Small Reseller
Wallingford Computer Services Case Study
-Audio Optical

Putting systems to the test.

Can computers help those with learning disabilities achieve parity with classmates? Audio Optical of Austin answers with a resounding "Yes." Since 1990, Audio Optical has been helping children with reading disorders fulfill their potential. With ingenious software developed by Kurzweil and a PC equipped with a color scanner, students can have the computer read aloud to them as they follow along with the actual text and pictures on the monitor.

"The system takes any type of reading material, puts it on the screen and reads it out loud," explains founder Doug Brookins. "It allows otherwise bright students who are having trouble reading read on grade level. It also lessens the burden on teachers and assistants for one-on-one reading." For Audio Optical, students and schools turned out to be the toughest customers of all. Between the demands of Kurzweil's high-end software and the real-world vagaries of classroom use, Audio Optical was pressed to find a computer vendor that could provide bulletproof systems at a fair price.
The search for stability.

"What we needed was someone who was stable," explained Brookins. "Someone that we could depend on being there over time." Brookins' experience with local vendors had left a sour taste, and after working with numerous school districts he determined that, far too often, the lowest bid wasn't necessarily the best bid. "Many of the school districts we'd worked with always put all their purchases out on bid," said Brookins. "They would try to use local vendors, and they'd build the computers and in a couple of weeks they'd be out of business."

But a local, convenient vendor was essential to Audio Optical's further success and growth. Their market demanded systems that could be shipped out quickly and wouldn't break down in the field. After an unsatisfactory attempt at using Dell systems, Brookins contacted Wallingford Computer Services. And that turned out to be one of the smartest business decisions he ever made. "We started working with Wallingford," said Brookins. "They were close, they responded quickly to our needs if we had a problem. That's what we look for-someone who can really support the product after we obtain it."
The reliability factor.

Convenient location and excellent support may have sealed the deal, but performance in the field would be the true test. Extensive burn-in times give Wallingford Computer Services systems the edge not just out of the box but down the road. "All of our systems go through 36-48 hours of intensive low-level and operating system-level diagnostics," explains QA Manager John Smith. With such heavy stress-testing done ahead of time, the systems furnished to Audio Optical had the mettle to survive in potentially punishing classroom settings.

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 "They've been very reliable," said Brookins. "And when something doesn't work right, they've responded well." Although problems have been rare for Audio Optical, Wallingford's service department has resolved them quickly. "Often, they've been able to do repairs immediately, just as we walk in," notes Brookins. While fast repair turnaround is often an unfulfilled promise for the computer industry, Wallingford Computer Services actually makes it happen, with turnaround times as much as two times quicker than the industry average. And while Wallingford Computer Services can't fix every computer on the spot, you can count on getting your problem resolved faster than most other vendors.

Streamlining the process.

Early on in the relationship with Audio Optical, Wallingford Computer Services developed methods to cut setup and service turnaround times for the systems. By preloading the software and preconfiguring the system, Wallingford Computer Services saved Audio Optical production and handling time. "When we get them they're ready to run," said Brookins. "We do a few minor configurations and they're ready to ship." All those potentially troublesome configuration issues-scanner interfaces, driver software, etc.-are taken care of ahead of time.

Preloads also drastically reduce service turnaround times. "Audio Optical was one of the first companies that we did preloads and burnt the image onto CD-ROMs," noted Wallingford Account Manager Jeff Hilsberg. "By saving their image we've been able to reduce service turnaround times greatly." If a system comes in with software or configuration problems, resolution is simply a matter of restoring the original load. This allows not only Wallingford technicians but also field service personnel to resolve common technical issues very quickly-reducing downtime and letting those kids get back to reading.

Staying the course.

System reliability isn't the only form of stability that's come from a relationship with Wallingford Computer Services. Audio Optical also relies on Wallingford for stable configurations and pricing-somewhat of a rarity in the mercurial world of computer technology. By freezing configurations and components, Wallingford eliminates surprise compatibility problems that can occur with high-end software and new hardware revisions. And Wallingford Computer Services' upgrade policy has made business much easier for Audio Optical. "As more advanced chips come in, we're able to move up to the faster chips without increasing our price," said Brookins.

A few hundred systems later, Wallingford Computer Services continues to be the right choice for Audio Optical. "We've had other manufacturers who've wanted us to switch, but we are satisfied with Wallingford," explains Brookins. "They're doing a good job-they're competitively priced and reliable." For Brookins, Wallingford is the safe, sensible choice, and he plans on sticking with them. "It's kind of like changing your phone service," said Brookins. "Somebody may save you two bucks a month-but it's just not worth it. You can't afford to have things go wrong."