Autotask Customer and Success Stories

Autotask Customer and Success Stories - Vergence communications

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Spotlight: Vergence Communications

Autotask® Helps Vergence Communications Start Fast, Grow Efficiently

COMPANY PROFILE

Vergence Communications is a VoIP system provider, selling, servicing, and supporting Nortel converged voice and data systems to small and medium sized businesses. Vergence helps its clients increase productivity while cutting re-occurring costs by leveraging existing infrastructure and integrating that with universal Internet and wireless access, call center solutions, unified messaging, interactive voice response, and centralized voice mail management. By working closely with its clients, Vergence has been able to forge long term relationships that have helped companies expand their business potential to include multi-site locations, regional offices, national and even international business reach.

BUSINESS CHALLENGES

When Jeff Ross founded Vergence Communications in 2004, he most recently had been part of a team that had grown an IT value-added reseller business from four people to seventy five. He knew from experience that there are a lot of growing pains associated with that growth and that all the processes involved are incredibly time-consuming. Foremost in Ross's mind as he started Vergence was the question: "How can we compartmentalize, streamline, and automate processes so that fewer people can do more work?" The search for the answer would lead Ross to choosing Autotask as a cornerstone piece of technology to which virtually all of Vergence is anchored.

THE AUTOTASK SOLUTION

Autotask serves as the connecting thread that links all of Vergence's activities. From prospecting for new clients to contract maintenance, from receiving service requests to dispatching engineers, from maintaining client and service histories to documenting and sending out bills, Autotask is the backbone of Vergence, constantly providing opportunities for additional efficiency

For example, Vergence engineers do not need to go into the office to be dispatched for their day's activity. Instead the engineers logon to Autotask from home, get their service requests with detailed information about the work to be done, print maps from Autotask if needed, and they're off. When they finish a service request, the engineers logon to Autotask from the client's location and close the service call, and rules that Vergence has created within Autotask ensure that the work is automatically recorded and billed.

Autotask allows Vergence to operate in a virtually paperless environment. At the end of the day, each service engineer scans their signed field service reports so they can be instantly accessed from within Autotask whenever needed. In addition, other important documents, such as contracts, are scanned and attached to clients' records so they can be made available within Autotask. The ability to access these records through Autotask has proved invaluable to Vergence and has allowed Vergence team members to quickly answer questions as they arise.

IN THEIR OWN WORDS CLIENT COMMENTS

Jeff Ross, President of Vergence Communications, says, "Autotask allows us to operate leaner and more efficiently, getting more work done with a smaller internal service structure."

"Our strength is in solving some compelling problems that small to medium sized businesses face - dealing with remote workers and multiple locations. We've gotten many compliments from clients...they can't believe the level of service we provide. Autotask is the support infrastructure that allows us to deliver service that blows our clients away."

"When Nortel conducted their annual review of our operations, they were amazed at the sophistication of Autotask for tracking calls, escalating them if necessary, and providing guaranteed response. They said flatly that no one else in their world had anything that comes close."

"As a business owner, Autotask gives me the capability to drop in on any part of the company and instantly see where we are and where we are going. Even better, I know that as Vergence expands, I can use Autotask to replicate the same operation wherever it is needed."