IT services: an AI agent from request to renewal
In an IT services business, technicians are at client sites while requests, quotes and contracts pile up. Neo, the Orvel agent, sorts, follows up and reminds: he never touches your systems or your clients' systems, and your team decides everything technical and commercial.
The problem: urgent requests drowned in the flow
Support requests arrive by phone, email and web form while technicians are at client sites. Without sorting or a ticket, urgent issues get lost among routine requests. Support and managed services contracts renew on a specific date, and a forgotten renewal becomes a client who leaves or a contract that expires without anyone noticing.
Add to that project quotes (migration, software, network, security) that often go unanswered, hours included in the contract that need tracking, and backup checks that come back on fixed dates. Neo takes over this follow-up thread so the team can focus on technical work.
Step 1: the request and sorting
The path has eight stages: Request, Diagnostic or audit, Quote sent, Contract signed, Deployment, Recurring support, Renewal, Review requested. When a file is created, Neo contacts the client to understand the request: number of workstations, current provider, urgency.
Sorting follows your rules. Neo checks that the client has a support contract, asks the planned questions (who is affected, since when) and opens the ticket with the urgency level. He notifies the right person, and the on-call technician is alerted. The client receives a confirmation text saying a team member will reply as soon as possible and that, for an emergency, they can call the company's number.
If a request has gone two days without follow-up, a task asks you to check the ticket and call the client back before they follow up themselves. A second text can tell them their request is still being handled.
- Service type: support or managed services, software, cloud or migration, cybersecurity.
- Service level: determines the urgency and the lead times promised in your rules.
- Client file: conversation, contract and service level kept up to date.
Step 2: diagnostic or audit, then quote
For the diagnostic appointment, Neo sends a confirmation email asking for the number of workstations, the provider in place and what concerns the client most. The word "diagnostic" here refers to your team's assessment appointment: Neo himself makes no technical diagnosis. A checklist for the IT environment (workstations, servers, network, backups) serves your technician, without passwords.
The quote is the one your team prepares from a template that spells out what is included, the timeline and the terms. Neo sends it and promises no price, lead time or service level outside your rules. Three days later, he follows up without pressure, offering to adjust together anything that is unclear. If ten days go by without an answer, the task is to call back or close the file.
Step 3: contract signed, deployment and recurring support
Once the contract is signed, Neo creates a task to schedule the deployment with the team and confirm the date to the client the next day. The welcome email thanks the client and says the date will be confirmed very soon.
During recurring support, Neo tracks the hours included in the contract in order to flag an overage before the invoice, and overdue tickets, so your manager is told before the client calls back. Backup and update checks come back on fixed dates: after 90 days without a check, Neo sends the reminder and offers a short check. Upsell opportunities (workstations to replace, email security, cloud) are noted so the team sees them, and the offer only goes out according to your rules.
Step 4: renewal and review
About ten months after a support contract begins, Neo flags that the renewal date should be checked and a review meeting planned with the client. At the Renewal stage, he prepares the proposal for your account manager, with the date and service level in the file. The email to the client offers to review their needs and to schedule a call.
After the project or intervention ends, Neo asks for the client's review a few days later, with a short message and no pressure.
What Neo never does
The safeguards protect your clients as much as your business.
- He never accesses your clients' systems, accounts or data.
- He promises no price, lead time or service level outside your rules.
- He makes no technical diagnosis: he opens the ticket and hands off to a technician.
- He never records passwords or access credentials in the tracking tool.
- He never classifies a privacy incident: he hands off to your team and keeps the conversation in the file.
Good follow-up comes down to a few things: one ticket per request, a follow-up at the right time, a renewal date that is never forgotten. Neo handles them, and your team keeps the technical and commercial decisions.
General information, not legal advice. Check with your professional order or the official source.
Questions
Can Neo connect to a client's computer to find the fault?
No. He has no access to your clients' systems, accounts or data, and he does not guess the cause. He asks the planned questions, opens the ticket and alerts a technician.
Who decides how urgent a request is?
Your rules do. Neo applies the contract's service level and the questions you have planned, then hands off to the right person.
Do renewal reminders go out automatically?
Neo prepares the reminder and follows your rules and consents, with an unsubscribe link. Your account manager keeps control of the renewal proposal.
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