automatic
point of
data capture
sale
the latest developments. Knowledge complete the rollout. With the distributor vendor to suggest or even arrange
can then be passed down in turn to simultaneously maintaining the old this. If statistics show that a certain
the customers the sales team speak system while building up the new reseller is consistently reporting issues
to: an educated sales force leads to system, trust grows. The end result is with the same product, then the OPINION
educated customers. The vendor that the reseller also wins the deal to distributor can send its engineers or
benefits from a filter effect, as the latest upgrade the final piece of the system – vendor technicians to the premises of
technical developments reach more the wireless infrastructure. Without that reseller for a tailor-made in-depth
people than their own technician could the support and knowledge of the product training session. Internally, the
ever hope to inform, and the distributor distributor technical support team, the technical support team can work with
technical team also receive fewer calls, reseller would not secure this deal. A the distributor’s sales team to make
as customers are now well enough bit of investment and some sharing of sure that all account managers are
informed to resolve certain issues on resources can lead to a lot of business. aware of common issues being
their own. This is good news for resellers Another area where distributor reported. As well as upping their own
too: if sales staff are more technically technical support can really make a knowledge level, the sales team can
aware, not only do they have a better difference for resellers is the handling then also act as a first-line technical
understanding of the products they of basic post-sales support. With the support desk, making sure resellers
are selling, so can deliver a more use of an electronic ticketing system, are aware of any particular issue and
convincing pitch to an end-user, they the distributor can easily monitor all recommending quick fixes before calls
also spend less time handling issues requests, tracking progress and are logged with technical support.
and less time asking questions. placing resources where needed. As
well as ensuring operational efficiency
The knowledge of the technical support is maintained, this system improves
team can also pay off when the distributor service for the reseller. Depending on
is advising the reseller on solutions. the resources of the particular
Take the following scenario: the reseller technical support team, all incoming
calls the distributor looking to upgrade requests could be acknowledged
an end-user’s system. The system is within 24 hours and the majority could
made up of seven-year-old terminals be resolved within 48. If issues cannot
from a mix of brands, all of which are be handled in-house, they can then
obsolete; the backbone is a wireless be escalated directly to vendor
product the distributor does not sell. technicians. The ticketing system
The end-user cannot afford downtime, means the reseller can stay informed
nor can they afford to replace the of progress every step of the way.
system all in one go. In order to meet
the needs of the end-user, the reseller The real benefit of a ticketing system
and distributor must work together, however is the data it produces. A
supplying new terminals in batches as distributor using this type of system
budget becomes available. Introducing receives valuable feedback on the
brand new products with up-to-date type of issues occurring and recurring. Thorough analysis
software into an aging network is never This can be measured by product, by The distributor’s technical engineers
going to allow for a smooth ride, so type of query and by month, allowing should also support customer service
over the duration of a lengthy rollout, the distributor to build up an accurate colleagues as such cooperation can
there is ample opportunity for the picture of the common problems at any save resellers time and money. When
technical support team to become given moment. Advantages are twofold: customers phone in to report a DOA
involved. In this case, the firmware the distributor can provide statistics unit, the customer service department
introduced with the new terminals is and analysis to the vendors, letting could be expected to just issue the
incompatible with the old system. them know where their products are return documentation and ask the
malfunctioning or what problems users reseller to ship it back to the warehouse
are having. On another level, the so it can be checked out. Working
Winning the deal distributor can deduce a gap in together with the technical support
The distributor technical support knowledge in the market. If a lot of team however allows a more thorough
engineers must work with the reseller people are asking the same question, analysis and a more satisfactory
to learn about the end-user’s current then chances are other people out solution for all. For the reseller, as for
system and to figure out how to support there will have similar problems. the distributor, the channel demands
the network until the rollout is complete. that service extends beyond providing
As their understanding grows, they are A need for training obviously exists, the right product at the right time at the
able to advise on the best products to and the distributor can contact the right price. Knowledge is king. a71
www.itrportal.com
IT RESELLER – FEBRUARY/MARCH 2009 19
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56