Case Study: Fast Fix 123 boosts Net Promoter Score 25% and scales customer support with Five9

Developing Strong Customer Relationships Through Five9

Fast Fix 123 is a Florida-based online provider of computer repair and IT support for consumers and small businesses, founded in 2012 and operating 24/7 with about 200 agents handling 2,000+ calls a day across North America, the UK, Australia and Germany. As it scaled, the company needed a cost-effective, easy-to-manage contact center that could route calls to the right agents, integrate with its ticketing system and partner analytics, and deliver detailed reporting to curb wasteful advertising spend.

Fast Fix 123 implemented Five9’s cloud contact center—using ACD, skills-based and conditional routing, IVR, blended inbound/outbound dialing, and integrations with its ticketing and RevenueWire analytics—which simplified training and international toll-free management. The solution improved sales conversions, reduced queue times, cut advertising waste, raised Net Promoter Score by 25%, saved on international numbers, and supported plans to double its agent count.

Fast Fix 123

Paul Cozzolino

Founder & Chief Executive Officer