History: Heroic Feats
The PointManagement story is indeed told well through the eyes of PointMan, our Super Hero. Our founder learned to operate with service excellence as a cornerstone during his 10 years at FedEx. He then came into the computer hardware service industry where he was struck with the lack of urgency, enabling technology, and service performance standards. After 10 years as a CMO in that business, he grew tired of trying to persuade the company that service actually matters and started PointMan.
He set out to craft “The FedEx of the computer hardware service business”. He knew he could inject what he learned at FedEx into what he saw as a sleepy, uncommitted maintenance industry. The pillars upon which he built PointManagement and its signature PointMan ExchangeSM process were:
As customers came aboard, each was impressed with the difference PointManagement made to the image of their IT organization, the speed and reliability of ticket resolution, the decrease in help desk call volume, and the EBIT impact we gave them. Every customer that tried PointMan Exchange service remains with us – and has grown.
Today, industry leaders with hundreds or thousands of locations have discovered the PointMan way including La Quinta, Hertz, UPS, National, Enterprise, Alamo, and Penske Corporation. The company was now recognized as the best practices provider in the industry. Hertz awarded us “Best IT Partner at Hertz Corporation. PointManagement is also highlighted in a book on service excellence “BAM! Bust-A-Myth: Delivering Customer Service in a Self-Service World” (-Moltz). As IT leaders learn there is indeed modernization and customization in the hardware service business, PointManagement continues to grow.
We know you’ll find us to be as heroic as PointMan portrays us and have devised some great ways to try us without risk or obligation. We exist to enhance the image of IT organizations and promote their leaders.