Source: Comms Business February 2012
Lee Broxson at Griffin, “In our experience ROI is easy to calculate as training and sales and marketing is free and bottomless, therefore resellers have nothing to lose and everything to gain by adding new services to their portfolio.”
“Online tools are important for troubleshooting however excellent technical support is essential. You need a supplier that understands the channel and the pressure resellers are under to resolve issues quickly. Open and honest communication flow from supplier to provider to reseller to end-user is critical. You need 24/7experts on hand to fix issues quickly and full and frank explanations of incidents, their root cause and measures being taken to prevent similar incidents in the future.”