OVERVIEW. 2 AT A GLANCE

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2 2 OVERVIEW TEC Works has been providing trusted managed services and IT support since The company, which specializes in IT support, data recovery and network security, now has more than 30 clients in industries including healthcare, legal and finance. Sometimes, running into an old friend at an industry conference can be more than just a chance encounter. Sometimes, it can lead to a free product trial that changes how you do business. Just ask Erick Wilson, CEO of TEC Works. Founded in 2008, TEC Works has grown into a respected managed services provider (MSP) and IT consulting firm. With more than 30 fully managed IT clients in the nonprofit, healthcare, legal and finance industries, founder and CEO Erick certainly had his hands full. Like many other MSPs, Erick is constantly searching for the balance between delivering exceptional client service, managing his own business and having time for life outside of the office! After using a popular software product for years, Erick finally took a leap of faith and switched up his professional services automation (PSA) solution resulting in some significant and quantifiable benefits for his employees and most importantly his customers.

3 3 THE CHALLENGE TEC Works handles so many clients, and projects per client, that having a complete and easy-touse project management and professional services automation (PSA) solution is critical for operations. Using a popular professional services automation (PSA) solution to manage their daily operations and support desk ticket requests was overly complex, didn t integrate with TEC Works accounting software and was difficult for clients to navigate. As Erick s business started to grow, he determined a PSA solution would help him streamline operations and automate daily business tasks. So began his four-year journey with a popular PSA solution. But that journey wasn t necessarily smooth sailing. The PSA was useful for helping the TEC Works team handle invoicing and billing, service desk ticketing, payroll and client relations, among other tasks, but the solution was overly complex, clunky and difficult to train people on and use. It was also difficult to customize, and clients found it a challenge to navigate the system to submit tickets and check in on project statuses. While Erick wasn t totally satisfied with his PSA, he wasn t even thinking about transitioning to a new platform until he ran into an old friend at an industry conference. THE SOLUTION While at an ASCII conference in early 2015, Erick connected with an old friend who also happened to be an executive with Vorex. The pair caught up on a number of changes, including the updates to Vorex s project management solution. A few days later, Erick decided to give Vorex a test drive with a free trial...just for the heck of it. The last thing he expected was to make a switch.

4 4 Erick gave Vorex a test run and was instantly hooked. Vorex has since significantly improved workflow and project management for TEC Works. It integrates with popular business tools without third party involvement, can be easily customized and is much more simple to use and navigate, both for TEC Works technicians and clients. Simple, clean and easy-to-use, Vorex offers an all-in-one solution for PSA and project management. It incorporates all of TEC Works operational tasks into one affordable and consolidated platform, from invoicing and billing, to project management, time tracking and service desk ticketing. Vorex also solved the complexity issues TEC Works had experienced with its current software. And even though Erick wasn t looking for a new PSA solution, he loved Vorex so much, he made the switch soon after the free trial. Erick and TEC Works were immediately impressed with how clean and simple the Vorex dashboards are. I ve been in the IT industry for a long time, and no one has a solution that s as simple, clean and dare I say as sexy, as Vorex, said Erick. It s the elusive triple threat that goes against the grain of what you commonly find among IT solutions. Set-up in a Snap Within two weeks, TEC Works was up and running on Vorex with all contacts, financial information and contracts imported into the solution, and the entire team was already using Vorex for ticketing. Within the first month, TEC Works reached a familiarity with Vorex that took four years to develop with the old software. Now, the company is moving well beyond where it ever was with its previous PSA!

5 5 More Workflows for Increased Efficiency Employees are starting to create customized content such as s, contribute more detailed customer issue information in service tickets, and proactively create more workflows. Erick says, Team members are now completing more of their work in Vorex, which has made everything more efficient. Staff members are coming to meetings every week with two to three new ways to create automated workflows in Vorex. I love that everyone has really embraced the solution and sees its power. Simplicity and Customization for the Win The biggest benefit that Vorex has brought to TEC Works is ease of use. Other tools that Erick explored lacked simplicity and functionality, often taking as long as 15 minutes to create a service ticket a time-consuming but necessary task. With Vorex, TEC Works employees can easily tailor messages, control communication, create tickets, monitor open ticket statuses and pull details from a ticket. Back when the company was still using its old solution, technicians were stuck sending out automated s filled with technical jargon that clients never even read. Complicated back-end work was required to create any customization, whereas Vorex allows users to easily and instantly generate personalized, tailored messages that pulls select data from the service tickets and other communications. Easy Dashboards for a Quick Overview Erick s favorite Vorex feature is the ability to get a clear picture of each technician s workload and the tickets in the queue at a glance. A simple and easy-to-read dashboard gives technicians and service managers a quick snapshot of where things stand and helps managers allocate people and resources to the right projects. While the previous solution has a similar feature, TEC Works found the dashboard overly complex and customization too difficult.

6 6 Better Integrations Save Time and Hassle Beyond confusing complexities, TEC Works also had to deal with third parties to achieve certain integrations with commonly used business tools such as QuickBooks online and Continuum RMM. With Vorex, integration is built-in to the platform, helping to automate tasks like billing and invoicing as well as easy communication with their back office. THE RESULTS Vorex has given TEC Works a better overview of business analytics at a glance, created more workflows and provided clients with faster and more customized service. With the old PSA, it would take a technician seven to 10 minutes to build a ticket; Vorex shortens that to just two to three minutes. Overall, clients are receiving better service, and TEC Works employees are working more efficiently since making the switch. The fact that Vorex benefits his customers as well as his business is an added bonus that Erick wasn t expecting. After switching to Vorex, TEC Works has experienced improved results in various areas across the company, from reduced ticket creation time to increased clarity for customers. Easier Ticket Creation Equals Better Customer Service The new platform is more customer-oriented and easier to navigate. Clients love the new interface, and we re finding that customers use Vorex more frequently to check on the progress of their service tickets than they did with our previous solution, says Erick. Because clients are willing to log into Vorex and check the status of tickets themselves, calls from clients with complaints or inquiries about the status of their tickets have decreased 90 percent. Overall customer service has also improved, a direct result of how easy and straightforward it is to create tickets. This simplicity means technicians are crafting more detailed tickets with sufficient information, leading to better service and issue resolution.

7 7 Simplified Workflows Erick has a simple goal for adopting new processes and workflows at TEC Works: every process must be able to fit on a standard-sized sheet of paper. When Erick tried to apply this principle to their previous solution s workflows, it was mission impossible, as he called it. Unless his team broke each step down into individual tickets, they couldn t outline a process without using multiple sheets of paper. Vorex, on the other hand, is defined by simple and straightforward workflows. Now the entire lifecycle of a ticket from start to finish can fit onto a single sheet of paper, easily passing Erick s simplicity litmus test. Their previous PSA solution took employees an average of seven to 10 minutes to build a ticket. With Vorex, it takes just two to three minutes. This means technicians can spend more time putting details into the ticket instead of bypassing input fields because the whole process took too long. The best part? Even with all of the additional detail, it s still taking TEC Works half the time to create tickets! Of making the switch to Vorex, Erick says, Vorex is better for our business and better for our customers. It has significantly improved the efficiency of our business in ways that I couldn t have imagined. No one likes change, and I was hesitant to even try Vorex for free because I already had a PSA solution, but I m so glad I did! Start a free trial today and shatter your ceiling of complexity.