Troubles few at surging Computer Troubleshooters

BOULDER — A client-focused approach to information technology coupled with a passion for the industry and good communication propelled Boulder-based Computer Troubleshooters to a 159 percent revenue increase since 2010.

The IT company offers a broad scope of services for small- to medium-size businesses.

“We’re basically monitoring PCs to get a heartbeat on them … monitoring servers, for 90 percent of our clients we do backups, manage firewalls and even sell phone systems,” said Jay Burgess, president and founder of Computer Troubleshooters Boulder. He started the business in 2002 and works almost exclusively with businesses, sending IT experts to business sites on a prearranged schedule.

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Burgess recently acquired two small IT shops and rolled them into his business. It’s a shared work-shared reward model, bringing new clients in while offering the former business owners relief from weekend or late-night emergency calls. The move grew his company from four people to nine with revenue topping the $1 million mark in 2012.

Computer Troubleshooters weathered the recent recession well, sheltered by loyal clients with steady business throughout the economic upheaval. He works primarily with Boulder-area businesses, ranging from local architects to RealD, a 3D technology company. When a client grows, Computer Troubleshooters grows with it, Burgess said, keeping the company successful.

Burgess primarily used word-of-mouth marketing to expand his business, although the Computer Troubleshooter franchise — of which Burgess became a part in 2007 — helped with website marketing, vendor relationships and idea sharing among IT service companies across the nation. His quality employees also help keep customers satisfied.

“They are all passionate about technology and also about making the customer happy,” Burgess said. “That’s a huge reason for our success.”

He strives to avoid industry pitfalls such as missed appointments or unfinished services. Burgess typically assigns one employee to a client site, which helps ensure clear, consistent communication, good relationships and appropriate follow through.

“I can’t tell you how many times we’ve picked up a new client because the last IT company didn’t communicate,” Burgess said.

His willingness to listen to clients and sit down to work with them enhances his success and customer retention, Burgess said. He plans to grow the company in a fresh direction by partnering with a New York-based colleague and offering cloud computing.

“We’re going to spin up some virtual servers … and as everything starts going to the cloud, I’m going to offer that to my clients,” Burgess said. Computer Troubleshooters will manage all aspects of the technology for interested clients, with the servers housed in a local data center.