We’ve been making a number of great changes recently and have even more in the pipeline so I felt it’d be a good idea to let you know about some of them. Many of these changes have been a result of Partner feedback so if you think we can make your lives easier be sure to tell us.
New role of Service Desk Manager
Several months ago Luke Bragg has been promoted to our Service Desk Manager and is now responsible for our entire Service Desk. Many of you would already know Luke who was originally in our Sales team working alongside our Channel Manager – Meryl Palma.
As part of Luke’s change he has been working on improving our support processes and upskilling our support team so that they are able to better assist our Partners.
Additional Service Desk Engineers
We’ve hired an additional four engineers, two who have already started and another two who will be starting in the coming month.
Ticket System Changes
As part of a growing Service Desk we’ve realised that our ticket system could be updated to maximise efficiencies and response times, and as such we’ve made some changes that will streamline support queue and improve on our support request response times. Keep an eye out for further information on this!
New Account Managers
Late last year we brought on our second dedicated Account Manager – Joel Scully. We’re also currently recruiting for an additional Account Manager to ensure that we can make sure that we get back to our Partners as quickly as possible.
If you ever have any sales questions don’t hesitate to reach out to Joel, and our Channel Manager, Meryl.
Over the last year we’ve doubled our investment into systems automation. In the coming month we’ll be launching:
To date many of our services have had a manual ordering process which slows the provisioning process down. Partners have traditionally had to contact Hosted Network Sales to assist with a proposal however we have now automated many of these processes. In order to make our services more accessible many of our products will be able to be ordered online with near instant provisioning.These include:
- Infrastructure as a Service
- Wholesale VoIP
- Veeam Cloud Connect
Based on Partner feedback we’ve realised that the manual administration time required for Rebilling of our services is time consuming and cuts into profits. As such version 1 of our new Rebilling system will allow you to completely rebill VoIP call usage with a complete breakdown of call usage and call costs based on how you’ve configured it. Future versions will also allow other products and even custom line items to be invoiced.
Wholesale VoIP Extension Billing
As part of our efforts to streamline our service delivery we’re changing the way that we bill Partners for Wholesale VoIP extensions. Currently Partners need to request this from our Sales team which is then passed to our provisioning team. To eliminate any inefficiencies we will be moving the billing of Wholesale VoIP Extensions to a utility model where your usage is billed at the end of the month.
We are in the process of modifying our billing system to accommodate this and further details surrounding this will be sent out prior to its implementation.
To wrap up, all of the improvements and changes we’ve been making have been based on Partner feedback – which we love, so if you feel that something needs improving or we could do something better make sure you let us know.