www.comms-dealer.com
MARKET REPORT
OURCED ENGINEERING
investment, without be adopted. “We build all, we would hope to have supporting resellers with
consistent exposure to personal relationships the opportunity to install the deployment of new
different live working with the dealers who use the extra equipment.” technology which they
environments it can be our services, and strive to didn’t have the in-house
difficult to achieve the skill go the extra mile where And according to Jackson, skills for. He also explained
levels needed to deliver required,” he added. his team of engineers that resellers are increasingly
high quality, smooth are also motivated to be relying on outsourced
execution of projects For Jackson, the most ‘sales generators’. “They resources to maintain
from start to finish.” perceived disadvantage understand it is part of their legacy systems during long
is cost. “But it very much role. Another extension, periods of migration to
It takes a big first step to depends how you cost handset or software licence new equipment. “Bigger
start along the road to a job,” he commented. means another installation companies like banks
outsourcing for dealers who “Many people forget or maintenance visit which can’t migrate to new
perceive disadvantages about the countless helps the team meet it’s systems completely and
in the model. Fairclough hours of communication, KPIs, generates revenue in one week,” he stated.
notes that one downside coordination and hassle and supports the long-term “By supporting the old
can be the lack of a in completing an order vision of the business.” along with the new you
feeling of ownership and and rarely compare
Peter Orr
give them the opportunity
control by the dealer. “We ‘apples with apples’. Launched in January 2008, to try extra services out
overcome this by working Our partners realise the Servassure signed up 45
The high
without committing.”
very closely with the dealer. benefit of handing over new partners during its first
We understand the key an order to follow through year, and Sales Director cost Orr also cited a growing
areas of management that until completion.” Peter Orr is aiming to be
of training
trend where companies are
need particular care and an integral part of many moving to next generation
understanding to deliver Sometimes, a dealer’s more resellers’ businesses engineers is network services to reap
faultless projects. It takes engineer on site can in 2009. He commented:
making more
the cost benefits, but they
drive and commitment, generate new business “In the current climate, retain the convenience
organisation and from first-hand face-to- resellers need more than resellers turn of their existing PBXs,
understanding to build face interaction with the ever to broaden their
to outsourced
which may be outside the
that special relationship,” customer, a scenario that portfolios while managing knowledge base of the
Fairclough said. is not lost NTI’s Benson. “In overheads just to survive. services comms reseller. “There’s
our model we represent The high costs of training many resellers out there
Benson agrees that a ourselves as the dealer’s engineers coupled with the because it costs between that are risking customers’
disadvantage of the own engineers, and as problems of maintaining £20-40,000 a year just businesses by taking on
wholly outsourced model such we are always on the legacy equipment are to keep an engineer up maintenance without
is that dealers do not look out for opportunities making more resellers turn to speed in training.” having the right skills,” said
have absolute direct to help the dealer sell to outsourced services. Orr. “I know resellers with
control of the engineering additional equipment such We’re increasingly called Orr stated that Servassure thousands of customers but
diary. He says that a as voicemail, call logging on to fill the gaps where had enjoyed an influx of they don’t have the skills to
level of flexibility needs to and call recording. After resellers have not invested new business last year, support them.”
n
For all of your telecoms outsourcing requirements
Xtel Communications (UK) Ltd
Talk to Xtel about how our engineering team can enable
install, supply and maintain all major systems
you to provide your clients with national coverage and
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www.comms-dealer.com COMMS DEALER APRIL 2009 39
PG 38-39 Outsourcing.indd 2 24/3/09 13:53:31
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