email@example.com Page 1
Business Plan: Third Party Technical Support
At Your Service (AYS) will be a global third party on-demand technical support provider. AYS will
specialize in PC hardware, software and firmware support and maintenance for home, home office
and small businesses.
What customer problem are we trying to solve?
Over the past few decades, computers have become an integral part of our lives. The popularity and
advantages of internet, new technology and social networking has further increased the penetration
of computers. It is estimated that there are over 2.50 billion internet users in the world.
Regular use of computers, internet and technology often results in technical problems and require
maintenance and support. Very few users are equipped with the tools and know-how of resolving
most or all technical issues. Visiting a computer repair workshop or waiting for a technician to come
to your home / office is neither cost effective nor time saving. This has resulted in the growing
popularity of third party on-demand technical support via telephone, e-mails and live chat.
Solution and Value Proposition
AYS will provide immediate on demand technical support via multiple channels – telephone, emails
and live chat. AYS will have a team of Microsoft Certified System Engineers (MCSE) who would have
the necessary skills and experience for successful administration and resolution of diverse technical
problems encountered by computer users all over the world.
Our Value Proposition:
Quick resolution at affordable and unbeatable prices
24X7 instant access to experts
Hassle free technical support
Our certified computer and software technicians will provide solutions for a variety of technical
problems to ensure a trouble free computing experience for customers and subscribers. Along with
AT YOUR SERVICE
firstname.lastname@example.org Page 2
troubleshooting all technical issues, we will also provide maintenance support for optimal
Set-Up & Install
AYS technicians will set up customers’ computers and assist in installation of all applications and
Diagnostics & Repair
AYS technicians will diagnose and identify the root cause for all technical problems and fix them.
Virus & Spyware Removal
AYS technicians will help remove viruses and spyware and install security software for computer and
Internet & Networking
AYS technicians will help maximize internet connectivity and improve the experience of internet
browsing and network applications.
AYS technicians will optimize computer performance for highest productivity and efficient
AYS will provide comprehensive technical support for full range of desktops, laptops, tablets,
notebooks, home and business software applications and Operating Systems.
Third party technical support is a growing market segment. There is an increasing number of IT firms
in the market and the trend seems to be accelerating. With computers becoming a basic necessity
and the constant need to upgrade hardware and software, on demand technical support has
become an essential service in the recent years.
Computers have exploded throughout the world over the past 40 years from 2000 units shipped in
1960 to over 15 million units per year by 2003. With this rapid growth, there has been a
corresponding increase in the need for computer support services. Average downtime based on
email@example.com Page 3
computer issues cost companies 3.6 percent of annual revenue, showing that the market to fix
computer issues is large and valuable.
In 2008, the computer maintenance and repair industry consisted of 14,735 firms which generated
4.17 billion USD in revenue. Ninety percent of the firms in this industry employed five or fewer
employees. However, only one quarter of the firms were firms whose only business was
maintenance and repair. The Home PC repair end of the business began to be fully realized only in
the last few years.
In the last few years, there have been many new entrants in the online third party technical support
industry due to the increase in on demand computer services. Other than the third party service
providers, competition comes from a couple of different areas. The industry is still dominated by
Original Equipment Manufacturers (OEMs), which are companies that will visit a customer at his or
her home / office to repair the products that they make. In recent years, large chains like “Best Buy”
have opened up their own repair arms, which, powered by their name recognition and huge
marketing budgets, make them a formidable competitor for any computer repair business.
However, one factor favourably impacting the business that the owner has no control of is the
timing and frequency of big and important software upgrades, such as new editions of Windows,
which can lead to a spur in the business.
This will be a subscription based revenue model with product up-sells accounting for additional
Annual and multi-year service subscription
Unlimited technical support
throughout the year from certified
technicians and experts
Access to proprietary self-help tools
Special discounts on computer
hardware and software products and
$39.99 $129.99 $229.99
firstname.lastname@example.org Page 4
Sales and Marketing
Online advertising and marketing to generate inbound traffic (phone / email / chat): Search
Engine Optimization, Social Media Marketing, Ad-words and Keywords marketing
Outbound telemarketing through a trusted network of outsourced telesales service
providers: outsource a pay for performance outbound telemarketing campaign to smaller
and experienced telemarketing contact centers
E-mail and SMS marketing: Tie up with E-mail & SMS marketing companies to drive inbound
call traffic to our 1-800 number
HR / Training
HR Executives (2)
Ops Manager (1)
Proposed Team Structure for each outsourced third
party telesales service provider
email@example.com Page 5
AYS plans to finance growth mainly through cash flow and equity. We recognize that this means we
will have to grow more slowly than we might like.
Our projected profit and loss is shown below, with sales increasing steadily from the first year
through the second, and into the third year. We do expect to more than break-even in the first year
of the operation.
Note: All currency values in the charts and tables are expressed in USD ($).
Year 1 Year 2 Year 3
Year 1 Year 2 Year 3
firstname.lastname@example.org Page 6
Pro Forma Profit and Loss
Year 1 Year 2 Year 3
Sales 522,720 2,352,240 6,272,640
Total Cost of Sales 258,720 1,164,240 3,104,640
Gross Margin 264,000 1,188,000 3,168,000
Gross Margin % 50.51% 50.51% 50.51%
Total Operating Expenses 177,164 531,491 1,062,982
EBITDA 86,836 656,509 2,105,018
Interest & Taxes 21,709 164,127 526,255
Net Profit 65,127 492,382 1,578,764
Net Profit / Sales 12.46% 20.93% 25.17%
Writing a Business Plan forces the business owner / team to look at
the business in an objective and critical manner. It helps to focus on
ideas and serves as a feasibility study of the business’s chances of
success and growth. It becomes an operational tool to define the
company’s present status and future possibilities.
For questions or help in writing your Business Plan, write to us.