Business owners Daniel Moodie and Tara Smithyman have reviewed their own business and come up with a whole new formula in IT Support service delivery.

"Firstly, we re-skilled our team to include new fully accredited Microsoft and Apple technicians who have a wide range of IT experiences,", Tara said. "This has enabled us to provide professional services across both Microsoft and Apple platforms, and at levels that suit both individual computer owners for common repairs such as virus detection and remove to more complex integrated business-grade solutions which can include 24/7 network monitoring."

Then they went about implementing a new culture of customer service. "Our motto for anything to do with IT is to do it once and do it properly,", Tara said. "So many of our customers were trying to do things on the cheap to save money, but ended up needing to spend double in the long run because they didn't get a quality product or solution to begin with. We like to see our customers make a solid investment in the IT infrastructure - it can save them so much time, stress and money in the long run!".

With the backing of the highly skilled technical team, Total Microsystems have implemented a range of 'fair' pricing categories so that customers have clear expectations of technical services, turn around time and cost.

"Our pricing has changed and this has led to some services enjoying a price reduction or the security of a flat rate. Then we considered what customers wanted most from us. We realised they want to feel included. The goal of our customer service is to explain matters simply and honestly, and provide timely and reliable repairs," Tara said.

A Wide Range of Experience

Both Daniel and Tara have corporate backgrounds. Tara assists with the day to day management of the business while also running a digital marketing business - Ignite Digital Marketing. She is often called on to 'translate' the techno-gibberish into plain language that anyone can understand. "Having an understanding of both sides helps me to explain complex technical repairs or solutions to customers in plain every day language that they can understand and relate to".

Daniel has more than 10 years of skilled experience working for IT divisions in larger organisations. Having worked for many years in environments where there is 'no such thing as too many backups', he is the expert when it comes to creating data redundancy within your organisation. "In our experience, there are two types of people in life - the ones who have lost data before, and the ones who are going to one day lose it," Daniel says. "It can seem costly to implement a comprehensive backup solution - but you should ask yourself what your data is worth to you or your business?"

James (Daniel's younger brother) is the resident gaming computer expert. He can always be relied upon to recommend a computer with the appropriate specifications for carrying out any graphics or video intensive activities such as gaming, 3D Design, graphic design and video editing. 

Andrew is the virus removal expert! Even when all seems lost he can usually get a computer back up and running with minimal disruption to the client. He is also our resident Apple trained and certified technician and can often be found with Apple computers in various stages of disassembly or repair.

It's this depth of knowledge and experience which has allowed Total Microsystems to win major contracts with a range of clients, some located as far afield as the Central Queensland Mining Region. "We know that our new approach is working. Both local and national businesses are telling us they can rely on us, that our services are appropriate and they don't cost the earth."