By Sara Poirier Correa
Sentinel Business Reporter
In an industry where the latest innovations are old news by lunchtime, Computer SuperCenter is keeping up with the changing tides.
“We’re the ‘last of the Mohicans’ in the full-service computer industry,” storeowner and president Brian Desrosier said. “We’re extremely efficient at what we do. We have the ability to solve problems and solve them quickly.”
Started long before there was a personal computer in most every home, and well before laptops and tablets were everyday purchases, Computer SuperCenter was there. And still today, more than 30 years after opening in 1984, Desrosier and his team are helping customers navigate the world of technology, one step at a time.
“We’re constantly evolving,” he said of his business, which he started with his brother at a storefront on West Putnam Avenue. The store moved to 103 Mason Street more than 20 years ago.
Whether it’s computer repair, computer sales, personal or small business IT support, data recovery or Cloud solutions (from backup and disaster recovery to data protection and e-mail archiving), Computer SuperCenter’s services run the gamut of technology needs. Products sold include Apple, Lenovo, Bose, Hewlett-Packard and Sony brands, among others.
Beginning the journey
After graduating from college in 1980, when the personal computer had only recently been introduced as a “hobbyist device,” Desrosier said he knew he needed to be in on the action.
“I saw that as really the next big thing,” he said of the technology, adding that after college, he went to work for Radio Shack at its computer center.
Nowadays, Desrosier combines the work of Computer SuperCenter with his other business—Lighthouse Technology Partners, which helps companies “modernize and simplify” their technology infrastructure.
When the Computer SuperCenter customer needs go beyond basic office setup or small business networking, the resources of Lighthouse Technology Partners are used to assist customers. LTP is among the most experienced of Microsoft partners in consulting and deploying programs such as Azure, Office 365 & inTune, its website said.
Together, Lighthouse and the SuperCenter employ more than 20 people.
Bucking the trend
When similar stores went out of business as technology changed through the years, Computer SuperCenter has withstood the test of time.
“The biggest thing that we have had is staying power,” said Jonathan Gould, general manager for the past 15 years. He mentioned Crazy Eddie’s and Circuit City as just a couple of the technology-driven store chains that have closed.
“It’s a very difficult industry to be relevant in,” Gould added. “I can see [Computer SuperCenter’s] relevance continuing on and growing. We’re not only hanging on, we want to go further.”
For Gould, who joined the SuperCenter team after being persuaded by Desrosier to leave his restaurant management career for a life in technology, no detail is too small when it comes to the business. This attitude, passed down from Desrosier, he said, has been a driving force.
“At this stage of the game, we really have to be involved in all aspects of the business,” Gould said of his position as general manager. “That is a lot of what Brian has taught me over the years—being attentive to detail. The minutia can’t be small enough. You can’t go granular enough.”
“You really need to be involved in every aspect of your business from start to finish,” he continued. “Those who do that succeed.
“We’re nimble,” Gould said of the business. “We’re able to turn on a dime. We’re able to adjust to market conditions as they unfold. We’re able to make executive decisions and carry through with plans in a very efficient manner.”
Standing apart
In the past six months, Computer SuperCenter has upped its game, creating a static-free, dust-free environment in its data recovery lab, the only real such facility in the area, Desrosier said.
“Lots of people in the computer industry say they do data recovery,” he said. However, he added, not everyone has the proper tools, so they really can’t provide the proper service.
Even the smallest particle of dust can contaminate a drive, Desrosier said.
The same attention to detail as in the data recovery lab is taken on the sales floor, the business owner said, where team members help customers transition between machines.
“Most customers really struggle with [setting up a new computer and making all things work],” he said. “We’re the professional solution.”
If a customer needs to fix a machine, which Desrosier said can often be the most cost-effective solution to a problem, the SuperCenter team takes a three-step approach, spending 2-3 hours in diagnostic mode, then having a technician fix the problem and then having an independent quality control expert double check that everything was done right.
“Customers can shop with price confidence and get superior service,” Desrosier said of his business. “Our customers appreciate the fact that there’s a real company behind everything that they’re buying.”
This, he added, is a “key differentiator” between his shop and its “state-of-the-art service facility,” and other IT support operations.
“You can’t get this kind of service level at any other facility in America today,” Desrosier said.
Being successful
At the end of the day, it’s the competitive technology industry that has pushed the SuperCenter team to find the best solutions for its customers.
“The thing that keeps it fresh for me is that we are constantly reinventing ourselves,” Desrosier said.
“If you’re successfully doing something, there’s a really good feeling that comes with that,” he added.
“It’s a really good feeling helping the customer. It’s a really good feeling solving problems. It’s a really good feeling doing things in the industry that nobody does anymore.”
In addition to information about its products and services, the store website, www.computersupercenter.com, has a live sales chat link and a live tech chat link, whereby customers can get answers to their questions quickly.
For more information, visit the website, stop by or call at (203) 661-1700.
