Blended applications give UK resellers the edge over cloud giants;
Whilst Microsoft Teams, Cisco Webex and Zoom have eclipsed the traditional big names in telephony, UK business still needs a blend of applications to optimise business, team, and individual productivity in the new working landscape:
Workplace flexibility – Customer experience – Mobility – Meeting/collaboration – Telephony
No one vendor is master of all these disciplines and no two businesses have the same exact requirements, which is where the reseller value is retained, but only if the reseller establishes themselves as the point of technology convergence and open-minded advice.
Simply put, as the market evolves at speed, resellers need to pivot and diversify to avoid slipping from a knowledge and service provider to a simple delivery mechanic. As familiarisation grows and the bigger brands establish powerful bundles, resellers could see their value slip but if they move with the leading, not bleeding edge of this exciting tech space they can assume the vital role as business advisor and retain real value. They must become interested in the challenges of their customers and work to identify productivity wins, not passive support but a proactive partnership.
The dynamic of their business will however have to evolve with automation at the core. As products become even more software based, self-service portals rather than 8am-6pm support desks will be the customer demand with account management being the key customer interface replacing service/support.
There is a lot of knowledge and account management skill needed to truly profit from the next exciting chapter in business communications and the teams that invest in this pre-and post-sales discipline can be excited about the opportunity.