Troubleshooters targeting medium businesses


KUALA LUMPUR: Computer Troubleshooters (M) Sdn Bhd (CTS) hopes to gain a foothold in the IT support business by focusing on what it sees is an underserved group — medium-scale businesses.

It will focus on these mid-market customers, which are companies that use between 25 and 75 computers on their premises. Computer Troubleshooters is a global franchise.

“We believe this market is greatly underserved and we are offering our expertise to them,” said CTS director Yio Lim Han.

He claimed that IT support companies servicing small businesses do not understand the needs of medium-scale companies, while those servicing the large corporations do not see such contracts as profitable enough to bother with.

This is where CTS comes in. CTS said it provides IT support that is of higher quality than that of a regular computer-maintenance company and at prices lower than those paid by large corporations for such services.

It said medium-scale businesses can reduce their IT support costs and operational headaches by outsourcing such tasks to CTS.

According to Yio, mid-market businesses typically have only one or two maintenance persons to handle all aspects of IT support — everything from ensuring the PCs are running properly to making sure the server is operating at optimum levels.

“This is too much for one or two employees to handle and we can lend them a hand,” he said.

One-stop shop

Melvin Ong, CTS sales manager, said the company’s all-in-one maintenance service gives customers an added edge over conventional contracts.

“We don’t just solve your computer problems, we also act as middlemen who will communicate any grouses to the vendors supplying your IT equipment,” he said.

“In most cases, there are IT products and services from multiple vendors involved, especially when it comes to server systems. It can be troublesome for businessmen to sort through all this (when they really should be concentrating on running their business).”

CTS believes in taking a proactive approach with IT support. When a client engages its services, CTS provides a desktop tool to monitor the health of the customer’s IT infrastructure.

“With this tool, we’re even able to detect when a hard drive is about to crash, or when a server is not working properly,” Ong said.

When a fault is detected, an alert is sent to CTS’ international network operating centre and then to the CTS franchisee.

The franchisee then deals with the problem remotely after being allowed into the client’s system or, if it is a more complicated problem, sends a technician over to solve it.

According to Ong, more than 90% of the problems can usually be solved remotely.

Not to worry

Some businesses may have concerns about whether this tool may compromise sensitive company information or other privacies, but Ong said it only monitors the well being of the business’ IT system and nothing else.

“We also give our clients a detailed report on what we’ve fixed, for security and auditing purposes,” Ong added.

CTS declined to reveal the pricelist for its services, but said customers would shave off about 30% from their IT maintenance budget.

It has three franchisees under its name in the Klang Valley and hopes to sign up more around the country, but maintains that it is very stringent when giving out such licences.

“Franchise hopefuls are tested on their business and computer knowledge before they are considered, as part of a comprehensive screening process,” Ong said.

CTS also ensures that there is only one franchisee assigned to a particular area (decided according to postcode) to avoid unnecessary rivalry.

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