Hivoral channeled his own frustration over unreliable tech support into an idea: What if there were a trusted company with a network of reliable, skilled IT people one could call in a technology emergency, similar to Roto-Rooter's network of plumbers?


Concerto Networks

Business: National franchise business that provides information-technology support to small businesses.

Headquarters: Downtown San Diego

Employees: Six full-time; 21 franchisees

Founded: 2002, by Raymond Hivoral

Chief executive: Raymond Hivoral (shown)
This system would solve several common problems with outsourced IT consulting. First, it would set a system of standards so that customers could expect a consistent, high level of service. Second, it could offer the redundancy missing with independent contractors, so that when one person was on vacation or particularly busy, emergencies could be routed to the next available consultant.

For IT consultants, being part of the network would mean having some backup support as well as help in marketing and generating new business.

"The idea is that we handle the nonprofit-generating activities so they can concentrate on the profit-generating activities and giving good customer service," Hivoral said.

Hivoral, who earned a business degree from San Diego State University, spent two weeks in spring 2002 drawing up a business plan based on his idea. That July, with backing from private investors, he incorporated Concerto Networks.

Under the franchise system Hivoral devised, IT consultants apply for a franchise and undergo an application process similar to one they would complete for employment, with reference and background checks.

Once applicants are accepted as franchisees, they come to San Diego for a two-week course at which they are trained on Concerto Network's system and standards. They also learn about marketing and business development.

"It's not about technical training," Hivoral said. "It's about teaching them to operate and grow a business."

For a $25,000 franchise fee, consultants also get sales and marketing kits, as well as mobile office equipment – a laptop, diagnostic equipment and software and a cell phone.

Concerto's consultants work similarly to internal IT departments at big companies, not just responding during a crisis, but acting as an IT adviser by helping clients set up and maintain the optimal system for their business. Each client's system data are stored on a central server so that if a client's regular consultant is not available, the consultant who responds has all the necessary information to assist the client.

Since it began advertising the franchise opportunity, Concerto Networks has received 1,500 franchise applications, Hivoral said. So far, the company has awarded 21 franchises in California, Oregon, Washington, Pennsylvania and New Jersey.

Rachel Laing is a San Diego-based freelance writer.