How Vertikal6 Achieved
5/5 Customer Satisfaction &
Streamlined IT Support

Industry: Information Technology

Service Provided: Virtual Assistant

Resources Hired: 5

About the Client

Vertikal6 is a leading IT service provider based in Rhode Island, USA. They specialize in managed IT services, cloud solutions, and cybersecurity, ensuring businesses have reliable and secure technology systems. With 24/7 support, Vertikal6 helps companies manage their networks, protect against cyber threats, and improve overall IT performance. Their expert team also offers strategic consulting to help businesses use technology effectively for growth and efficiency.

Client Challenges

Support Overload

Vertikal6 experienced a surge in Office 365 support requests, overwhelming their team with L1 tasks like password resets and L2 issues like software configuration, leading to longer resolution times.

Customer Dissatisfaction

With unresolved issues piling up, customer satisfaction plummeted, resulting in 50% of customers expressing dissatisfaction with the support they received. This dissatisfaction was a significant risk to Vertikal6’s reputation as a reliable IT service provider.

Scaling Challenges

The rapid increase in support demand exposed Vertikal6’s difficulty in scaling its operations. This inability to efficiently expand their support infrastructure further compounded service delays and customer dissatisfaction.

How VE’s Virtual Assistant Team
Stepped In and Fixed Them

L1 and L2 Training and Deployment

Vertikal6 provided targeted training to our virtual assistant team, enabling them to handle both L1 and L2 support tasks. L1 involved basic troubleshooting like password resets, while L2 covered more complex issues such as software configuration and network troubleshooting. This allowed our team to take over these tasks, reducing the workload on Vertikal6’s internal IT team and freeing them up for higher-level support activities.

24/7 Support Implementation

A 24x7x365 support system was collaboratively implemented by the team of virtual assistants and Vertikal6’s internal staff. Working in rotating shifts, this mixed team ensured continuous support coverage. This setup minimized response delays and guaranteed that customers received prompt assistance at any hour.

Real-Time Diagnostics

The team provided Vertikal6 with advanced diagnostic tools tailored to their needs, enabling immediate issue resolution. These tools allowed the support team to quickly identify and resolve connectivity and VPN-related problems, ensuring minimal disruption to services.

Peripheral Troubleshooting

Protocols were established to efficiently resolve printer issues, minimizing downtime. The team leveraged remote desktop software, printer management utilities, and network diagnostic tools to swiftly address and resolve these problems.

Handling Specialized Requests

In one case, a user requested an email sender’s location be traced. The virtual assistants utilized IP tracing tools, ensuring strict compliance with privacy laws while accurately identifying the sender’s geolocation.

Regular Performance Audits

Regular performance audits were conducted using tools like Nagios and SolarWinds. These audits helped identify potential bottlenecks in the support process, ensuring that the support infrastructure operated at peak efficiency and allowing for continuous improvements.