Meet the Vertical Installation Team

Last time, we highlighted the customer service side of Ray McCloud's operations team. With 650 support tickets per month, it's a big job—and they smash it with an industry-best 82.75% NPS score! This time, we'll look at the installation side of the team, although it must be said, all 38 members of the operations team work closely together to make Vertical a success and aren't limited to just one area of responsibility.

The success of the technical team starts with its longevity. The average tenure is over ten years. In fact, just about every member of the operations team has been with Vertical for over a decade, including one member who has been with Vertical for 26 years! This experience gives Vertical a huge advantage when selling the quality of our installation and support and is something we've worked incredibly hard to develop over the years.

At any given time, the team might be working on 170 to 200 projects with the roughly 3,600 customers that we serve. Each one presents a unique challenge to the team. Some of the projects have a small number of users but are high in complexity. Others have low complexity, but a large number of users to manage. Schools, governments, large enterprise... there's no cookie-cutter project. And each one gets that special Vertical touch!

Besides being experienced, the team keeps their skills sharp with a high value for additional training. There are always new products and new features and it's important for Vertical to remain experts on all the newest technology, in addition to all the existing products we've worked on over the years. The team is incredibly successful in its training! They routinely receive perfect certification scores from Mitel and 8x8. The average number of certifications per technician? 43! Currently, the team is going through a new wave of 8x8 trainings, with the mandate to reach the highest level of certification. Self-paced training modules mean the team goes above and beyond to receive their certifications. They often devote evenings and weekends, keeping themselves knowledgeable and up-to-date. And that's why they've been here so long—they're committed to being the best they can be!

Any look at the installation team wouldn't be complete without an extra spotlight on our best-in-the-industry Project Management team. Each brings a strong skillset and years of experience to Vertical and what we deliver to our installation process. Our customers love them!