Resellers Can't Guarantee Call Accounting Service Levels
Call Accounting is a low cost, high profile, high maintenance service
, clients are more demanding than ever before. Resellers face this reality on a daily basis and are always looking for ways to improve service, lower costs and increase profitability.
Most resellers use call accounting as a sideline business, their core business is PBX. With this in mind it is clear the reseller does not have the desire to become a subject expert and therefore must rely upon the supplier for second and third level support.
Call accounting systems are notoriously difficult to maintain, there are so many environmental variables outside of the reseller's sphere of influence. Some examples are,
Often the PBX has idiosyncrasies, that change the call record or stop its creation without warning.
The computer hardware and its operating system.
The client may use the computer for additional tasks adding software that can interfere with the service delivery.
The system operator may have limited computer skills, or sometimes worst, be a self taught expert in all things computer.
Problems with mains power
A telephone company who delivers invoices designed to confuse so comparing call costs with the call accounting service is difficult.
We could make the list very much longer, but this will suffice as an illustration of the problem.
A customer may visit the service only once per month and may discover any one of the above problems has effected the accuracy of reports for a whole month, we cannot travel backwards in time to fix it.
The clients reaction is to call the technician, who asks for an order number (no joy for the customer).The technician may spend many hours arrives attempting to recover lost data and repair the system,The end result of a service call of this nature is seldom satisfactory for the client.
These problems are inherent is stand alone call accounting packages and there is little that can be done to alleviate them. We could perhaps write a service agreement with so many exclusions that it becomes worthless, but this is the only way to meet any commitment.
The solution lies with the reseller, to offer a fully managed service where the product is not exposed to all the uncontrollable variables. As a reseller you could invest a great deal of money in creating such a service, but there is no need, the answer lies in web hosted services already available on the Internet. Call Accounting on steroids.
The reliability and functionality of web hosted services can never be matched by stand alone software, at any price in any environment. Web hosted services use enterprise software, big feature rich tools not economical for a stand alone environment but offered as Software as a service at incredibly low cost.
We can conclude, the path to high levels of customer service, lower costs and increased profit for the reseller is via Software as a Service
by: Mike Guile
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