subject: Why A Reseller Suffers Inadequate Earnings From Call Accounting [print this page] For most resellers of call accounting services the product has never been a money maker. Yet PBX resellers offer a call accounting package with every PBX they install, it is standard industry practice, the customer expects it. Here we examine the reasons for the lack of profitability and the potential solutions.
A typical scenario is:
Your PBX sales person has brought in an order, a small PBX and a call accounting package. Normally I find that the sales person has thoroughly discussed the functions of the PBX and has set the customers expectations to an acceptable level. The call accounting package however was not covered in detail and the customer's expectations are not set.
Moving onto the installation hurdles. The PBX to be delivered has received a new software update, your technician has not checked if the call record format remains the same.
On arriving at site to install, we find the customer has provided an old computer cobbled together by a the office junior, and situated 120 cable meters from the PBX.
Being a service orientated company you comply with the customers requests, install the long cable only to find that the PBX output is now IP and not serial. Adding to your problem, the customer outsources his computer network to a company who have strict rules on what can be connected to it. Negotiations begin.
Your technician has now managed to finish the installation. The package is installed and working. It is time to train the designated operator, a disinterested computer illiterate who has been given the power to recommend payment for the entire job when they consider it is fully operational. Your technician puts in a supreme effort but you just know this is going to take a few revisits before the penny drops.
Now, Call accounting software for a small user is not an expensive item, the reseller may make a 25% margin, after commissions and expenses hardly enough to take the spouse for lunch. After service costs, is there any profit left at all?
To avoid these issues firstly ensure your customers expectations are set. Do this with a demonstration of the call accounting software. If possible, it is best to give the customer a free trial account, this way the customer will know exactly what to expect.
Second, avoid using a computer supplied by the client. Far better to supply a new computer or to use a Data Collection Device or call buffer to collect and store the call record data safely.
Third, leave the call record problems to the product expert, that is, the supplier of the service.
Fourth, make sure you can support your customer by telephone and your product remotely. If you can't, you can be sure of an expensive implementation.
Fifth, Make sure your margin is 60 to 80% of the sale price. You need this level of gross margin to come out on top.
For Resellers who have the right product, call accounting can be an extremely profitable service. Choose your supplier wisely and see the benefits.
