Customer-Centric IT Support Excellence

       Fast Response with First Call Resolution Focus  

Uninterrupted IT Support, 24/7

Seamless Scalability for MSP Workloads

Rapid IT Issue Resolution by Experts

Cost-Efficient Outsourcing Solutions

Proactive Monitoring, Reactive Solutions

We are your Trusted IT Partner in Success


Sauti Capabilities

  • We provide first-level support for end-users, handling common IT issues and inquiries.

    We troubleshoot and resolve technical problems remotely using our own remote support tools (zoho assist, teamviewer, ... or our client’s support tools.

    We assist users with software installations, updates, and configurations.

  • We offer advanced technical support for more complex IT issues.

    We escalate tickets to higher-level technicians or MSP engineers when necessary.

    We provide assistance with server and network-related problems on-prem or on private and public cloud platforms (Microsoft Azure, AWS, VMware, Citrix Xenservers, Citrix Virtual Apps)

  • We monitor client systems and networks for potential issues.

    We respond to RMM alerts and take necessary actions based on predefined procedures.

  • We handle incident reports, gather information, and initiate incident response procedures.

    We log and track incidents, ensuring timely resolution and documentation.

  • We manage service requests from clients, such as user account setups, access permissions, and other IT-related tasks.

    Prioritize and dispatch service requests to appropriate MSP personnel.

  • We serve as a communication bridge between the MSP and its clients.

    We keep clients informed about the status of their support tickets and ongoing issues.

  • We assist in scheduling on-site visits or remote sessions for MSP technicians.

    We coordinate appointments for routine maintenance, updates, and installations.

  • We conduct surveys to gather feedback from clients about the MSP's services.

    We use the feedback to identify areas for improvement and enhance overall customer satisfaction.

  • We maintain detailed records of support interactions, resolutions, and client information.

    We generate reports on key performance indicators (KPIs) for the MSP to assess service quality.

  • We act as a point of contact during emergencies or critical incidents.

    We follow established protocols for emergency response and communication.

Why Sauti:

  • By outsourcing to us, it allows your firm to reduce operational costs associated with maintaining an in-house support team. This includes expenses related to salaries, benefits, training, and infrastructure.

  • As an MSP, you can easily scale your support services up or down based on demand. During peak periods or when handling large projects, our call center can quickly adapt to handle increased call volumes.

  • By outsourcing routine support tasks to our call center, an MSP can concentrate on their core competencies, such as strategic IT planning, system architecture design, and implementing advanced solutions for clients.

  • Our call center has teams of skilled and trained professionals who specialize in various technical areas. As an MSP you can leverage this expertise without having to invest extensively in training your own staff.

  • We offer round-the-clock support, providing MSPs with the ability to offer continuous service to their clients. This is particularly beneficial for MSPs serving clients in different time zones or industries that require 24/7 availability.

  • We are equipped with efficient systems and processes to handle support requests promptly. This can lead to quicker response times and faster issue resolution, enhancing overall client satisfaction.

  • We are a dedicated call center that focuses on providing excellent customer service, leading to higher levels of customer satisfaction. This positive experience can contribute to client retention and positive word-of-mouth referrals.

  • We can adapt to changing technologies and industry best practices more quickly. This flexibility ensures that MSPs can stay ahead of the curve and provide clients with up-to-date and relevant solutions.

  • Outsourcing certain functions to a call center helps MSPs mitigate risks associated with hiring and managing an in-house support team. This includes risks related to turnover, training, and compliance.

  • We often provide detailed reports and analytics on support interactions. MSPs can use this data to gain insights into client needs, identify trends, and make informed decisions to improve their services.

+Sauti’s Support Channels


  1. 24/7 Inbound/Outbound call answering services (hotlines)

  2. Call Tracking, Call Recordings, Call Whispering Support

  3. Available Multi-channel Options - 24/7 Chat support (Web Chat, WhatsApp, SMS/Text, Social Media Messengers

  4. Ticket-based issue tracking (Zoho Desk, Zendesk, Freshdesk, ConnectWise, LiveAgent, ServiceNow )

  5. Remote Support Tools (TeamViewer, Zoho Assist, Dameware, LogMein, RDP, GoToAssist, Bomgar)

  6. Data entry, processing and enrichment (data management)

  7. Appointment Setting & Event Attendance

  8. Follow Ups (leave no one unattended)

  9. Surveys (Know your community)

  10. Multi-Language Support (English, Spanish, French) - Eliminate language barriers