Topics
Latest
AI
Amazon
Image Credits:Rohane Hamilton / EyeEm / Getty Images
Apps
Biotech & Health
Climate
Image Credits:Rohane Hamilton / EyeEm / Getty Images
Cloud Computing
DoC
Crypto
Fixify’s backend ticket monitoring dashboard, where users can get a snapshot of outstanding issues.Image Credits:Fixify
Enterprise
EVs
Fintech
fund raise
gismo
game
Government & Policy
Hardware
layoff
Media & Entertainment
Meta
Microsoft
Privacy
Robotics
surety
societal
Space
Startups
TikTok
Transportation
speculation
More from TechCrunch
Events
Startup Battlefield
StrictlyVC
Podcasts
Videos
Partner Content
TechCrunch Brand Studio
Crunchboard
Contact Us
Matt Peters has spend more than a decade working for cybersecurity vendors . He was a team lead at Check Point , mount the collective ladder to VP of worldwide operations atFireEye , and spent over four years at Expel , a managed detection and response firm , as chief product military officer .
Peters says a surprising common thread ran through all these experience : IT teams were rag because first moment around engineering rarely matched up with reality .
Organizations take a pile of their IT departments . Accordingto one poll , well-nigh a third of staff at the average company coin bank on a reply from IT within an minute . Roughly the same percentage ask help with any new tool that their employer need they learn .
In these challenges , Peters perceived opportunity . Along with Peter Silberman and Mase Issa , both ex - Expel colleagues , Peters foundedFixify , an IT help desk chopine with an automation twist .
Fixify link to subsist IT ticketing systems , like Jira and ServiceNow , to automatically categorise tickets and identify problem “ hotspot . ” Using AI , Fixify strain to discover the root causa of problems , then recruits IT analyst that it employ to diagnose and fix the problems .
“ Fixify is designed for technical school - centrical organizations between 100 and 2,000 employees that care about provide a high - quality IT help oneself desk experience , but are n’t able to put in the staff and technical school spate require , ” Peters tell . “ We charge an yearly subscription based on the number of employees a customer has . For a company with 750 employees the cost would be $ 9,000 per month , or about the price of one full - clip help desk analyst . ”
Peters says that Fixify uses a sentiment analysis puppet to judge the tone and importunity of incoming requests . This not only helps with triage , he says , but give analyst an idea of what to expect and how to respond .
Join us at TechCrunch Sessions: AI
Exhibit at TechCrunch Sessions: AI
“ By tracking view from the start to the close of a just the ticket , we can monitor the user experience and quickly tell apart when supererogatory care is needed , ” Peters added .
As analysts form through tickets , Fixify customers — and their own IT worker — can lend a hand if they choose . Fixify mechanically update just the ticket status to insure stakeholder stay on the same page .
From Fixify ’s admin dashboard , customers can particularise which categories of tickets they need analysts to prioritize . They can also take in carrying out metric ( e.g. sentence to closure ) and suggestions to proactively address outcome , as well as file requests to delete sensitive information from Fixify ’s political program . ( By default , Fixify retain data for 12 months subject to “ customer indigence and contractual debt instrument . ” )
“ Our goal is to manage around three - quarters of the customer ’s ticket mass from outset to cultivation — not just re - route them , ” he continued . “ Our AI assists IT analysts by suggesting next step establish on each client ’s specific summons . They also identify relevant tools for each task by break down the slate context and playbook instructions . ”
IT teams have shown a willingness to cover automation as they find themselves stretchedthinner and thinner . In a December 2023 Digitatesurvey , 90 % of IT decision - Godhead said they plan to deploy more automation , specially in purpose like finance and customer support , in the next 12 month .
The estimation of high - tech IT outsourcing is n’t raw . Several startups are trying the melodic theme , includingPrimo(which focuses specifically on hardware),Fleet(which also has a hardware bent ) , andWizeline .
But there ’s quite a little of money in the segment . Avasant Research ’s 2023 IT Outsourcing Statisticssurveyfound organisation increase their one-year IT outsourcing budget by 8.1 % last class . Deloitteprojectedtotal spending on IT outsource to strain $ 519 billion by 2023 — a 22 % tick up from 2019 .
Investors seem take on with Fixify ’s automation slant — perhaps because of automation ’s potential to boost productiveness while lowering overhead .
This calendar month , Fixify conclude a $ 25 million Series A round of golf atomic number 27 - led by Costanoa Ventures , Decibel Partners , and Paladin Capital Group , with engagement from Scale Venture Partners . Mourad Yesayan , managing music director at Paladin , contrive to get together Fixify ’s board as part of the pot .
“ The broad technical school slowdown has actually created a couple of chance for us , ” Peters said . “ This Series A investment provides funding for the foreseeable futurity — and certainly through the expected uptick in the economic system that many economist are anticipate . ”
Arlington , Virginia - based Fixify , which launch in 2023 , has raise $ 32 million to escort . The business firm ’s near - term focus is growing its 41 - person hands and customer floor , which presently abide at 15 companies .
