Auto ID VAR/Systems Integrator Analysis
Raising the bar
on added value
In the second of our two-part report, IT Reseller again talks with a group of
leading resellers/VARs about a number of critical issues surrounding Auto ID
systems and related service provision.
ith many products and afford the time to get ‘up to speed’ on all sector,” he said. As for Simon Rowland,
W
services being the intricacies of the latest handheld CEIO at Customer Research Technology
commoditised, and in devices,” he said. “Therefore we offer a (CRT – a partner of distributor ScanSource
particularly challenging 90-day warranty period where we will fix Europe), he believes that the provision
economic times, what do any errors in our software or the supplied of a one-stop-shop service to the end
resellers/VARs consider to be some of supporting software and train/coach our customer is vital. “Our clients need to be
the most critical value-added solutions customers until they are confident in the able to rest assured that all aspects of the
and services offerings that they feel they system and are able to support themselves products, services and ongoing support
increasingly need to provide to their – after that time our services are chargeable. are taken care of by us,” he remarked.
end customers? Paul Clark of BlueLeaf But the customers appreciate that 90-day “This must be more than just ‘words and
(a partner of distributor Blackroc safety net and it wins us business.” promises’. We have clearly defined
Service Level Agreements (SLAs), which
“
set out what each party can expect at all
There are various ways to build trust and confidence and establish that all points in our relationship. The SLA sets
important ‘feel good’ factor. Site visits, demo units and proto-cycling software
the expectation levels; it is then up to us
to exceed their expectations.”
development are all available options too. That flexibility extends beyond the sales
interaction into areas of support – even financing.” – Les Morley, Pen Mobile.
Unspoken plea
Distribution), cites maintenance contracts Stephen Burnett, managing director at Les Morley, financial director at Pen Mobile
as a key value add; including cover for the Retail Data Partnership (a partner of (a partner of distributor Varlink), points out
abuse, along with free technical support. distributor ScanSource Europe), has no that his company receives many calls from
“A lot of our customers are small- to hesitation in pointing to a good level of customers that start with “I am looking for
medium-sized enterprises and cannot after-sales service. “It’s crucial in our a …”. “Some of them actually want >>
6 IT RESELLER – APRIL/MAY 2009
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