Today, we’re excited to announce our participation in Fixify’s Series A. Fixify enables businesses to offer world-class IT support to their employees without the hassle and overhead of building a big internal team.
Every organization with knowledge workers has IT demands whose complexity increases with size. Central to the IT function is the helpdesk, which is responsible for supporting employees. This is not a core competency or differentiator for any company, which makes it a prime candidate for purchasing as a service. At the same time, a poorly-functioning IT helpdesk can be a big drag on company performance and all too often we’ve seen organizations struggle to meet their internal IT demands. Ultimately, organizations have to choose between poor support (e.g., bad SLAs) or a high cost (hundreds of dollars per employee per month) when outsourcing or having an in-house team.
Fixify resolves this tradeoff with an IT helpdesk service solution that is smooth, fast and cost-effective–one that serves the needs of their employees. To make this possible, they’ve built automation, powered by the latest in AI, that can handle a majority of support tasks. Where automation reaches its limits, skilled professionals from Fixify’s team can also step in, creating a perfect blend of technology and human expertise.
Other attempts at this market have failed to deliver on the high standard set by internal IT helpdesk teams. We’ve already alluded to outsourcing providers that relied exclusively on people, leading to subpar service quality and excessive costs. On the other end of the spectrum, we’ve seen companies try to solve this without a human in the loop. This often leads to a significant number of unresolved tickets that then need to be sent back to an internal IT team, thus failing on the promise of solving the helpdesk problem for their users.
A solution like Fixify’s has only just become possible. In the past, only simple tasks that are mechanical in nature could be automated, but any request that required navigating unstructured data or making a decision around fuzzy boundaries was off-limits. With AI, Fixify has been able to increase the surface area that the product can cover, resulting in improved resolution times and satisfaction among the employees filing support requests.
Prior to this investment, we had the privilege of knowing Matt Peters, Peter Silberman, and Mase Issa through our investment in Expel, where they were instrumental in the company’s success. We can’t imagine a better and more prepared team to build a product that provides automation with a human touch. We’re eager to partner with them again at Fixify as they build and scale the business.
