"An ounce of prevention is worth a pound of cure" holds true for technology investments
NEEDHAM, Mass. – January 2, 2007 – HiWired, Inc. (www.hiwired.com), a provider of services and support that helps consumers and small businesses utilize, enjoy and integrate their technology, today announced the launch of PC Check & Connect a proactive diagnostic service that identifies and troubleshoots technology problems before they occur. PC Check & Connect includes a systems-wide assessment that runs automatically once initiated, as well as a downloadable customer dashboard that provides them with one centralized interface to manage technology and reach a U.S.-based HiWired technology expert. The diagnostic service is made available free of charge to all customers, effective immediately.
“While other support companies offer consumers and small business traditional break/fix services, which are both costly and time-consuming, we offer proactive, preventative care and diagnostics to customers as well, to ward off potential issues before they arise,” said Michael Wexler, president of HiWired. “Better to learn your system is vulnerable before a virus brings it crashing down. Because of our analytic capability we have moved well beyond the ‘stuff breaks, so we fix it,’ model that our competitors offer,” he concluded.
With more than 45,000 customer problems solved over the past two years, HiWired is addressing an industry-wide issue. Consumers and very small businesses, which often have very similar system configurations, often do not proactively manage their computer systems. Owners rarely support computers and their associated devices adequately because maintenance is considered both time-intensive and complex. However, the lack of servicing can be extremely costly – because it is more difficult to fix something once it breaks than maintaining it beforehand.
“We needed technology support, and couldn’t afford full-time help, much less a help-desk and strategic IT counselor rolled into one. HiWired fixes problems as they occur, but troubleshoots as well. And, most importantly they have been able to guide our technology deployment, defining best practices for us to secure and manage our systems – so we get the most out of them that we can,” said Leslie Jorgensen, CEO, of Supporting Strategies, an accounting firm. “The PC Check & Connect diagnostic service means help is always a click away,” she concluded.
HiWired’s new diagnostic service is made possible because of its patent-pending PEARL data analytics system. The system allows HiWired to conduct comprehensive, systems-wide diagnostics on customers’ technology system and pinpoint trouble spots. HiWired is able to offer guidance that pre-empts future problems and helps the average customer to get more from their technology with less downtime. The data analytics system provides customized and personalized recommendations about managing a customer’s technology platform.
How It Works
Public Health, from a Technology Perspective
HiWired is able to draw conclusions and identify patterns across its customer base—currently over 45,000 customer problems solved and growing—through systems-wide analysis. For instance, HiWired data shows that only 29% of consumers have updated security software. In fact, one in five has no security software at all. HiWired monitors security compliance so that when the software is out-of-date—the customer knows. There is no guesswork, and no painful consequences from inadvertent update oversight.
Customer-Specific Diagnosis
When a customer comes to HiWired with a problem, the company automatically does a systems-wide scan to determine the overall health of the technology. This rapid-fire assessment takes only seconds, but it offers valuable insight into the customer’s technology. In fact, 80% of customers going through the PC Check & Connect diagnostic service receive some customized HiWired recommendation to optimize their security and/or performance.
Full Solution Capability
While the PC Check & Connect diagnostic service provides insight into the overall health of the system, HiWired is also on hand to help advise and repair, as needed. HiWired experts are available to deliver services from virus-removal to product setup. If software or hardware is needed, HiWired has relationships with product vendors to allow a seamless customer experience, which allows customers access to the best solutions available, without wasting time. HiWired is vendor-agnostic, so it is able to make the best recommendation for each customer, without trying to sell a particular brand or product line.
No Waiting Lines, No Appointments Necessary
HiWired’s PC Check & Connect diagnostic service provides ongoing monitoring and messaging, for interested customers. If the application is running, it alerts users to potential issues, such as out of date security software or insufficient memory to run critical applications. And, there is “One-Click” access to help. There is no need to lug a PC into a store, hunt around on the web for help, or wait days for an in-home visit. With “One-Click” a customer can communicate with a HiWired technician, when and where they need it.
Pricing
For a limited time, the PC Check & Connect diagnostic service is free and customers can talk with technical advisors about their results. If they need additional services, HiWired provides those starting at $50 a transaction and up. To get the PC Check & Connect diagnostic service customers can go to www.hiwired.com/web/join/checkandconnect
The company has experts available for personalized consultations from 9 a.m. to 2 a.m. eastern time. Customers can go to www.hiwired.com to learn more and initiate the session or call 1.888.MyHiWired (888.694.4947).
Analyst references are available.
About HiWired, Inc.
Founded in 2004 by IBM services veterans Singu Srinivas and Michael Wexler, HiWired provides consumers and small businesses with immediate, expert support for the PC and any technology that integrates with the PC including wireless networks, iPods, digital cameras, and smartphones.
Through its remote technology management services HiWired makes it simple for consumers and small businesses to utilize, enjoy and integrate their technology.
HiWired offers incident-based and ongoing remote technical support for customers struggling with technology tasks ranging from setup of new computers and digital devices to problem solving with more complicated technology and networking configurations. HiWired Advisors are 100% US based and staffed. For more information visit www.HiWired.com.
Media Inquires:
Cheryl Delgreco
Media Strategies
617.723.4004
cdelgreco@msipr.com
Meaghan Shields
Media Strategies
703.271.9050
meaghanshields@mac.com