Setting up for Success Minus the Stress
SUMMARY
PRODUCT: Collection-Master and vMedia
PROBLEM: A collections law firm preferred hands-on assistance to set up new software users.
SOLUTION: Vertican’s Professional Services (vPros) team member provided live, personalized support, delivering a stress-free onboarding process.
IMPACT: The firm completed setup with ease, reinforcing the value of professional help and setting the stage for efficient, confident platform use.
PROBLEM
A mid-sized collections firm with about 15 users reached out to the vPros team for help onboarding two new employees – specifically to configure Collection-Master, WordPerfect, and vMedia, which have complex interdependencies. Even with clear instructions and documentation, the client was hesitant to set up their new users without the guidance of Vertican’s subject matter expertise.
SOLUTION
vPro Adan Fox, Client Success Representatives, stepped in. In just one hour, Adan systematically set up and tested each workstation and software component to ensure the intricate relationship between the tools was implemented correctly the first time.
Real-time support removes uncertainty – During a live, virtual session with the firm and their IT contact, Adan walked them step-by-step through the process in Collection-Master, WordPerfect, and vMedia. Seeing the steps executed in real time gave the firm confidence to proceed on their own moving forward.
Reinforcing the value of “everyday” help – While this request is common and the execution is mostly routine, it demonstrates how Vertican’s engagement can turn a potentially intimidating process into a positive one.
IMPACT
With expert configuration, the client avoided missteps and downtime, resulting in a clean, confident setup that allowed the new team members to hit the ground running and saved the firm time and potential rework.
Faster resolution and smoother process – By using vPros instead of doing setup themselves, the firm expedited the outcome and avoided the risk of doing it incorrectly.
Client confidence improved – Direct screen sharing and a recorded walkthrough turned written instructions into an accessible learning experience.
Firm resources equipped – By observing an expert perform setup, firm IT gained greater understanding of Vertican tools.
FINAL TAKEAWAY
Even straightforward tasks can feel complex when tackled alone. This success story shows how Vertican’s vPros transform what may seem like “simple” requests into high-value moments of support – equipping your team, saving you time trying to figure things out, and delivering on our commitment to be a proactive, people-first service.