The story in a nutshell
- Yammm, a managed services provider based in Houston, Texas, delivers IT support and consulting for clients across several states.
- The company needed a more efficient and consistent way to document support sessions and share knowledge across its 15-person team.
- With TeamViewer Intelligence, Yammm automated post-session documentation—saving 5 to 10 minutes per interaction and achieving a 25% boost in IT support efficiency.
- The AI-generated summaries improved audit readiness and created a comprehensive knowledge base accessible to every Yammm team member from day one.
- Clients now benefit from consistent, high-quality support regardless of which team member handles their issue.
- The data insights also revealed new opportunities to automate internal workflows and enhance security monitoring.
Introduction
We sat down with Michael Welter, Co-President of Yammm, a managed services provider from Houston, Texas, to discuss how TeamViewer Intelligence and Session Insights have impacted their IT operations, improved documentation, and enhanced client service.
Q: Can you tell us about Yammm and your role?
Michael: Yammm is a small but agile team of 15, providing managed IT services to clients across Houston, Chicago, Oklahoma City, and beyond. Originally a custom software development shop, we expanded into IT services as client needs grew. As Co-President, I oversee both strategy and IT operations.
Q: What challenges did your team face before adopting AI-driven solutions?
Michael: Documentation was our biggest hurdle. With a small team, repeated issues often went unresolved due to inconsistent documentation. This led to lost hours and inefficiencies, especially when different team members supported various clients and weren’t aware of recurring or global issues.
Q: How did TeamViewer Intelligence help address these challenges?
Michael: The AI-generated session summaries save us 5 to 10 minutes after every client interaction, freeing up time for more productive tasks. Documentation is now consistent and accurate, which is crucial for clients requiring strict auditing. The onboarding process has also improved, as new team members can access a comprehensive knowledge base from day one.
Q: What was the deployment process like?
Michael: Our main challenge was standardizing TeamViewer versions across the team. Once resolved, we made it mandatory to enable session summaries for all users. The transition from manual to automated documentation was smooth and immediately beneficial.
Michael Welter Co-President at Yammm
“New hires now have instant access to a library of common issues and solutions, especially for clients with niche products. This has reduced mentorship hours and allowed new team members to support complex clients from day one.”
Q: What feedback have you received from clients?
Michael: Clients appreciate that support isn’t reliant on one or two key team members. Anyone on our team can now deliver consistent service, thanks to the shared knowledge base.
Q: Were there any concerns about adopting AI-driven documentation?
Michael: Initially, there were concerns about accuracy, especially for audit purposes. After a few weeks of monitoring, we found only minor issues, mostly on our side, which led us to streamline our processes further.
Q: Did the new system reveal any unexpected insights?
Michael: Yes, it highlighted areas where manual processes could be automated, saving significant time each month. It also helped us identify and improve internal workflows.
Michael Welter Co-President at Yammm
“We’ve seen about 25% faster resolution on recurring issues and saved 25 to 50 hours a month on manual documentation. This is a substantial efficiency gain for a small team.”
Q: What advice would you give to other IT leaders considering AI solutions?
Michael: For teams with compliance needs, AI-driven documentation is invaluable. The time and effort saved can be redirected to other efficiencies, and the impact on client service is significant.
Q: What’s next for Yammm and TeamViewer Intelligence?
Michael: We’re looking to leverage AI for auditing configurations and anomaly detection, especially in security and compliance monitoring. The goal is to further reduce human error and enhance risk detection.
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