Horizon DataSys offers home, commercial and institutional applications for automated computer maintenance, access control, PC optimization and disaster recovery. The company also manufactures backup drives and offers online backup to customers.
One of Horizon DataSys’s most popular products is Drive Vaccine, which restores public computers back to a baseline configuration for the OS and software. RollBack Rx restores personal computers to their original state. Reboot Restore Rx is a freeware restoration tool for public access computers such as those used at libraries and schools. Since Reboot Restore Rx software is free, it has become popular with cash-strapped small businesses and institutions, like Internet cafes and school districts.
How Horizon DataSys Is Changing Its Support Model
Horizon DataSys has implemented additional channels for user support and sales inquiries. Instead of relying as heavily on email and frequent multi-day delays waiting for a response, Horizon DataSys has rolled out instant messaging chat modules to get help quickly. It has extended its service hours in the main office. Horizon DataSys has created a community forum where users may be able to share advice and help each other. The company has set up international calling numbers to support its growing international market. The company has implemented these changes to provide real-time or rapid responses to service requests.
Additional Outreach and Support Initiatives
Horizon DataSys has rolled out a company blog. It will soon be hosting webinars to demonstrate features and proper usage of their products. These communication channels build rapport with customers while giving the company a way to promote additional products and services to its clients.
Reasons for the Change
The improved customer service was necessary to retain the new institutional customers that have been adopting Rollback RX and Drive Vaccine version 10. If Horizon DataSys had not improved its service level, it would have risked losing many of its new and more profitable customers. Horizon DataSys is rolling out multiple support and sales channels at once to both retain existing customers and gain new ones.