VIVA Maximizes Virtual Assistant Service Quality with Teramind
COMPANY PROFILE
- Industry: Outsourcing
- Work Model: Remote
- Challenge: Delivering high-quality VA services while ensuring remote VAs are working and accountable to the client.
VIVA provides virtual assistant services to clients, managing a completely remote workforce. As a forward-thinking company, they recognized early that advanced monitoring capabilities would be essential to ensure service quality and provide transparency to clients. They needed a solution that would:
- Provide comprehensive visibility into remote virtual assistant activities
- Create detailed reporting capabilities for clients about service delivery
- Establish robust accountability in a fully remote environment
- Verify actual work activities against reported tasks
- Enable evidence-based performance management
“Teramind has transformed how we deliver virtual assistant services by creating unprecedented transparency. This visibility allows us to provide our clients with concrete verification of service delivery, which has become a key differentiator in our competitive market.”
– Jimmy Pineda, Team Leader, VIVA
SOLUTION
VIVA partnered with Teramind to develop a comprehensive monitoring strategy that would enhance their service offering and create competitive differentiation:
Implementation Approach:
- Collaborated with Teramind account manager to continuously optimize configuration
- Maintained complete transparency with virtual assistants about monitoring
- Developed custom reports aligned with client reporting requirements
- Implemented both preventive monitoring and alert-based responsive monitoring
- Created balanced approach between routine audits and targeted reviews
“The custom reporting capabilities have elevated our client relationships to a new level. Being able to provide detailed productivity metrics for each virtual assistant has strengthened client trust and allowed us to position our services as premium in the marketplace.”
– Jimmy Pineda, Team Leader, VIVA
How Teramind Solves VIVA’s Challenges
Specific Challenge | Teramind Solution Applied | Measurable Business Impact |
Need for enhanced visibility into remote virtual assistant activities | Comprehensive activity monitoring with alerts for work pattern analysis | Established industry-leading accountability standards; differentiated service with transparent activity metrics |
Client demand for detailed service verification | Custom reporting showing virtual assistant productivity metrics and activity data | Enhanced value proposition with transparent activity reporting; strengthened client relationships through verified service delivery |
Competitive pressure to verify service quality | Advanced monitoring that precisely tracks work patterns and activities | Created service differentiation through verified accountability; increased client retention through trust in service delivery |
Manual end-of-day reporting creating inefficiencies | Expanding to automated activity tracking and reporting capabilities | Planning integration to replace manual reporting with Teramind data; will improve accuracy and reduce administrative burden |
Need for team leaders to optimize their direct reports | Distributed monitoring access with team-specific dashboards and reports | Empowered team leaders with direct visibility into their team’s activities; improved coaching and performance management |
Service verification requirements in client agreements | Screen snapshots and activity recordings with timestamp verification | Met and exceeded client verification requirements; eliminated service delivery disputes with concrete evidence |
RESULTS
Enhanced Client Service
Teramind reporting transformed VIVA’s client relationships:
- Created detailed activity reports to share with clients
- Provided transparency into virtual assistant productivity
- Enhanced service value proposition with accountability reporting
- Built stronger client trust in remote service delivery
“With our Teramind Account Manager, we developed reports we can send to our clients. It’s actually helping us to enhance the service that we provide to them, and in front of our clients we are leveling up the service that we offer.”
Superior Productivity Management
Teramind provided comprehensive visibility into remote work patterns:
- Established clear productivity expectations and metrics
- Created accountability through awareness of monitoring
- Enabled team leaders to directly monitor their teams
- Established objective performance metrics for remote workers
“Teramind provides our team leaders with detailed insights into work patterns, enabling them to recognize high performers and identify opportunities for coaching, all based on objective data.”
Jimmy Pineda, Team Leader, VIVA
Operational Efficiency
The implementation delivered substantial operational improvements:
- Streamlined performance management processes
- Created more targeted monitoring through alerting
- Enabled evidence-based performance discussions
- Established foundation for automated reporting
Business Expansion
Teramind’s insights created confidence for business growth:
- Enabled new project opportunities through robust monitoring
- Created foundation for enhanced client reporting services
- Established scalable monitoring framework for workforce expansion
- Built client confidence in remote service delivery model
“It’s been a very positive impact because it’s working so well that it has opened the doors to have more projects ongoing.”
Jimmy Pineda, Team Leader, VIVA
WHAT’S NEXT
VIVA continues to expand their Teramind implementation with ambitious plans:
- Integrating Teramind with other operational systems
- Automating end-of-day reporting currently done manually
- Developing more detailed client-facing activity reports
- Creating enhanced metrics for virtual assistant performance
“Our integration roadmap with Teramind will automate many of our manual reporting processes, creating significant operational efficiencies while enhancing data accuracy. This technological advancement will further differentiate our service offering in the virtual assistant industry.”
Jimmy Pineda, Team Leader, VIVA
Their ongoing partnership with their Teramind account manager continues to unlock new value:
“Teramind has become a strategic asset in our business growth. The robust monitoring capabilities have given us the confidence to pursue larger client engagements and expand our service offerings, knowing we can maintain consistent quality standards across our entire virtual workforce.”
Jimmy Pineda, Team Leader, VIVA
ABOUT TERAMIND
Teramind helps companies thrive in today’s remote and hybrid work environments by providing visibility into how work gets done, regardless of location. Our intuitive platform offers insights that help teams collaborate more effectively, protect sensitive information, and optimize productivity.
