainable solutions, and the cost of ownership of a complex system is too much for one company.
What industries do you serve, and who are your current customers?
Fixably is not your average ERP software that’s built for all purposes. We focus on the needs of ICT repair service providers, adding optimization and knowledge that generates savings with every repair. It’s a purpose-built system for all ICT repair businesses.
What exactly is repair shop software and how does it work?
It’s an optimized service management software solution. Fixably has over 2000 features designed to support service flows that technicians, administrators, and customer success people follow. We offer a SaaS subscription model that costs a fraction of the cost of comparable solutions. It’s an easy-to-use solution that can be implemented on the fly.
What are some of the biggest challenges that repair shop software solves?
Typically, a repair case might be scattered within five or more systems — communications, logistics, diagnostics, parts ordering, labor compensation management, time tracking, BI, stock keeping, POS, and so on.
Using multiple systems to complete a single customer journey usually increases the chances of errors and is not the most efficient approach. Updating or rebuilding processes to support new and modern needs is typically a complicated process that is costly and slow.
Even if these systems are integrated to work together, they are not necessarily designed for the same process. And it takes a lot to maintain so many integrated systems.
It’s fantastic to see the difference after a new customer implements Fixably. Technicians, and other users, are pleased — that’s not a typical reaction after moving to a new ERP or CRM. I think it’s important to offer the best tools and systems for the people who are responsible for serving your customers. When they’re supported by the tools they’re using, it’s easier to be confident about providing good service. Positivity tends to spread within an organization.
Why is repair shop software necessary for modern organizations?
Repair services have been relegated to being considered just ‘logistics’ for too long. It hasn’t been adequately digitized. It’s not considered sexy enough to have customer-centric approaches. And it’s not, in general, a data-driven business.
Even though there’s a lot of data available, it’s scattered and the big picture is missing. Supplier responsibility and environmental awareness have put pressure on the circular economy, at the heart of which is repairing and recycling products.
How has Fixably been able to support organizations during the COVID-19 pandemic?
Fixably is about having a digital, location-independent business. The pandemic might have forced changes to processes to match changing situations, sometimes even daily.
With Fixably, admins can configure business functions to respond quickly to changing circumstances. This could mean changes to the self-service portal, shipping integrations, online payments, balancing load between locations, or giving end users the possibility to reserve time slots. A repair services provider can adapt to changes in a matter of minutes instead of say, waiting for an SMS provider to implement the functionality you want sometime in the future.
Tell us more about Fixably’s platform — what are the key features and capabilities, and what separates Fixably from other repair shop software?
We are proud to say that we are repair service professionals. At Fixably, we want each technician to benefit from the knowledge we’ve gained from a million repairs. Combined with our team’s software development skills in building similar systems, the result is a feature-rich solution that has an instant and long-term impact on the repair business.
One critical success factor is that we follow the latest developments in the industry and keep the product up to speed.
Fixably is the full suite for any repair service provider who wants to use the latest tools to run their business. It handles everything from end-user communication and interfaces to automated OEM part ordering and reporting. It connects to the systems of various parties within the after-sales ecosystem and organizes your production, with the gains showing in improved efficiency and more profitable business outcomes.
Is there anything noteworthy that’s on the roadmap?
Upcoming integrations will increase the efficiency of repair processes even more. We closely follow what’s happening within the industry and find ways to make the repair workflow profitable for everyone.
For instance, we prioritize updates to comply with any changes to the Apple GSX APIs. Customers shouldn’t have to pause their businesses every time there’s a change in the industry.
Most recently, we integrated Stripe for payments and QuickBooks accounting into our platform. We are constantly adding integrations that help businesses work digitally and be agile.
New features will always reflect our passion for the environment, supplier responsibility, reusability of devices and utilizing data for everyone’s benefit.
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