Resellers can profit from cloud if they help their South African customers truly benefit from it.
South Africa’s IT sector is booming but the advent of cloud services means that every reseller in the IT services space faces the threat of becoming disintermediated. It’s a simple matter of evolution, and as with evolution in the natural world, if you do not adapt…well, you get the idea.
Although the idea is not new, there are still many resellers unable to maintain the pace at which cloud services are growing worldwide. The internet has made everyone an expert but the messages are not always clear. Resellers have the ability to filter out the noise and provide the correct advice for any business requirements. The key is to understand their customers but the conversation about cloud technologies and their needs should be driven by the IT provider.
In understanding their clients, they will be able to deliver a better level of service and this is where the value-added offerings play such a prominent role. IT resellers playing in this space need to look at themselves as the IT department to the IT department. A channel will not survive if they do not provide their customers with the tools they need to grow. Customer development programs allow them to acquire a better understanding of their needs, while educating the customer on the merits of the services they offer. Furthermore, if the customer does not understand why the technology is needed, they will be less likely to opt for the services they do need.
With broadband access becoming more readily available, customers looking for cloud services also look to overseas providers that often seem more appealing than those service offerings available locally. These services almost never cater for a South African user experience and more often than not, the customer walks away disappointed. If the reseller owns the conversation with his customer, he will build a trusted relationship based on the perceivable interest in their business.
Apart from providing superior levels of service, resellers should also consider their service level agreement and implement 24/7/365 support on services. It is becoming an expected standard and rightfully so. Competition is tough and only the most dedicated businesses satisfy the needs of today’s IT customer.
The main website is also one of a reseller’s most important assets and it’s often the first interaction a potential customer will have with a brand. If he offers IT services, the website should reflect this, not only in design but also in functionality.
With so many cloud services available, it is equally important to choose service providers carefully. In fact, only tier one service providers should suffice. In addition to being able to better manage the financial risk, they can also invest in the scale on the service provider’s behalf.
As a reseller, your business is not alone in the cloud space and the competition is fierce. In order to survive, you need to be innovative with your service and product offerings. Your services need to be as flexible and scalable as the cloud itself. It is the minimum level of standard expected today.