poweringchannel programsgloballyPrepared by:Bill Kelly ‐ US Managing Director & Global SalesDave Griffiths – Global Accoun...
17‐May‐1317‐May‐13About the Presenters© 2011|2013 Birch Worldwide  All Rights ReservedBILL KELLYU.S. Managing Director and...
17‐May‐1317‐May‐13Objectives for this WebinarPage 3 |    © 2011|2013 Birch Worldwide  All Rights ReservedIdentifying the P...
65%of the CMOs feel the pain of not being prepared to manage the Growth oftheir ChannelsIBM Study: November 2012
Critical Areas in the Marketing Arena65%of the CMOs feel the pain of not being prepared to manage the Growth oftheir Chann...
17‐May‐13Identifying the PainPage 6 |    © 2011|2013 Birch Worldwide  All Rights Reserved
17‐May‐1317‐May‐13Poll Question #1Page 8 |    © 2011|2013 Birch Worldwide  All Rights ReservedWhat do you perceive or know...
17‐May‐1317‐May‐1352%Digging Deeper to Identify the PainWhat gives Partners the most trouble?© 2011|2013 Birch Worldwide  ...
17‐May‐1317‐May‐135 Things Our Team Wishes Vendors Did Be organized and responsive Provide clear communications Encoura...
17‐May‐13Defining the Scope for a HelpdeskPage 11 |    © 2011|2013 Birch Worldwide  All Rights Reserved
17‐May‐1317‐May‐13Establish a “Front Door” to Your Company Become easier to work with Nurture stronger Partnerrelationsh...
17‐May‐1317‐May‐139 Functions for Helpdesk SupportPage 13 |    © 2011|2013 Birch Worldwide  All Rights ReservedOnboardingS...
17‐May‐13Using Effective MeasuresPage 14 |    © 2011|2013 Birch Worldwide  All Rights Reserved
17‐May‐1317‐May‐13Poll Question #2Page 15 |    © 2011|2013 Birch Worldwide  All Rights ReservedWhat Service Level Objectiv...
17‐May‐1317‐May‐13ENABLEMENTA Model for Effective Measures© 2011|2013 Birch Worldwide  All Rights ReservedPage 16 |   STRA...
17‐May‐1317‐May‐13Operational MetricsMEASURING ACTIVITIESKPIs MeasuringSTRATEGIC OBJECTIVESAgentProductivityMetrics• Avera...
Increasing Partner Satisfaction and“Winning Over the Undecided”© 2011|2013 Birch Worldwide  All Rights Reserved25%5%70%Ini...
17‐May‐1317‐May‐133 Tips for Getting the Most From Your MetricsTip #1: Communicate business goals, KPIs, and operational m...
17‐May‐13Taking ActionPage 20 |    © 2011|2013 Birch Worldwide  All Rights Reserved
17‐May‐1317‐May‐13Taking ActionEstablish a Primary Charter Explain Partner Program Benefits Provide Onboarding  for New ...
17‐May‐13Page 22 |    © 2011|2013 Birch Worldwide  All Rights ReservedSetting Up and Deploying a Helpdesk17‐May‐13
17‐May‐13Realizing the AdvantagePage 23 |    © 2011|2013 Birch Worldwide  All Rights Reserved
17‐May‐1317‐May‐13Part of the Channel StrategyPage 24 |    © 2011|2013 Birch Worldwide  All Rights Reserved• One‐stop sour...
17‐May‐1317‐May‐13Part of the Channel StrategyPage 25 |    © 2011|2013 Birch Worldwide  All Rights Reserved• Increase Part...
17‐May‐1317‐May‐13Objective Questions Learning and RecommendationsIdentifying the PainWhat gives Partners the most trouble...
17‐May‐13BILL KELLYe: bill.kelly@birchworldwide.comt: +1 707 790 8401Birch Worldwide© 2011|2013 Birch Worldwide  All Right...
What are the biggest challenges and struggles channel partners encounter when working with their vendor
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What are the biggest challenges and struggles channel partners encounter when working with their vendor

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Partner Helpdesks are no longer the call centers of the past. As the “front door” to the vendor, the Helpdesk is the first point of contact with its Partners. This function places the Helpdesk at the heart of issues and problems Partners encounter when working with their Vendors.

This webinar includes real data and examples for:

1. Identifying the Pain - What gives Partners the most trouble?
2. Defining the Scope - What areas and programs should the Helpdesk support?
3. Using Effective Measures - How do you set and measure Service Level Objectives?
4. Taking Action – How do you use the data to improve Partner satisfaction?
5. Realizing The Advantage – How does this the Vendor and Partner organization?

In today’s competitive, dynamic channel marketplace the Partner Helpdesk serves both a tactical AND strategic function for vendors. If a Vendor is looking to improve Partner satisfaction and loyalty, increasing channel Partner revenue, reduce channel operational and support costs or boost channel account managers’ productivity and efficiency, perhaps the Partner helpdesk has the answers.

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What are the biggest challenges and struggles channel partners encounter when working with their vendor

  1. 1. poweringchannel programsgloballyPrepared by:Bill Kelly ‐ US Managing Director & Global SalesDave Griffiths – Global Account DirectorMay 16, 2013What are the biggest challenges and struggles Partners encounter when working with their vendor?
  2. 2. 17‐May‐1317‐May‐13About the Presenters© 2011|2013 Birch Worldwide  All Rights ReservedBILL KELLYU.S. Managing Director andGlobal SalesDAVE GRIFFITHSGlobal Account DirectorCompany Facts:» Birch WorldwideYears in Business:» 20 + YearsSolutions & Services:» MDF & Co‐op» Rebates & SPIFFS» Accreditation» Sales Analysis» Channel Payments» Deal Registration» Trade‐ins» Helpdesk ServicesOffices:» United Kingdom (HQ)» United States» SingaporePage 2 |   
  3. 3. 17‐May‐1317‐May‐13Objectives for this WebinarPage 3 |    © 2011|2013 Birch Worldwide  All Rights ReservedIdentifying the PainWhat gives Partners the most trouble?Defining the ScopeWhat areas and programs should the Helpdesk support?Using Effective MeasuresHow do you set and measure Service Level Objectives?Taking ActionHow do you use the data to improve Partner satisfaction?Realizing The AdvantageHow does this create competitive and comparative advantage?12345
  4. 4. 65%of the CMOs feel the pain of not being prepared to manage the Growth oftheir ChannelsIBM Study: November 2012
  5. 5. Critical Areas in the Marketing Arena65%of the CMOs feel the pain of not being prepared to manage the Growth oftheir Channels1. Data explosion2. Social media3. Growth of channel4. Shifting consumer demographics5. Financial constraints6. Decreasing brand loyalty7. Growth market opportunities8. ROI accountability9. Customer collaboration and influence10. Privacy considerations11. Global outsourcing12. Regulatory considerations13. Corporate transparencyUnderpreparedness:% reporting under‐preparednessFactors Impacting Marketing:% selecting as “Top five factors”
  6. 6. 17‐May‐13Identifying the PainPage 6 |    © 2011|2013 Birch Worldwide  All Rights Reserved
  7. 7. 17‐May‐1317‐May‐13Poll Question #1Page 8 |    © 2011|2013 Birch Worldwide  All Rights ReservedWhat do you perceive or know are the biggest issues your Partners have in working with your company?21%25%21%13%21%0% 5% 10% 15% 20% 25% 30%Program Payment Status and IssuesChannel ProgramsCredentials and CertificationsPortal and Online AccessOnboarding Questions
  8. 8. 17‐May‐1317‐May‐1352%Digging Deeper to Identify the PainWhat gives Partners the most trouble?© 2011|2013 Birch Worldwide  All Rights Reserved0.00%2.00%4.00%6.00%8.00%10.00%12.00%14.00%16.00%18.00%20.00%Page 9 |   
  9. 9. 17‐May‐1317‐May‐135 Things Our Team Wishes Vendors Did Be organized and responsive Provide clear communications Encourage Partners to ask questions Deliver training and help guides Have CAMs more accessiblePage 10 |    © 2011|2013 Birch Worldwide  All Rights ReservedWhat 5 things would you tell a vendor that would have the greatest impact on Partner satisfaction?
  10. 10. 17‐May‐13Defining the Scope for a HelpdeskPage 11 |    © 2011|2013 Birch Worldwide  All Rights Reserved
  11. 11. 17‐May‐1317‐May‐13Establish a “Front Door” to Your Company Become easier to work with Nurture stronger Partnerrelationships Generate more loyalty Improve Partnerinterfaces Develop a processfor improvementPage 12 |    © 2011|2013 Birch Worldwide  All Rights Reserved
  12. 12. 17‐May‐1317‐May‐139 Functions for Helpdesk SupportPage 13 |    © 2011|2013 Birch Worldwide  All Rights ReservedOnboardingSwitchboardHow To AssistanceChannel Marketing ProgramsEligibility and ComplianceNon‐technical QueriesTraining and CertificationSolution Design AssistancePre‐sales Support
  13. 13. 17‐May‐13Using Effective MeasuresPage 14 |    © 2011|2013 Birch Worldwide  All Rights Reserved
  14. 14. 17‐May‐1317‐May‐13Poll Question #2Page 15 |    © 2011|2013 Birch Worldwide  All Rights ReservedWhat Service Level Objectives do you use for your Partner helpdesk?21%14%26%21%18%0% 5% 10% 15% 20% 25% 30%Number of inquiries receivedNumber and type of issues raisedIssue resolution and time takenPartner satisfaction with serviceTurnaround time on inquires
  15. 15. 17‐May‐1317‐May‐13ENABLEMENTA Model for Effective Measures© 2011|2013 Birch Worldwide  All Rights ReservedPage 16 |   STRATEGICOBJECTIVESAGENTPRODUCTIVITY METRICSSERVICEOPERATIONSMETRICSPARTNERSATISFACTION METRICS
  16. 16. 17‐May‐1317‐May‐13Operational MetricsMEASURING ACTIVITIESKPIs MeasuringSTRATEGIC OBJECTIVESAgentProductivityMetrics• Average wait and speed to answer time• Number of cases handled• Agent training and proficiency• Number of claim processed• Number of escalations• Total claims processed• Cost of service• Agent productivity• Agent turnover• Knowledge base growthServiceOperationsMetrics• Forecasted volume versus actual• Contact volume by communication channel• Contact by Country and Language Preference• Service‐level agreement (SLA) adherence• Escalation rate to resolution• Number of phone transfers• Abandon call rate• First‐call resolution rate• Number of Partner complaints• Increase in revenue• Number of product upgrades• Service support costs• Number of reworks• Service utilization• Service‐level agreement (SLA) adherencePartnerSatisfactionMetrics• Average case resolution time• Average speed to answer• Contact quality• Post‐contact survey results• Number of transfers • Fast payments and reimbursements• Partner lifetime value• Partner growth and retention• Likelihood to recommend• Brand loyalty• Channel program participationPutting the Model to Work© 2011|2013 Birch Worldwide  All Rights ReservedPage 17 |   
  17. 17. Increasing Partner Satisfaction and“Winning Over the Undecided”© 2011|2013 Birch Worldwide  All Rights Reserved25%5%70%Initial Partner SatisfactionNeutral Negative Postive10%3%86%Partner Satisfaction ImpactNeutral Negative Postive60% Conversion Rate from Neutral to PositivePage 18 |   
  18. 18. 17‐May‐1317‐May‐133 Tips for Getting the Most From Your MetricsTip #1: Communicate business goals, KPIs, and operational metrics.Good KPIs help executive management understand the value of your helpdesk service operations.© 2011|2013 Birch Worldwide  All Rights ReservedTip #2: Drill down into metrics to optimize your business.To make improvements, you need to analyze measures over a period of time, then identify the root cause of the measure and solve the underlying issues. Use TQC methodology and the PDCA cycle.Tip #3: Don’t neglect the human factor.Good customer service is the result of good technology, good customer service processes, and — most importantly — a well‐managed organization that values its people.Page 19 |   
  19. 19. 17‐May‐13Taking ActionPage 20 |    © 2011|2013 Birch Worldwide  All Rights Reserved
  20. 20. 17‐May‐1317‐May‐13Taking ActionEstablish a Primary Charter Explain Partner Program Benefits Provide Onboarding  for New Partners Assist with “How To” Queries Help Partner Comply with Programs Support CAMs with Back Office TasksIdentify Helpdesk Essentials Decide to Build or Buy Your Team Determine Staffing, Skills and Locations Set Access and Availability Establish Contact Points Develop Job Aids and Reference Guides Agree on Support and Feedback Infrastructure© 2011|2013 Birch Worldwide  All Rights ReservedPage 21 |   
  21. 21. 17‐May‐13Page 22 |    © 2011|2013 Birch Worldwide  All Rights ReservedSetting Up and Deploying a Helpdesk17‐May‐13
  22. 22. 17‐May‐13Realizing the AdvantagePage 23 |    © 2011|2013 Birch Worldwide  All Rights Reserved
  23. 23. 17‐May‐1317‐May‐13Part of the Channel StrategyPage 24 |    © 2011|2013 Birch Worldwide  All Rights Reserved• One‐stop source of information• Reduce anxiety and aggravation• Decrease non‐productive time• Reduce time in resolving a issues• Expand accessibility and convenience• Improve planning• Accelerate path to revenue• Supplement CAMsPartner Benefits
  24. 24. 17‐May‐1317‐May‐13Part of the Channel StrategyPage 25 |    © 2011|2013 Birch Worldwide  All Rights Reserved• Increase Partner satisfaction• Improve Partner loyalty• Decrease complaints• Reduce operating expenses• Increase revenue• Educate and empower Partners• Spot and solve common problems• Establish  best practices• Free up CAM’s time• Consistent Partner experience• Source for Partner feedbackVendor Benefits
  25. 25. 17‐May‐1317‐May‐13Objective Questions Learning and RecommendationsIdentifying the PainWhat gives Partners the most trouble?• System Access (37%)• Partner Onboarding (11%)• Education and Training (6%)Defining the ScopeWhat areas and programs should the Helpdesk support?• Become easier to work with,• Nurture stronger Partner relationships and loyalty, and • Develop a process of continue improvementUsing Effective MeasuresHow do you set and measure Service Level Objectives?• There is no single perfect metric to measure the success of your Partner helpdesk• Choosing the set of metrics based on your audience Taking ActionHow do you use the data to improve Partner satisfaction?• Establish a primary charter for Your Help Desk then identify your helpdesk requirements• Plan and manage the set‐up, testing and deploymentRealizing the AdvantageHow does this create a competitive advantage?• A Partner helpdesk can fill a critical need when deployed as part of an organization’s overall strategy which provide benefits to both the Vendor and its PartnersA Final Review of What We CoveredPage 26 |    © 2011|2013 Birch Worldwide  All Rights Reserved
  26. 26. 17‐May‐13BILL KELLYe: bill.kelly@birchworldwide.comt: +1 707 790 8401Birch Worldwide© 2011|2013 Birch Worldwide  All Rights ReservedDAVE GRIFFITHSe: dave.griffiths@birchworldwide.comt: +44 (0) 118 912 1300CONTACT DETAILSPage 27 |   

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