Feedback from the channel is that providing one-stop support to their customers for a range of products increases loyalty and shores up margins – providing it is good support.
To help Partners expand their 1st line technical support portfolio to include support for broadband, Griffin has announced range of support initiatives as part of their new Partner Programme. These include:
- Technical Support training as part of the initial set-up process.
- Free monthly Order Management and Technical Support refresher training days.
- A number of customer branded 1st line options where Griffin will answer calls from Partner’s customers directly.
“We try to be as flexible as possible offering Partners the option of starting with our white label 1st line support service and transferring the number later on to their own desk if and when they feel ready to take the task on themselves. Partners want to get up and running selling broadband quickly and Griffin has always been able to establish them as an ISP in five days. With this new package of support options they can feel confident with the in-life management of their customers as well as the one-touch provisioning provided by MOPS.
To reduce the technical support burden and take away the headache of router and modem faults and returns, Griffin now offers a new range of competitively priced ZyXEL routers that come with an unrivalled no-quibble, 2 year on-site warranty.
“We try to be as flexible as possible offering Partners the option of starting with our white label 1st line support service and transferring the number later on to their own desk if and when they feel ready to take the task on themselves."
