The outcome was satisfactory; however, there is space for scaling up the online services funnel in order to reduce the refusal rate to accept new clients, as per the audit findings.
(PRWEB) February 17, 2013
Computer repair services are booming beyond expectations at the moment, or so feels the engineering team at iRepair.net. In a recent audit of the company focused around client-centric analytics, it has emerged that the leading technical support company has been losing clients from their online sales portal simply because they are not equipped to handle the demand of their services.
Citing this finding as “unfortunate” and “worrying”, Siddhartha Kapoor the Chief Technical Officer (CTO) of the company, claimed to be caught off-guard. “While we were aware that we could not accept new client requests in order to ensure the quality of service for our primary asset – our existing client-base – we had not assessed the impact of the situation before now”, said a worried Kapoor in a brief press conference today. “Our audit finds that whenever we have accepted a new client, we have been able to serve them at par with any of our existing clients. It was found that our client service speed and client satisfaction rates are also far ahead of what our intelligence believes to be the industry standard. So the encouraging news for our clients is that we are excelling as far as quality of service is concerned. However, the only real worrying outcome of the audit – the unfortunate fact that we could have had more business by simply scaling up our operations – is what caught us on the wrong foot.”
The knee-jerk reaction of this finding is believed to be a consensus among the executives of iRepair.net to scale up in two dimensions – the hardware infrastructure along with the network bandwidth, and the employee headcount. The former will help the company serve each request faster. The latter will let more clients get served in parallel. Together, the two-dimensional enhancements will introduce inherent scale increase in the company operations, resulting in potentially radical improvements in new client acceptance rates.
As per Kapoor, the bright side of the unfortunate finding lies in the fact that the company was anyway considering scaling up its online technical help provisioning software and the corresponding online computer repair service front end. The audit report confirms what iRepair.net had independently planning to do to be one of the right business decisions that would add more clients and revenue to the already-successful online computer support venture. The impact of the lost clients has already “causing substantial loss to the company”, and the scale-up process will be “conducted practically on war footing”, as stated by the CTO.