CONSULTING

End-Users:  LET US HELP YOU DESIGN YOUR NEXT SERVICE PROGRAM

Service should be as high of a priority for the end-user as it is for the service provider.  Nothing about a service program should be assumed.   It should be proactive in nature, not reactive.  Expectations should be clearly communicated to the service provider based upon a mutual understanding of their capabilities versus your needs and expectations.  Costs should be clearly understood and based upon facts, figures and reality, not an assumed percentage of something in the past.  There are new ways of looking at service.  There are new ways of lowering costs while increasing reliability and uptime.  There are new ways of measuring performance and system uptime.  More than 30 years of experience in designing and delivering world class service gives us a behind the curtain view of how your program can improve.  Let us be your service advocate.

 

 

System Integrators:  LET US HELP YOU IMPROVE YOUR SERVICE PERFORMANCE 

For System Integrators, service is "the" primary business differentiator.  We want to show you how to achieve as much as 50% of your revenues from service and with a margin nearly twice what installation projects and hardware sales contribute.  We will also show you the benefit of analyzing your service data and how you can leverage the immense predictive capabilities for the benefit of your customers and shareholders.  We will help you exceed your customer's expectations and build customer loyalty.  

YOUR service program should include a complete portfolio of "services" that have critical value and benefit to YOUR customers.  These services will: 

 

  • Increase system uptime

  • Improve service consistency

  • Reduce costs

  • Reduce inaccurate billings

  • Reduce business disruption

  • Decrease customer risk

  • Assure regulatory compliance

But service is often an afterthought.  Much of the time it is not sold upfront with the installation project.  Therefore, it becomes an added cost and reactive, resulting in no perceived value for customers.  

​​The integrator's Service Program has the potential to generate significant RMR and deliver the highest margins in the business.  The Service Program is THE differentiator, setting your business apart from the competition.  This is where we can help make a difference.  

ASSESS & ANALYZE

We provide service program assessments and then provide advice and recommendations on how best to implement the changes required to optimize program offerings while growing your service revenues.​

  • Service revenue growth

  • Market share expansion

TRAIN & COACH

We develop and deliver highly customized training programs and then support trainees with ongoing coaching.  Topics covered include:

  • Service-led sales

  • Attachment rate increase

  • Software Support Renewal rate increases

  • Service estimating

  • Service delivery

  • Customer loyalty vs. satisfaction

DEVELOP & COMMERCIALIZE

Whether it's a business process improvement, an employee or customer engagement initiative, or a new service offering, we literally work alongside you to deliver successful outcomes.

  • Elevating service to a strategic status

  • Developing customer success strategies

  • Developing technicians

  • Leveraging technology to advance service

  • Increasing the value of hosted services

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