Meet the Vertical Customer Service Team

Like most teams at Vertical, the operations team, headed by Ray McCloud is a talented, experienced group. With 38 people altogether, it’s also quite a large team! The team is in charge of the customer experience from sales forward—from Project Managers and Technicians to the Support Team. Ray keeps things moving and efficient with the team going back and forth on day-to-day tasks. Let's take a look at the Customer Support side of the operation.

The Support team opens up about 650 tickets from the existing base every month. That’s a lot to keep track of! Luckily, the team just recently implemented a new dispatch process this past month that provides a faster implementation through smart sheets that send out reports, ticket totals, assigned tickets, and more. Top priority tickets are picked up by on-call techs at night so there is zero lag in the system. The team prides itself in its efficiency, being able to provide repair to 92% of tickets without going on-site. That provides customers with faster access to solutions and keeps Vertical’s operating costs down.

The stat that Ray is most proud of is one you’ve probably heard us tout quite a bit. Our NPS score hovers at an industry-best 82.75% (For that matter, Vertical just recently ended an 18-month streak of perfect scores… and has had just one less-than-perfect score in over 2 years)! That’s something the operations and support team takes very personally and is an incredible achievement. When we talk about the level of service and quality that Vertical delivers, that’s the proof.