As the provider of Virsae Service Management (VSM), a global market-leading cloud platform for UC service management, Virsae is undoubtedly transforming the way resellers can deliver managed services – but what do their customers think?
Word of mouth, after all, is the most reliable review and we reached out to 4net, a provider of solutions and services for UC and contact centres operating in the UK, to hear about their experience with VSM.
Selling in both the public and private sector, 4net deploy small to large contact centres and provide ongoing service and support in line with their customers’ requirements. Though they do still provide the traditional reactive ‘break-fix’ contracts where issues are resolved after they have happened, with VSM, 4net can now deliver a much more proactive ‘managed service’ that enables them to detect errors and fix them before the customer even realises something is wrong.
As a result, 4net are able to differentiate themselves from other competitors in the support maintenance market by delivering a vastly superior level of customer service that works efficiently to ensure the customer’s expectations are met with consistency and precision.
To find out more about how Virsae has helped improve their support services and managed services, we caught up with Head of Service Delivery at 4net, David O’Brien, and asked him what value the company has gained as a result of the partnership.
As Head of Service Delivery, O’Brien is responsible for overseeing the service delivery team who act as the customer’s advocate by delivering monthly reports on how their systems are performing against agreed KPIs and SLAs, as well as providing information on capacity utilisation, system functionality, peaks of activity and general monthly service reviews.
Given that 4net’s overall goal is to provide proactive service to the customer and take the pressure off them from a service management perspective, the company utilises VSM (which they brand as ESP) to help them monitor and maintain their clients’ communications more effectively.
A multi-national trading company and one of the major accounts 4net delivers managed services to with ESP (VSM), is an example O’Brien uses to explain how the platform enables them to boost performance and truly differentiate their service offering from other competitors on the market. He tells us:
“ESP is always working away in the background, monitoring the network for incidents 24/7 and will send us active alerts via email to explain that a status has changed, and those status changes are given a priority depending on the impact that it has had on the customers network so that we can quickly decide how much attention it requires.”
As well as sending out prioritised alerts for all incidents that occur on their customer’s network, O’Brien also informs us how ESPs in-built knowledge base and ability to recognise and resolve low priority errors autonomously is a huge advantage for their service team.
For the high-priority alerts that require manual intervention, ESP enables 4net to respond much more proactively to every problem that occurs and quickly raise a service management ticket so that the service team can engage with the customer and undertake the necessary steps to resolve the issues as soon as possible.
For O’Brien, it’s this proactivity and an ability to locate problems as (or before) they happen so that they can be dealt with before the customer is even aware of them that makes the service critical to 4net.
“It’s fair to say that ESP is the main tool our managed service team utilises and really helps our engineers both respond to issues proactively and quickly engage with the customer to investigate what triggered the alert so that we can keep things running smoothly 24/7”
As a result, the impact ESP has had on the customer experience (CX) at 4net has been huge and each of their clients receives a much higher level of service as a result. Rather than waiting around for issues to occur then acting on them after the damage is done, 4net can now quickly locate the problem and begin fixing it before the customer is even knows it’s there.
With Virsae powering their managed service 4net are able to gain absolute confidence from their customers and the relationship is one that is bonded together by trust and reliability.
“As well as enabling us to provide monthly or weekly reports to the customer on every alert – big or small – that has occurred on their network, ESP also provides deep analytics that allow us to determine why those faults are occurring and whether there is an underlying issue that needs to be addressed.”
Considering this and the fact that success in the modern age is driven by the customer experience, Virsae has enabled 4net to truly differentiate themselves from other managed service providers in the market by allowing them to resolve issues more proactively and engage with their customers more openly than ever before.
