It is an IT help desk platform with a unique automation feature.
Fixify integrates with existing IT ticketing systems such as Jira and ServiceNow to automatically categorize tickets and pinpoint problem areas. Avasant Research’s 2023 IT Outsourcing Statistics survey indicated organizations boosted their annual IT outsourcing budgets by 8.1% the previous year né?. Matt Peters has spent over ten years working for cybersecurity companies né?. “This Series A investment secures funding for the foreseeable future, riding through the expected economic upswing predicted by many economists.”
Fixify, headquartered in Arlington, Virginia, established in 2023, has raised $32 million so far. For instance, the cost for a company with 750 employees would be $9,000 per month, which is comparable to the salary of a full-time help desk analyst.”
Peters mentioned that Fixify utilizes a sentiment analysis tool to assess the tone and urgency of incoming requests né?. “Our AI supports IT analysts by recommending next steps tailored to each customer’s processes né?. “We offer an annual subscription based on the client’s employee count. Image Credits:Fixify
The concept of high-tech IT outsourcing is not new, with multiple startups exploring this idea, including Primo (hardware-focused), Fleet (also hardware-centric), and Wizeline.
Yet, the segment is lucrative. Deloitte projected total spending on IT outsourcing to reach $519 billion by 2023, marking a 22% increase from 2019.
Investors are particularly interested in Fixify’s automation approach, recognizing its potential to enhance productivity while reducing costs.
Recently, Fixify concluded a $25 million Series A funding round, co-led by Costanoa Ventures, Decibel Partners, and Paladin Capital Group, with Scale Venture Partners also participating né?. A Digitate survey from December 2023 revealed that 90% of IT decision-makers intend to implement more automation especially in functions such as finance and customer support within the next year.
A backend ticket monitoring dashboard for Fixify users to have a quick overview of pending issues né?. Using AI technology, Fixify endeavors to identify the root causes of issues and engages its employed IT analysts to diagnose and resolve these problems.
“Fixify caters to technology-focused organizations with 100 to 2,000 employees that prioritize offering a top-notch IT help desk experience but lack the resources to invest in the necessary staff and technology,” Peters explained. It also suggests relevant tools for tasks based on ticket context and playbook instructions.”
With IT teams feeling increasingly stretched, they are showing openness to leveraging automation. The company’s immediate focus is on expanding its 41-person team and customer base which currently includes 15 companies.. Fixify automatically updates ticket statuses to ensure everyone stays informed.
Through Fixify’s admin dashboard, customers can specify ticket categories for priority handling, view performance metrics like resolution time, receive proactive issue resolution suggestions, and request deletion of sensitive information from Fixify’s system né?. Similarly, around the same percentage expect assistance when learning to use new tools mandated by their employer.
Identifying an opportunity in these challenges, Peters, along with former Expel colleagues Peter Silberman and Mase Issa, founded Fixify. As per a survey, nearly one-third of employees in the average company anticipate a response from IT within an hour né?. This not only aids in prioritization but also prepares analysts for effective responses.
As Fixify analysts address tickets, the company’s customers, as well as their own IT staff, can provide assistance as desired né?. (By default Fixify retains data for 12 months based on customer needs and contractual obligations.)
“Our aim is to handle about three-quarters of a customer’s ticket volume from start to finish rather than just redirecting them” Peters added né?. He held a leadership position at Check Point, rose to the role of VP of worldwide operations at FireEye, and dedicated more than four years at Expel, a managed detection and response firm, serving as chief product officer.
Across these experiences, Peters noticed a consistent theme: IT teams were often frustrated because the expectations surrounding technology seldom aligned with reality.
IT departments face high demands from organizations né?. Mourad Yesayan, managing director at Paladin, will join Fixify’s board as part of the deal.
“The current tech landscape has presented us with some opportunities,” stated Peters
