PointMan delivers superhero break-fix results with proof of performance and money-back guarantee. Astonishingly different, PointMan is the FedEx of field-based desktop computer hardware repair for businesses with hundreds or thousands of locations. POS hardware repair, PMS hardware repair, hardware maintenance, break-fix, point-of-transaction hardware repair, break-fix.

1. SOLUTIONS IN A SINGLE BOUNDTM

2. In a fast-changing world, the need to satisfy customers is constant.

3. Keeping the POS working remains a challenge

4. POS Support Strategy = EBIT IMPACT
Sales Facilitation / Customer Satisfaction / Data Capture / Asset Life / CapEx Cycles / Maintenance Cost

5. Traditional methods too slow
Mean Time for Repairs
PointMan Exchange 1 day
Advance Replacement 1.5 days
OnSite 3.75 days

6. First Attempt Resolution
PointMan Exchange 98%
Advance Replacement 82%
OnSite 70%
Traditional Methods Unreliable

7. Personal Service / Faster Restoration / Superior Reliability / Full Refurbishment / Extended Asset Life
Best Practices Hybrid Solution

8. How PointMan Exchange Works
Day 1:
Packs Whole Unit
• Your help desk submits trouble ticket to our website
• Shipped in a hard-shell case custom fit to your asset
• Easy to open/close clasps
Say Goodbye To:
Traditional Advance Replacement Model Failings
• DOA’S
• Damaged cardboard box so store cannot return defective
• Need for box cutters, shipping tape, courier pickup at store

9. How PointMan Exchange Works
Day 1:
Ship replacement unit overnight FedEx
• Base of operations near O’Hare Airport
• Late cutoff time for FedEx
• Gives you a full-day faster repair for orders
later in day
Say Goodbye To:
Traditional Onsite Model Failings
• Tech not available
• Wrong skill set for the Job and wrong part
• First Tech visit purely diagnostic
• Multiple trips over several days
• High cost

10. How PointMan Exchange Works
Day 2:
Tech Delivers replacement directly to
sales counter
• Exchanges good for bad
• Connects, Configures, and Tests
• Get site manager signoff
• Ticket Closed
Say Goodbye To:
Traditional Advance Replacement Failings
• Replacement not delivered to precisely where
it is needed
• Frantic extra calls to help desk asking
where replacement is

11. How PointMan Exchange Works
Day 2:
Tech Ships Defective Unit to Depot
• Packs up defective unit
• Takes to FedEx
• Ships to Depot
• Retains ship receipt proof
•PointMan owns risk of asset loss
Say Goodbye To:
Traditional Advance Replacement Model
Failings
• Defective units not returned to depot by store
• Risk of loss of assets not returned
• Cost of replacing lost assets for the hot spare pool

12. How PointMan Exchange Works
Day 3:
Defective Unit Arrives at Depot
•Cover-Off Refurbishment by OEM Trained Tech
125 PSI Air Compressor, New OEM Parts,
Cleaned Inside/Out, “Like New” Result
• Tested Three times by:
1. Technician 2. Supervisor 3. QC Manager
• Defective is Fully Refurbished , not just repaired
• Extends asset life, defers CapEx
Say Goodbye To:
• “Hit and Run” repairs that don’t last
• DOAs
• Short asset life
• Frequent, expensive CapEx cycles

13. Proof of Performance
PointMan Provides
• Detailed, auditable, verifiable PROOF of performance
• Time stamps clearly Indicating results vs. SLA
• Reasons and action for all events missing SLA

14. Money – Back Guarantee
Results Backed with a Guarantee
• Only service provider in the Industry with:
• Meaningful skin in the game
• Measured vs. Specific metrics
• Reported with actual data!

15. PointMan Radar
Your Assets are Tracked Throughout the Closed-Loop Process
• Great for SarbOx Initiatives
• Makes your asset controller happy

16. PointMan Senses
• Help Desk-Reported Problems vs Actual Repair Preformed
• Repair Trends
• OEM Engineering Bulletins and Issues
• SME Advice
• Process improvement: All Stakeholders

17. Model Comparison Summary
PointMan ExchangeSM
Ticket Closed Overnight
Full Refurbishment
Money-Back Guarantee
Proof of Performance
Covers Asset Loss
Lowest TCO
Enhance Image of IT Org
Onsite
Store Down 3-4 days
Just a Repair
“Best Efforts”
Vague Reports
Doesn’t Cover Asset Loss
Highest TCO
Not Best for Image of IT Org
Advance Replacement
Store Down 2-3 days
Just a Repair
No Guarantee
Vague Reports
Doesn’t Cover Asset Loss
Higher TCO
Not Best for Image of IT Org
PointMan ExchangeSM is a Hybrid of the best of Onsite and Traditional Advance Replacement

18. Built for Companies with Thousands of Locations

19. Earned: Kudos from Customers and the Press
“Best IT Partner at Hertz Corporation”
Award-Winning
“We like PointMan’s core value of
leaving customers feeling ‘better
than even’ after each transaction”
Bust-A-Myth! Delivering Customer
Service in a Self-Service World
Press - Recognized
“Best Service Provider”

20. info@pointmanllc.com
www.pointmanllc.com
SOLUTIONS IN A SINGLE BOUNDTM