One client we work with closely is a large unified communications provider. They work in the private sector, catering to businesses through dealer partners to bring together any and all necessary components of a business’ internal communications, including VoIP, channel driver telecommunication, and more. With over 40,000 installations yearly, this client is an indisputable industry leader.
The client consistently remained successful at selling their products and services, but would find hiccups in the process when it came to installing them onsite. They worked exclusively with dealer partners, which meant that the client had to handle the total provisioning of each project, including communicating between both the dealer agents and the end users and revising services sold. This was a convoluted, multi-step process that presented multiple points of failure. In addition, the partner technicians were familiar with the products and services, but they did not carry the same level of expertise and often ran into difficulty when installing and preparing products and services for the end users’ immediate use.
The client understood the disparity between excellent products and ineffective installations, and sought help in restoring order in the process that would allow for them to focus on building top-of-the-line products for their customers.
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DiverseNet was brought in to provide standardized order for each project. We worked with the client on both consultative and provisioning levels to clean up their processes and provide a high-level, seamless experience for their customers.
We first audited their installation processes and developed a smoother, clearer step-by-step process that minimized the points of failure. Part of this was better outlining the list of responsibilities during each step and clearly defining employee roles within them.
Next, we standardized training initiatives for all technicians sourced to complete client specific installations of products and services. These training efforts were designed to competently prepare technicians for effective, smooth installations and end user training. This guaranteed a level of expertise among any and all technicians working for the client.
In order to allow the client to focus their efforts on their products, DiverseNet took over much of the installation provisioning, which included sourcing qualified, trained technicians, gathering necessary permits and certifications, and maintaining effective communication between the technicians and the end users throughout the entire process.
Today, We’ve become an extension of the client’s workforce by continuing to provide trained technicians and extending the quality experience expected by their customers throughout every step of the sales and installation process. We’re proud to have created a working, seamless process for this client and we’re even more excited that we get to continue working with them regularly.