Scaling IT help desks with care: Fixify’s $25M Series A milestone

A little over a year ago here at Fixify, we set off on a voyage to build a company and transform an industry. 

“IT help desk” and “care” don’t often show up in the same sentence. In fact, it turns out that 55% of employees actively avoid using the IT help desk. We see that as an opportunity.

That’s why I’m excited to announce this important milestone; we’ve secured a new round of $25 million in Series A investment from our existing investors. It's a huge milestone, but what's really exciting is what it’s going to mean for the industry as we seek to put words like “love” and “care” back into the way people talk about their IT help desks.

No more compromises: it’s time for the IT help desk you’ve always envisioned

Starting out twelve months ago, we had an idea that we could change the way it felt to use technology at work. We thought that “care” could and should be a key ingredient of a good IT strategy. What surprised us was how many IT leaders we've met since then that are thinking about the same exact thing. These are passionate, talented leaders who are eager to deliver top-notch help desk experiences for their users but have been frustrated in their efforts.

As we did more research, we found a mixed bag of solutions. On the one hand, people-centric managed service providers (MSPs) were serving smaller customers in regional markets. As they took on more customers, MSPs added more people and that often didn’t scale. On the other hand, companies that built their own teams were turning to product vendors selling bots and automation. Too often, though, this tech automated the work back on the same end users who were asking for help, leaving them feeling “handled,” not cared for.

There had to be a better, more complete way that didn’t force a choice of people vs. bots.

Fixify’s new take on the IT help desk

Enter Fixify! Our new take on the IT help desk keeps humans in the loop by investing in tech to do what tech is good for – gathering data, providing context and automating the fix. That frees up our analysts to do what people are good at – interacting with end users and making smart decisions. Customers get the best of both worlds – automation and AI that scales with the work so our human analysts are freed up to scale care.

Here are a few of the highlights that we think are pretty nifty about our approach.

• We’ve added a human touch to every interaction. Behind every ticket is a real Fixify analyst, working with your end users in real time to deliver a personalized experience.
• We’re using tech to drive efficiency. Behind the scenes Fixify is chock-full of AI, machine learning, and automation. But we don’t inflict it directly on your end users :-). Rather we put it to work to make our own analysts uber-efficient, so they can focus on what really matters—your end users.
• We’ve put you in control and in the know. We plug into your ticketing system and your existing help desk process so there’s no need to retrain users. Then, you choose which tickets we take on and how we handle them. When you sign in to Fixify you’ll have a front-row seat to all the action, including visibility into the top issues, efficiency metrics, data on user sentiment that helps anticipate problems and proactively resolve them. 

Maybe best of all –  we do all of this at a cost that helps you stretch your budget so your team can get out of the ticket queue and onto big-picture projects — without worrying that service quality or IT’s internal brand will suffer.

Curious to see how it works? Book a demo and get a firsthand look at how Fixify can help your IT help desk reach its full potential.

More details on our funding

If you’re still with us, and curious about the funding details, our current investors — Costanoa Ventures, Decibel Partners, and Paladin Capital Group — co-led this round. These new funds, combined with our seed investment raise the total investment in Fixify to $32M. The funding boost showcases the confidence others have in us as we continue building out our new take on the IT help desk so organizations can truly scale their IT help desks with care.

And here’s more exciting news: we’re thrilled to welcome Mourad Yesayan, Managing Director at Paladin Capital Group, to our board of directors. He joins Dan Nguyen-Huu, Partner at Decibel Partners, and our three founders, bringing even more expertise and fresh perspectives to Fixify's board.

Scaling IT help desks, one smile at a time

We’re going to learn a lot as we go on this next leg of our voyage. As with any voyage worth taking, we'll likely meet our fair share of storms and sea monsters as we work to change the way people think about outsourcing and automating their IT help desks. What inspires us is the raw potential this has to create time for our customers to focus on the projects that matter most to them.

Finally, to our customers, family and friends, supporters, investors and amazing IT leaders we've met along the way -- thank you for being the wind in our sails.