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The UC Upper Hand: Mastering Customer Centricity With Training, Certification

Learn how Intermedia surrounds its partners with a comprehensive suite of services to help drive success across the entire customer lifecycle.

Today’s unified communications market is too complex for partners to stay on top of all the latest technology trends.

 However, there are vendors who can provide personalized training for them to be successful while selling unified communications as a service (UCaaS) solutions. “Every partner is different. We understand that it all starts with certification on the product, because we want to have the right customer experience,” says Eric Roach, global vice president of field channel sales at Intermedia.

 Roach believes the best on-boarding experience for partners is to have multiple representatives go through training, so they can provide the most holistic experience to their customers. Intermedia University helps solution providers get certified and become Intermedia product experts through a series of online courses and videos. “It’s going to accelerate them [partners] to closing more business,” says Roach.

 But training and certification are just the beginning of a successful strategy. Technology vendors also must help teach solution providers to ask the right questions in order to find the most relevant opportunities for their customers. “It’s not so much being able to sell UCaaS. It’s for our partners to be able to understand how to find other opportunities that will work into that equation,” explains Roach.

 Intermedia surrounds its partners with a comprehensive suite of services to help drive success across the entire customer lifecycle – including lead generation, sales support, on-boarding and migration, account administration and technical support. Roach says Intermedia’s most successful partners are the ones that take the on-boarding experience seriously.

 “At the end of the day, we all win if the customer is delighted. And, that is our goal,” says Roach.

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