{"id":10872,"date":"2021-02-09T12:56:30","date_gmt":"2021-02-09T20:56:30","guid":{"rendered":"https:\/\/www.vtiger.com\/blog\/?p=10872"},"modified":"2021-02-09T12:56:30","modified_gmt":"2021-02-09T20:56:30","slug":"tiger-tales-meet-nitesh-our-sr-analyst-and-account-manager","status":"publish","type":"post","link":"https:\/\/www.vtiger.com\/blog\/tiger-tales-meet-nitesh-our-sr-analyst-and-account-manager\/","title":{"rendered":"Tiger Tales – Meet Nitesh, Our Sr. Analyst and Account Manager"},"content":{"rendered":"

Welcome to the 3rd chapter of Tiger Tales, our blog series that highlights how our employees and clients have transitioned to working from home full time and the tools they use to collaborate and stay connected with their colleagues.<\/p>\n

\nNearly one year into the pandemic, leadership, employees, and teams around the world are becoming increasingly acclimated to working remotely. Companies have also embraced this forced change and enjoy the many benefits of having entire teams and offices work from home. Decreased overhead, increased employee happiness, and a vast talent pool to choose from are just some of the reasons why remote working 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, fast-paced, digital, work-from-home world we live and work in.\n<\/p>\n

\nThis chapter of Tiger Tales focuses on Nitesh and how Vtiger\u2019s CRM has helped him collaborate and accomplish tasks with his colleagues without ever sending an email, making a phone call, or physically joining a meeting.\n<\/p>\n

Meet Nitesh<\/b><\/p>\n

\"Nitesh<\/p>\n


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\nNitesh works remotely from his home (accompanied by his wife and 1-year-old daughter) in the town of Madhepura, which is a small farming village in Bihar, India. He has been working for Vtiger since 2012 and is a Sr. Analyst and Account Manager for many enterprise accounts. Nitesh primarily works with the Support Team but also contributes to and collaborates with the Product Development team, Testing Development Team, and the Operations Team.\n<\/p>\n

\nNitesh\u2019s Experience Transitioning to Working Full Time from Home<\/b>\n<\/p>\n

\nNitesh has had a positive experience with transitioning to working full time from home and describes the process as \u201cvery easy.\u201d He goes on to say, \u201cI am actually able to collaborate just as easily with my colleagues as when I was in the office using the tools in Vtiger. He elaborates on this further, \u201cWhen I was working in the office, I would physically walk over to the desks of my colleagues when I wanted to schedule a meeting with them. Sometimes it was harder to lock down a meeting room when everyone was available to meet, and a lot of time was wasted just trying to organize the actual meeting. Now, I can simply check the shared calendar of my colleagues and create an event, which then automatically sends out an invite to all the desired attendees.\u201d Locking down meetings with colleagues and clients is made seamless with the help of Shared Calendar, Events, and Appointment pages.\n<\/p>\n

Nitesh\u2019s Story<\/b><\/p>\n

\nNitesh is a valuable asset to many large accounts that rely on him to help them make quick decisions and implement valuable solutions. A while back, when the pandemic was just getting started, one of Nitesh\u2019s accounts reached out to Vtiger for assistance with an issue they were facing while trying to send out email marketing campaigns. They described the issue they were facing as urgent to one of our support representatives, who initially handled the customer\u2019s query. The support representative was able to see that Nitesh was the account manager for this account by viewing the Contact record for this customer and was able to escalate this issue immediately to Nitesh. The only issue was that this all took place when Nitesh was away from his computer.\n<\/p>\n

\nLet\u2019s review the process of how this issue was handled and resolved by our team:\n<\/p>\n

\nThe support agent who initially handled the customer\u2019s call created a Case (support ticket) describing the issue the customer was facing in the description field of the record. The agent then used the Comments section on the record to @mention Nitesh, alerting him that one of his accounts needed his immediate assistance. Even though Nitesh was not in front of his computer at the time, Nitesh received a notification on the Vtiger Mobile app and was instantly ready to jump into action.\n<\/p>\n

\nNitesh describes in his own words how the features in Vtiger helped him to organize a meeting with his account to expedite a solution in order to fix the issue at hand:\n<\/p>\n

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\nVtiger\u2019s mobile app always helps me to stay connected with my team as it keeps me notified and in the loop on any urgent issues. It allows me to act quickly when any of my accounts need me. Once I received the notification from our support rep, I immediately created a task for my engineering team using the mobile app so they could review the cause of the issue without delay. We quickly identified this as a technical issue from our end and knew we needed to schedule a meeting with the customer to apply a fix on their DNS page.
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\nI always prefer a meeting, which I feel is a much easier way to communicate instead of sending numerous emails. I had to connect with the customer according to their timezone and availability while also looping in my team member, who was helping me in fixing the issue.
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\nSince 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 given period of time. By having access to my availability, they were able to schedule a time slot according to their availability without disturbing my actual schedule. Vtiger does this so smoothly that it takes into account if I am on leave or will block out time slots if I already have another meeting booked. This prevents any double bookings or overlapping events.
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\nAs soon as the customer selected a time slot and confirmed, Vtiger automatically created an event and sent me an alert notifying me that a new event was created. I then looped in my colleague by adding him as an invitee to this event, which upon accepting the invite, blocked his calendar as well. All of this was done on my phone using the mobile app while I was away from my system.
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\nI was able to collaborate with my team and meet with the customer right away. My colleague and I resolved this issue with expedited efficiency, without the need to manually send any internal or external emails.
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\nThis is just one example of how Vtiger helps me save time by reducing repetitive tasks such as sending emails or invites to customers while trying to work out a time to meet. Instead, I could focus my time and energy on getting the fix for the actual issue.\n <\/p><\/blockquote>\n

\nBelow, I have broken down some of the tools in Vtiger that Nitesh and our team used.\n<\/p>\n

Vtiger Mobile App<\/p>\n

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\n\"Screenshot_20210209-093651\"<\/p>\n


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\nTake all of your CRM data with you and collaborate on the go with the Vtiger Mobile app. Available for iOS and Android, It\u2019s the perfect tool to stay connected with your customers and collaborate with your team from anywhere at any time. Here are a few ways Vtiger\u2019s Mobile app will benefit you and your team:\n<\/p>\n