EDITOR ’ S COMMENT services , companies can manage their device footprint themselves . At the same time , the support partner can monitor the availability and other infrastructure concerns .
A supportive environment
Let us consider some of the critical requirements around support
services . There should be unlimited product support between the reseller and the distributor in an ideal world . This must be available around the clock via a Web interface , phone or email . Having access to such comprehensive support ensures resellers can quickly come to the aid of their customers without introducing an additional layer that could impact the turnaround time .
Some differentiated distributors can provide partners with dedicated support engineers certified by vendors . This results in an enabling support environment that the vendor underwrites . Furthermore , a partner who can access an online incident tracking solution mitigates the risk of any support ticket falling through the cracks .
The relationship with the distributor helps save the partner the administrative hassle of having to deal with the vendor support desk
directly . The distributor simply does it on the partner ’ s behalf . It is also about saving the partner the time and effort of chasing up and logging support tickets daily . And because of the experience of such a distributor , it can even provide the necessary assistance to the reseller in enhancing its own support desk capability .
Making the shift
In summary , outsourcing components of IT support to a distributor partner can provide five strategic benefits . Firstly , a single point of access . This means that multi-vendor , multi-certified teams of experts , tools , and processes are centralised under one support umbrella .
Secondly , having a local distributor partner , resellers can access an integrated sales and support offering . A distributor can build deeper , long-term relationships with its partners as it understands the local requirements of its customers .
Thirdly , the reseller can access the extensive knowledge base of the distributor ’ s certified experts . This creates the opportunity for partners to take a unique cross-vendor approach to support resolutions .
In a channel-dependent , IT market like South Africa , the vendor , distributor , partner , and client relationship can potentially be a challenging one to manage .
Fourth , the distributor can contact each vendor directly for third-level support . At the same time , it remains wholly focused on the issue resolution .
And finally , a distributor can provide access to a support ticket system that
facilitates partner and customer accessibility . Partners can then use this system as a support contract management tool to manage annuity revenue .
Ultimately , the support cycle is not one that any reseller needs to go alone . Nor is it one where the customer has to feel that they need to divide up amongst multiple parties . Instead , it is an interwoven journey where the strengths and weaknesses of each player are put in a pot and specialties are drawn from when needed . It is really where the channel can flex its superpowers . •
There should be unlimited product support between the reseller and the distributor in an ideal world .
INTELLIGENT TECH CHANNELS 17