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QRKTech

Case study · Managed IT · Account management

An AI account manager that does the research before you’ve finished asking

Vera works alongside the account management team. It researches quotes from real customer evidence and builds quarterly alignment decks and IT budget roadmaps. It also reconciles contracts and invoices, and flags when a relationship needs attention.

Client
A Minnesota managed IT services provider, about 35 people
Coworker
Vera, Account Manager
Reports to
Account Management Lead
QRK TechDigital coworker
V

Vera

Account Manager

Department
Account Management
Reports to
Account Management Lead
Shift
On request in Teams · contract-hour monitoring hourly · relationship alerts

Scoped access

  • PSA account role (34 tools)Customers, contracts, invoices, inventory: read
  • PSA projects & opportunitiesWrite with authorization
  • RMM device inventoryRead only
  • Microsoft TeamsAlerts to the assigned account manager

Memory

Customer relationship records: stakeholders, preferences, commitments, renewals, and history

QRK-AM-0003

from “what should we quote?” to a reasoned draft
1 messagefrom “what should we quote?” to a reasoned draft
quarterly alignment deck, built from live evidence
21 slidesquarterly alignment deck, built from live evidence
IT budget roadmaps, delivered as Excel + PDF
5-yearIT budget roadmaps, delivered as Excel + PDF
tools in its role, mostly read-only
34tools in its role, mostly read-onlyEnforced by the server
§ 01The job before

What the work looked like.

Context

At a managed IT provider, account managers juggle renewals, hardware lifecycles, quarterly reviews, invoices, and contracts. The evidence is spread across the PSA, the monitoring platform, and documentation.

Vera works for the account managers, not instead of them. It does the digging and the drafting; the account manager owns the relationship and every customer-facing decision.

The problem

A good recommendation takes digging: which site, how many users, how many devices, what has gone wrong before, and what similar customers run. That research is hours an account manager rarely has.

Quarterly decks and budget roadmaps were assembled by hand, so they looked different every time and took days to build.

Relationship risk tended to surface late, in a frustrated reply buried in a ticket that the account manager never saw.

§ 02The coworker

What Vera does.

  1. 01

    Quote research from evidence

    Turns a one-line request into a reasoned recommendation. It sizes the site, reads the incident history, compares similar customers, and checks what’s in stock. The walkthrough below shows a real example.

  2. 02

    Quarterly account alignment

    Builds a 21-slide deck on the company template plus a PDF, with complete supporting registers and an internal prep checklist. Scripts check every value on every slide against its source before handoff.

  3. 03

    IT budget & lifecycle roadmaps

    Covers next year, three years, and five years, with hardware, planned projects, and recurring services. An editable Excel workbook and a branded PDF are both generated from one ledger, so they always agree.

  4. 04

    Contracts, invoices & renewals

    Keeps finalized invoices separate from next-invoice previews and compares invoices like-for-like. It tracks contract end, notice, and renewal dates separately, and alerts the account manager when a prepaid hours balance crosses its threshold.

  5. 05

    Check-ins & fleet inventory

    Produces branded monthly check-in reports in Word, plus workstation and server inventories reconciled across PSA and monitoring data, as an editable Word document and a PDF.

  6. 06

    Relationship alerts

    When ticket activity shows dissatisfaction, a missed commitment, or an urgent opportunity, it alerts the assigned account manager in Teams. It never sends to a fallback recipient.

§ 03Walkthrough

“Put together a quote for their firewall replacement.”

A real request from the account management team, as Vera works it.
  1. The ask

    An account manager messages in Teams: a customer is due for a network firewall replacement, so what should we quote?

  2. Find the site

    Looks the customer up in the PSA and finds which site’s firewall is due on the replacement cycle, and when the current unit went in.

  3. Size it

    Counts the users at that site, then checks the monitoring platform for roughly how many networked devices are there.

  4. Read the history

    Reviews past incident tickets for signs of network trouble, which answers whether they need high availability or a failover connection.

  5. Compare peers

    Searches for customers with a similar headcount or device count, and looks at what they run and how it has worked out.

  6. Match stock

    Checks the firewalls in stock, pulls part numbers, and confirms the specs fit.

  7. Hand it back

    Sends the draft quote, its reasoning, and any open questions to the account manager. Pricing approval stays with the person. Vera doesn’t approve its own quotes.

None of these steps is impressive alone. What matters is that one sentence of instruction gets the whole chain done, using live data from three systems.

§ 04Under the hood

How the work flows.

The same platform runs every QRK coworker. For how each layer works, take the platform tour.
  1. 01

    Request

    Teams message, a schedule, or a PSA event

  2. 02

    Resolve

    Exactly one customer and site, or it stops and asks

  3. 03

    Gather

    PSA, monitoring, inventory, and prior account records

  4. 04

    Ledger

    Every figure tied to a source, a date, and an evidence state

  5. 05

    Render

    Word, Excel, or PowerPoint rendered to images and checked page by page

  6. 06

    Hand off

    Draft, reasoning, and gaps to the account manager

§ 05Guardrails

What keeps it in its lane.

These aren’t suggestions in a prompt. They’re built into the role, the tools, and the procedure.
  • Read-only by default. A request to research or draft is not permission to change records, place orders, or send messages.
  • Never approves its own quotes, discounts, or commitments. Commercial approval stays with a person.
  • Uses precise commercial states (Draft, Budgetary estimate, Issued quote, Customer accepted, Ordered) and never treats an earlier state as a later one.
  • Won’t invent SKUs, prices, quantities, or dates. Missing facts are labeled Unknown.
  • Internal cost, margin, and other customers’ data never appear in customer-facing material.
  • Alerts go only to the verified assigned account manager. Unassigned accounts don’t get routed to a guess.
§ 06Results

What changed, and what we learned.

Outcomes

  • Quote research that used to take an afternoon arrives as a reasoned draft.
  • Decks and roadmaps are consistent across customers because they’re built the same way every time.
  • Account managers walk into meetings with evidence instead of estimates.
  • Relationship risk surfaces from ticket activity, not from a cancellation notice.

Lessons

  • Commercial work needs a precise vocabulary. “Quoted” and “approved” are different states, and the coworker has to respect the difference.
  • Every number on a slide needs a source. We built the deck pipeline so it can’t print a value it can’t trace.
  • Start read-only. Trust grows from good drafts, and write access can come later.

Go deeper

More case studies

Next step

Want a account manager like Vera?

We’ll sit down with the people who do it, map the steps, and put a number on the time. If a digital coworker is the right tool, you’ll know what it would return before you commit. If it isn’t, we’ll say so.

Start a conversationor email [email protected]