Keeping eyes and ears on 'unmanaged' WFH environments with VSM Everywhere

Full Visibility Into Hybrid Work Environments

Turn unmanaged WFH environments into measurable business outcomes — cutting costs, boosting productivity, and protecting customer experience.

  • Accelerate Resolution 
    Slash MTTR for WFH, and resolve issues in hours not weeks
  • Boost Productivity
    Up to 50% more output per agent through reduced downtime
  • Cut Costs
    Minimize escalations, lost sales, and churn with data-driven insights
  • Improve Customer Experience 
    By ensuring seamless remote interactions

Using VSM Everywhere’s full stack AI diagnostics platform, arrivia is able to identify and tackle the technology issues impacting work-from-home (WFH) agents.

“VSM Everywhere keeps us ahead
of the curve – it’s our eyes and
ears when we can’t be there to
assist our agents in person.”
Dan Covington, Sr. Unified Communications
Manager, arrivia | travel better, experience more

How arrivia wins big with VSM Everywhere

“With VSM Everywhere, we can quickly determine if the issue is with the remote environment or quickly rule that out and focus our resources on correcting the actual problem.” - Dan Covington, Sr. Unified Communications Manager

Faster fixes:

  • Proactive ticketing via tailorable thresholds alert Arrivia Service Desk to issues for deeper investigation
  • Improved problem recognition saves up to four hours of troubleshooting and root cause analysis per agent issue
  • Intermittent issues that once took weeks and multiple discussions with at-home agents are often resolved within hours
  • Real-time and historic data provide insights to compare past and present configuration, and to analyze trends over time

Cost savings:

arrivia’s more proactive approach improves MTTR for the one-third of Service Desk incident tickets that involve WFH issues, reducing:

  • Lost sales from agents
  • Lost agent productivity
  • Agent churn
  • Employee costs for time spent troubleshooting issues, including Agent, Service Desk, Telecom and Network Teams


Fewer escalations:

Now most issues can be easily managed by arrivia’s T1 Service Desk, slashing the number of calls handled by the company’s T2/T3 technical support teams. The T1 team works swiftly to identify and address issues related to remote worker PCs (memory), ISPs (bandwidth) and home network, driving reductions in reported issues and escalations.

Customer experience:

The customer experience offered by arrivia benefits from fewer recurring WFH agent issues, due to root cause determination and faster resolution via VSM Everywhere data. 

More productive and happier at-home agents:

Agents are up to 50% more productive, with less downtime and DIY troubleshooting. Fewer issues and faster resolution mean happier workers, and more sales.

Future developments:

Virsae's platform will extend to arrivia's evolving cloud PBX strategy. Leveraging VSM Everywhere integration capabilities including out-of-the-box workflow for incorporating alarming in arrivia's incident management system, and VSM Everywhere’s integration with Microsoft Teams.

Download the arrivia Case Study

Learn how VSM Everywhere’s full stack AI-powered diagnostics extract and analyze critical performance and inventory data from 'unmanaged' WFH agent workstations and environments to support flawless enterprise communications.