Intersectis

• Provides co-managed IT services

• Partners with businesses in regulated industries, such as legal, healthcare, and finance

• Supports Managed Service Providers

Accessibility and Familiarity

Jason’s goal from the get-go was to provide enterprise-level services with the personal touch of a smaller organization. But how? His first step was to think through what forms that personal touch. Accessibility and familiarity. 

When you’re working with a smaller team, you’re more likely to interact with a person right away, and oftentimes, that person knows you and your business by name. Whereas with a larger organization, a client is likely to be met with an impersonal, non-technical call answering service, asked to leave a voicemail, and then have to wait while that service tries to track someone down through a phone tree. No friendly hello, sympathy extended for the issue, or questions asked. That wouldn’t cut it for Jason. 

“I still want to know our clients, meet with them regularly, and be involved with how their businesses operate…while remaining vendor- and organization size-agnostic” he said. “Regardless of what type of services you need from Intersectis, or how big your team is, everyone will get the same quality of service with us.”

Discovering Helpt

As he sought out to make this a reality, he knew impersonal, non-technical IT support wasn’t going to cut it, including outside routine business hours. That’s when he discovered Helpt at a large industry event. Helpt’s 24x7 live call answering service, backed by technically-skilled agents, interested him. In his initial calls with Helpt’s co-founders, Matthew Pincus and David Sohn, he was impressed with their interest in Intersectis’ culture, clients, and core values. He could tell immediately it wasn’t just about getting work done. It was about creating the same type of strategic partnership, one with personal touches and authentic concern, that Jason strives for with his own clients.

The Solution

As a result, Intersectis signed on with Helpt in December of 2023. Through this partnership, Jason was able to provide his clientele with 24x7 technical live answering through a fully embedded help desk team who prioritize accessibility and familiarity just as much as he does. The solution eliminates the need for hiring after-hours technicians, provides unlimited scalability, and seamlessly integrates with Intersectis’ stack. 

Together, Intersectis’ clients are always met with friendly technicians that know about their business, understand technical issues, and provide excellent customer service. They’re responsible for:

• Gathering the right information right off the bat

• Performing initial troubleshooting

• Resolving Level 1 and 2 issues

• Escalating tickets with proper information when necessary.

That means faster help for clients and fewer escalations for the Intersectis team when they’re out of office. 

Added Benefits

Additionally, through regular meetings and ongoing collaboration, Intersectis’ documentation has strengthened, IT support processes are improved, and work continues to get done as securely as possible. And the proof is in their PSA. Intersectis’ response time has decreased, as has the ticket volume hitting their internal team’s service board.

“With Helpt as a hands-on extension of my team, I am confident that Intersectis will always be able to help our clients. We’re able to provide our clients with technical support that is accessible 24x7x365 and is taken care of by experts that are familiar with them each and every time. That’s what makes us stand apart from all the other MSSPs,” said Jason.