Hi, we’re Fixify

Over the last year, somewhere between thinking deeply about tacos and sea turtles, we managed to build a dream team, tap the genius of friends old and new, build an incredible technology platform, and start working with an amazing group of early customers. Now, we couldn’t be more excited to finally tell you what we’ve been cooking up here at Fixify.

Today we’re announcing a new take on the IT help desk—one that combines whip-smart tech and a team of dedicated people to deliver an outsourced help desk with a handcrafted, human touch.

The big idea

My co-founders and I didn’t start our careers in IT—we cut our teeth in cybersecurity. And when we jumped into the IT world with fresh eyes and big ideas, we were positively blown away by the people we met. Everywhere we looked there were talented, dedicated leaders, people who were generous with their time and attention. And as we met with folks, one theme kept coming up again and again: people in IT were frustrated because the expectation of technology and the reality rarely matched up.‍

These are people who care about caring. They may have gotten into IT because they loved technology, but they thought and talked relentlessly about their end users. "I may have 'technology' in my title, but I'm really in the helping-people business," said one leader we spoke to. They were all trying to help the employees at their companies have a better experience, when it seemed like every vendor was trying to sell them a more efficient one.

The more we talked, the more we realized the mix was off — somewhere between the first IBM mainframe and the arrival of laptops on every desk, the technology-human relationship had lost its way. We all forgot that tech is here to help people, not the other way around. Now we’re at the dawn of generative AI, one of the most thrilling innovations in a generation, and we were hearing concerns that the problem would get worse, not better.

So we asked ourselves, what did people want the IT experience of the future to look like? Could we make it more like The Jetsons, and less Matrix-y? And then we started to envision a different relationship to technology, one that’s more creative, and more, well, human. Next thing we knew, we were on a mission to build a new approach to IT that lets users feel taken care of, not handled.

How we’re changing IT

So we’ve built something for the IT leaders we talked to, and for countless others we haven't met yet, because we know they’re unsung heroes working hard to keep the lights on and let their end-users know they care. It’s an IT help desk solution that puts people, and their experiences, first.

We’ve combined a purpose-built technology platform that’s designed to optimize for the feeling of the end user, along with a team of thoughtful humans, to create a service-desk experience that you can trust. And, because no two IT shops are the same, we've built our system to be adaptable. You can outsource as much or as little of your help desk as you'd like, while benefiting from data analytics and pattern recognition that powers you with fresh insights to keep making your IT operation better and better.

The Fixify approach

All along the way, we’ve followed a few guiding principles:‍

It should be really easy to onboard. We're not a ticketing system that you have to rip and replace. We connect up to your existing system (JIRA, FreshDesk, ServiceNow, etc.) in seconds and automatically categorize your tickets to identify hotspots and issues.

We're mindful that every environment is different. Our platform integrates directly with your tools and ticketing system so we can deliver in harmony with what you've already built. Our natural-language configuration catalog allows us to absorb runbooks (if you have them) and our data analysis can infer them (if you don't). In either case, we'll update each ticket with exactly the steps we take, so we can stay in sync and get better together.

We use AI/ML, but only to make people smarter. Our AI helps us identify root causes, diagnose tricky issues, and get our folks (and yours) unstuck fast, so our analysts can focus on delivering a personalized experience while resolving each IT help desk ticket quickly.

Collaboration is key. We do the heavy lifting for you and provide the metrics to show how it’s working, like real-time sentiment analysis and SLA compliance. You also get real-time access to the work we're doing, as we're doing it, so you can ride along or lend a hand (if you want).

When it comes to outsourcing, you control the dial. Whether it's one class of issue, or the whole enchilada, you can configure the platform to have us do as much, or as little, as you want.

We think tomorrow should be better than today. Our metrics and data analytics are designed to give you handy ‘ahas’ and recommendations so you can anticipate problems and proactively resolve them.

If you’re an IT leader, all of this helps you accomplish two big things: you can get your IT team out of the ticket queue so they can work on more strategic, rewarding work that benefits the organization. And you can create an atmosphere that supports and inspires your end users to do their best work.

If you're a CFO, there's one more big benefit: we can do all of this for less than it costs you to run your IT help desk in house. That means you can scale your IT help desk with care, at a price that stretches your budget.

We couldn’t be more grateful for you

As you can imagine, we're hugely jazzed about what we've managed to accomplish, and how far we've come. We also know it wouldn't have been possible without a ton of help—from our investors who saw the vision early, friends and colleagues who shared their experience and insights, IT experts who trusted us enough to share what it's really like in the trenches every day, to the Fixins who joined our merry band and poured their hearts into this. We're so very excited about all of these things, and we can't wait to see what happens next.

If you'd like to know how we can help you scale your IT operation—while helping your end users fall in love—we'd be delighted to hear from you!

‍Before co-founding Fixify, Matt, Mase, and Peter were solving problems in the cybersecurity world. Now, they’ve teamed up to build a new take on the IT help desk.