The one-time outage fix should have become a monthly agreement
Puffly helps you follow up with small offices after the fire drill is over. Puff points out who is ready for a real agreement. Free to start.
Where IT support company leads come from
Office managers in a crisis
The server is down or the email stopped, and someone searches for help in a panic. They will hire whoever can be on-site or online fastest.
Referrals from other local businesses
Accountants, bookkeepers, and phone vendors who see small offices struggle with tech and pass your name along.
Existing clients adding staff or a location
A client who hires three new people or opens a second office needs new laptops, accounts, and a network.
Owners who outgrow the nephew who does IT
A practice or shop that has been getting by with a friend or family member and now needs someone reliable.
What slow follow up costs a IT support company
Small offices call when something is broken, and once it is fixed they go back to ignoring IT until the next problem. If you do not follow up while the pain is fresh, the chance for an ongoing agreement fades. A proposal sent after an assessment can also sit on a busy owner's desk for months.
A pipeline that fits a IT support company
Puffly’s pipeline is yours to name. Here is one way a IT support company could lay it out.
- Inquiry or emergency callSomeone called about a problem, or asked what ongoing support looks like.
- Discovery callYou talked through their setup, headcount, and what is causing the most pain.
- Network and systems reviewYou looked at their equipment, backups, and accounts and wrote down what you found.
- Proposal sentThe owner has a monthly plan or project price and is deciding.
- OnboardingThe agreement is signed and you are documenting their systems and getting everyone set up.
Follow up moments worth a reminder
You fixed an office manager's outage on Tuesday and there is no ongoing plan yet
"Hi Carmen, glad we got you back up on Tuesday. Want me to look over your backups and updates so it doesn't happen again? Takes about an hour."
The review is done, the proposal went out ten days ago, and the owner has not answered
"Hi Dr. Ellis, following up on the proposal. Happy to walk through it on a quick call and adjust anything that seems off for your practice."
A client has been with you for a year and a new hire starts next month
"Hi Ray, I saw you have a new hire starting soon. Want me to set up their laptop and accounts before day one?"
Puff, your AI teammate, can draft these messages and line up who to call next. Outreach waits for your approval unless you choose otherwise.
The shape of the year
Year-end budget planning and January bring a wave of equipment and security questions. Busy seasons for other businesses, like tax season for accountants, are when downtime hurts most, so reach out ahead of them. Slower weeks are a good time to send old assessments back to owners who were not ready.
Questions from it support providers
Can I track a monthly client and a one-time job differently?
Yes. Use the pipeline for new agreements, and use tasks for renewals and reviews. You can add a note or a tag to show who is on a plan and who is a one-time fix.
Does Puffly replace my ticketing or monitoring tools?
No. Keep using your ticketing, remote management, and monitoring software. Puffly is where your leads, proposals, and follow up live.
What if a call comes in while I am on a job?
You can turn on missed-call text back, an opt-in automation, so a caller gets a reply. Puff Voice, an AI receptionist, is also available as a paid add-on if you want calls answered.
Puffly for related trades
Start with the free CRM.
Leads, contacts, deals, tasks and your own branded lead form cost nothing. No card to start. Bring your leads in from a Google Sheet or add them by hand.
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