Why Vertical?
The telephony industry often focuses on features and pricing. But long-term success depends on more than just the product itself; it depends on the partner guiding you through the full lifecycle.
This is where Vertical stands apart. Our approach goes beyond simply selling a product. We focus on partnership, long-term performance, and delivering the outcomes that matter to you.
In this first article in a series of the same name, we explore the core question: Why Vertical?
Vertical Gives You One Accountability Partner
Vertical operates on a wholesale model that gives customers a single partner from purchase to long-term support. This approach is nearly unheard of in the industry and it’s one of Vertical’s strongest differentiators.
In 2017, we pioneered this new way to delivery Cloud solutions. Because we purchase services directly from our list of highly curated vendors, we control contracting, billing, installation, and support ensuring a seamless, consistent experience with no handoffs or confusion.
Most resellers follow the traditional agent model where the agent introduces the customer to a vendor who then provides quotes, manages contracts, handles billing, and oversees support. In this model, the agent may provide some installation services but largely exits the relationship once they’ve gotten their commission.
Vertical’s wholesale model removes the gaps that come from having too many cooks in the kitchen. Because we buy services directly, we own the customer relationship from end to end. That unified ownership allows us to deliver the exceptional customer service we’re known for.
Vertical Offers More Control, Better Terms, and Fewer Limitations
Because we own every stage of the relationship, we can offer more flexible- including custom contract terms, split billing for individual sites, and installation services tailored to your needs.
Agents typically can’t customize contracts, provide flexibility. Many operate as small teams or individuals and in the agent model, all customization requests go to a vendor that prioritizes standardization to scale efficiently. These limitations reduce your ability to shape the solution and terms around your specific needs.
Why Vertical? Because you get the best contract terms, more billing flexibility, and pricing that works in your favor.
Vertical is a Leader in Professional Installations
A successful installation determines how quickly your team can adopt the new solution and how reliably it performs. Once the contracts are signed, Vertical truly starts to shine. Our installation process – refined through decades of experience – leaves nothing to chance.
We start by assembling the right team for your project:
- Dedicated Project Managers who apply PMI best practices to keep your implementation on track;
- Seasoned technical experts who understand the technology inside and out;
- Your Sales Engineer who stays engaged to ensure we deliver exactly what was promised.
This coordinated team then follows our 10-step installation process – perfected through thousands of deployments – to deliver consistent, worry-free results that delight customers.
Why Vertical? Because our experienced and coordinated teams deliver on-time solutions that perform as expected, giving your organization confidence from day one.
Vertical’s Long Tenured Team is Expertise You Can Count On
With more than 1,000 years of combined experience and an average tenure exceeding 14 years, Vertical’s team brings unmated stability and expertise to every customer relationship.
Our low turnover means the people who help design, install, and support your system remain with you throughout the lifecycle of your solution. You won’t be passed from one account manager to another or have to re-explain your environment every few years. Instead, you’ll work with the same familiar experts who understand your organization inside and out.
This consistency translates into better and faster support. Unlike many providers where new hires learn on the job, our staff includes seasoned professionals with hundreds of certifications and deep product knowledge across the catalog of our curated vendor partners.
Why Vertical? Because when you work with us you gain long-term partners and experts who know your business, your technology, and your goals for years to come.
Vertical is Easy to Work with
Working with Vertical is effortless. Every part of our service model is designed around your success. We remove barriers, simplify communication, and make it easy for you to get the support you need, fast.
You can reach us through phone, chat, web portal, or email so help is always available in the way that’s most convenient for you. When you call, our team answers in an average of 7 seconds because every moment counts when you need support.
From the moment you reach out, you’re connected directly with technical experts. Our support team is composed entirely of highly trained, 100% US-based specialists – equivalent to Level 2 technicians at other companies – eliminating unnecessary handoffs, delays, and frustration. You get knowledgeable help the first time, every time.
And if an issue ever needs higher attention, our escalation process is completely transparent and published on our website (https://www.vertical.com/support/direct-support/). You can easily reach management and, when necessary, even our company President for rapid resolution.
Why Vertical? Because you get fast answers, expert support, and a partner who makes every interaction easy.
Conclusion
Vertical strives every day to deliver the highest quality communication experience. Our commitment excellence is reflected in our incredible industry-leading Net Promoter Score (NPS) (https://info.vertical.com/nps-score) and the decades-long relationships we build with customers.
From our unique wholesale business model and best-in-class installation services to our long-tenured team and seamless support, every part of our approach is designed to deliver exceptional outcomes that allow you to focus more on what you do best.
Start experiencing the Vertical Difference today. Partner with the team that puts your success first.
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