Small Resellers: Proactive Support Wins Business
Being a small fish in a big telecom industry pond can be daunting. To compete with larger players, small resellers are increasingly taking a more proactive approach to their support model. By implementing software that detects network performance issues before they impact service levels, small resellers can deliver top-notch support and win business.
Supporting Unified Communication (UC) systems can be a key revenue driver for telecom resellers, but typically, smaller players lack the personnel to support a large customer base. Remote fault and performance management capabilities can transform the business model for small resellers, overcoming resource limitations to easily support customers anywhere in the world.
Towards a Proactive Fault and Performance Management Model
The traditional model of VoIP and network support is reactive; that is, a problem occurs, and the reseller responds as rapidly as possible to re-establish normal business operations. However, there is a growing recognition of the costs of network downtime – and with it the expectation of 24/7 reliability.
The Mitel MarWatch system addresses this expectation, shifting the support model towards a more proactive approach. MarWatch is fault and performance management software that remotely monitors and manages UC systems with secure remote access. Offering deep visibility into Mitel UC systems, MarWatch helps resellers detect and resolve issues before they can become a problem for the customer.
Customer Story: 4Sight Communications
4Sight Communications is a Mitel channel partner based in the UK. A lean team of experienced professionals with advanced Mitel product knowledge, 4Sight was founded with a Mitel specialization, and a vision to focus on service. This approach is paying off with a growing base of medium to large sized customers.
4Sight’s customers have multiple sites across a wide geographic range, so remote monitoring and management is a key element in the service offering. This led 4Sight to become an early adopter of MarWatch. Now included by default in the company’s service package, MarWatch helps 4Sight keep a watchful eye on key performance indicators, proactively detecting and managing problems on the network.
For a small business like 4Sight, MarWatch helps level the playing field, giving them an edge when competing with larger players in the industry. Managing Director Simon Turner points out, “As a small business we do not have the resources of most in our industry. Therefore, a solution that allows us to be proactive helps mitigate the resource demands that are placed on us. MarWatch allows us to proactively plan events based on factual data, which is less intrusive, mitigates risk and can be better executed with fewer people. All of which represents a significant step up in service for our clients and allows us to offer greater value for money.”