Tiger Tales - Meet Nitesh, our Senior Analyst and Account Manager
Posted: Sat Dec 21, 2024 4:42 am
Welcome to Chapter 3 of our Tiger Tales blog series, exploring how our employees and clients have transitioned to working from home permanently and the tools they are using to collaborate and stay connected with their colleagues.
Almost a year into the pandemic, management, employees, and teams around the world are increasingly accustomed to remote work. Companies have also embraced this forced buy Phone Number List change and are enjoying the many benefits of having entire teams and offices working from home. Reduced overhead, increased employee satisfaction, and a wider pool of talent are just some of the reasons why the remote work culture is here to stay. For these reasons alone, having the right tools at your disposal is key to not missing a beat in this new, dynamic, digital work-from-home world we live and work in.
This chapter of Tiger Tales is about Nitesh and how Vtiger CRM helped him collaborate and complete tasks with his colleagues without even sending an email, making a phone call or physically joining a meeting.
Meet Nitesh
Photo from Nitesh's blog
Nitesh works remotely from his home (accompanied by his wife and one-year-old daughter) in Madhepura, a small farming village in Bihar, India. He has been with Vtiger since 1 year and is a Senior Analyst and Account Manager for many enterprise customers. Nitesh primarily works with the Support team, but also contributes and collaborates with the Product Development team, Test Development team, and Operations team.
Nitesh's experience of transitioning to full-time work from home
Nitesh has had a positive experience transitioning to working from home full-time, describing the process as “very easy.” He continues, “I can actually collaborate with my colleagues as easily as I could when I was in the office using Vtiger’s tools.” He elaborates further, “When I was working in the office, I would physically go to my colleagues’ desks when I wanted to schedule a meeting with them. Sometimes it was more difficult to block a conference room when everyone was available for a meeting, and a lot of time was wasted just setting up a meeting. Now, I can simply check my colleagues’ shared calendar and create an event, which will then automatically send an invite to all the desired participants.” Blocking meetings with colleagues and clients is a breeze with the shared calendar, events, and meetings pages.
Nitesh's Story
Nitesh is a valuable asset to many large clients who rely on him to help them make decisions quickly and implement valuable solutions. A while back, when the pandemic was just starting, one of Nitesh’s accounts reached out to Vtiger for help with an issue they were having while trying to send out email marketing campaigns. They described the issue they were having as urgent to one of our support reps who initially handled the customer’s request. The support rep was able to see that Nitesh was the account manager for that account by looking at the contact record for that client and was able to immediately escalate the issue to Nitesh. The only problem was that this all happened while Nitesh was away from his computer.
Let's take a look at the process of solving this problem and how our team solved it:
The support agent who initially handled the customer’s call created a support ticket, describing the issue the customer was facing in the post’s description field. The agent then used the comments section of Nitesh’s @mention post, alerting him that one of his accounts required his immediate assistance. Even though Nitesh was not in front of his computer at the time, Nitesh received a notification in the Vtiger Mobile app and was immediately ready to take action.
Nitesh describes in his own words how Vtiger's features helped him set up a meeting with his account to speed up the resolution and resolve the issue at hand:
The Vtiger mobile app always helps me stay in touch with my team as it keeps me updated and on top of any urgent issues. This allows me to act quickly when I need help with any of my accounts. As soon as I received a notification from our support team, I immediately created a task for my engineering team using the mobile app so they could immediately investigate the root cause of the issue. We quickly identified it as a technical issue on our end and realized that we needed to schedule a meeting with the customer to apply a fix to their DNS page.
I always prefer a meeting, which I find is a much easier way to communicate than sending multiple emails. I had to contact the customer according to their time zone and availability, and also loop in the member of my team who was helping me with the issue.
Since this customer was one of my accounts, they had access to my Vtiger appointment page link, which allows me to share my available time slots for a certain period of time. With access to my availability, they were able to schedule a time slot based on their availability without disrupting my actual schedule. Vtiger makes this so seamless that it takes into account if I’m on vacation or blocks time slots if I already have another meeting scheduled. This prevents any double bookings or overlapping events.
Once the client selected a time slot and confirmed, Vtiger automatically created the event and sent me an alert notifying me that a new event had been created. I then looped in my colleague by adding him as an invitee to the event, which upon accepting the invitation, blocked his calendar as well. This was all done on my phone using the mobile app while I was away from my system.
I was able to collaborate with my team and meet with the client on the spot. My colleague and I quickly resolved the issue without having to manually send any internal or external emails.
This is just one example of how Vtiger helps me save time by cutting out repetitive tasks like sending emails or invitations to clients when trying to schedule a meeting. Instead, I can focus my time and energy on fixing the real problem.
Below I've broken down some of the tools in Vtiger that Nitesh and our team used.
Almost a year into the pandemic, management, employees, and teams around the world are increasingly accustomed to remote work. Companies have also embraced this forced buy Phone Number List change and are enjoying the many benefits of having entire teams and offices working from home. Reduced overhead, increased employee satisfaction, and a wider pool of talent are just some of the reasons why the remote work culture is here to stay. For these reasons alone, having the right tools at your disposal is key to not missing a beat in this new, dynamic, digital work-from-home world we live and work in.
This chapter of Tiger Tales is about Nitesh and how Vtiger CRM helped him collaborate and complete tasks with his colleagues without even sending an email, making a phone call or physically joining a meeting.
Meet Nitesh
Photo from Nitesh's blog
Nitesh works remotely from his home (accompanied by his wife and one-year-old daughter) in Madhepura, a small farming village in Bihar, India. He has been with Vtiger since 1 year and is a Senior Analyst and Account Manager for many enterprise customers. Nitesh primarily works with the Support team, but also contributes and collaborates with the Product Development team, Test Development team, and Operations team.
Nitesh's experience of transitioning to full-time work from home
Nitesh has had a positive experience transitioning to working from home full-time, describing the process as “very easy.” He continues, “I can actually collaborate with my colleagues as easily as I could when I was in the office using Vtiger’s tools.” He elaborates further, “When I was working in the office, I would physically go to my colleagues’ desks when I wanted to schedule a meeting with them. Sometimes it was more difficult to block a conference room when everyone was available for a meeting, and a lot of time was wasted just setting up a meeting. Now, I can simply check my colleagues’ shared calendar and create an event, which will then automatically send an invite to all the desired participants.” Blocking meetings with colleagues and clients is a breeze with the shared calendar, events, and meetings pages.
Nitesh's Story
Nitesh is a valuable asset to many large clients who rely on him to help them make decisions quickly and implement valuable solutions. A while back, when the pandemic was just starting, one of Nitesh’s accounts reached out to Vtiger for help with an issue they were having while trying to send out email marketing campaigns. They described the issue they were having as urgent to one of our support reps who initially handled the customer’s request. The support rep was able to see that Nitesh was the account manager for that account by looking at the contact record for that client and was able to immediately escalate the issue to Nitesh. The only problem was that this all happened while Nitesh was away from his computer.
Let's take a look at the process of solving this problem and how our team solved it:
The support agent who initially handled the customer’s call created a support ticket, describing the issue the customer was facing in the post’s description field. The agent then used the comments section of Nitesh’s @mention post, alerting him that one of his accounts required his immediate assistance. Even though Nitesh was not in front of his computer at the time, Nitesh received a notification in the Vtiger Mobile app and was immediately ready to take action.
Nitesh describes in his own words how Vtiger's features helped him set up a meeting with his account to speed up the resolution and resolve the issue at hand:
The Vtiger mobile app always helps me stay in touch with my team as it keeps me updated and on top of any urgent issues. This allows me to act quickly when I need help with any of my accounts. As soon as I received a notification from our support team, I immediately created a task for my engineering team using the mobile app so they could immediately investigate the root cause of the issue. We quickly identified it as a technical issue on our end and realized that we needed to schedule a meeting with the customer to apply a fix to their DNS page.
I always prefer a meeting, which I find is a much easier way to communicate than sending multiple emails. I had to contact the customer according to their time zone and availability, and also loop in the member of my team who was helping me with the issue.
Since this customer was one of my accounts, they had access to my Vtiger appointment page link, which allows me to share my available time slots for a certain period of time. With access to my availability, they were able to schedule a time slot based on their availability without disrupting my actual schedule. Vtiger makes this so seamless that it takes into account if I’m on vacation or blocks time slots if I already have another meeting scheduled. This prevents any double bookings or overlapping events.
Once the client selected a time slot and confirmed, Vtiger automatically created the event and sent me an alert notifying me that a new event had been created. I then looped in my colleague by adding him as an invitee to the event, which upon accepting the invitation, blocked his calendar as well. This was all done on my phone using the mobile app while I was away from my system.
I was able to collaborate with my team and meet with the client on the spot. My colleague and I quickly resolved the issue without having to manually send any internal or external emails.
This is just one example of how Vtiger helps me save time by cutting out repetitive tasks like sending emails or invitations to clients when trying to schedule a meeting. Instead, I can focus my time and energy on fixing the real problem.
Below I've broken down some of the tools in Vtiger that Nitesh and our team used.