subject: Four Proven Things Call Accounting Dealers Can Utilize To Improve Profits [print this page] For an overwhelmingly high percentage of PBX dealers, call accounting solutions have rarely been a profitable stock item. Even so, PBX firms sell a call accounting platform with the majority of PBX they deliver, it is normal practice, the consumer would be surprised if it were otherwise. Here I investigate the root cause of this lack of profitability and suggest sensible solutions.
A normal setting is:
The PBX sales representative has taken an order, a small PBX and a call accounting system. Often I find that the account manager has thoroughly discussed the features of the PBX including the client's responsibilities and has managed expectations to a realistic level. The call accounting package however, was not presented in detail and the user's expectations are not understood.
Fast forward to the implementation where we come face to face with the pitfalls created as a consequence of this and other oversights. The PBX is now ready for installation at the client's office; what heinous forces are waiting for the unsuspecting service engineer?.
On arrival at the purchaser's site to commission, we find the purchaser has provided a decrepit PC built from spare parts by the office junior, and situated 90 cable yards from the PBX. You are of course a service orientated firm, you comply with the purchaser's preferences, crawl under floors to lay the serial cable..... only to find the PBX has received the latest software update, your service engineer has not been informed, a big surprise - it delivers IP data - not serial.
Multiplying your challenges, the customer outsources his computer infrastructure to a firm who have strict rules on what is permitted to be connected to it. Negotiations start.
Miraculously, the service technician manages to complete installation of the package, and who are we to train, a disinterested, browser illiterate individual. You do your best to train, if only because the client won't pay the invoice before training is complete, but it is exasperating when the trainee interrupts by answering many personal phone calls during your training session.
Now, a call accounting system for a small end-user is not big ticket sale, the distributor may realize a 20% gross profit, after commissions and expenses plus service expenses, it leaves hardly sufficient to take your spouse for lunch.
To circumvent these difficulties, firstly ensure that your end-user's expectations are well understood. Perform a site survey, either pre or post the sale, inform the purchaser on the installation requirements and give a presentation of the call accounting program.
Secondly, try your best not to use a computer supplied by the client, bypass a trip wire by using a call buffer or a new computer.
Thirdly, make sure you can support your customer by telephone and your solution remotely, if you can't, you can expect a costly implementation.
Fourth, be sure your gross margin is between 60 and 80% of the sale price; you should have this level of margin to make a reasonable profit on your expertise.
Call Accounting should be extremely profitable, a distributor should make the effort to select an application carefully in order to gain access to great rewards.
