An end-customer platform can have significant benefits for both ICT resellers and their customers.
Of the many notable shifts occurring in the process of digital transformation, one of them is that of providing a better customer experience. In fact the Harvard Business Review (HBR) has stated that the rise of digital ‘foreshadows an era of customer-centred business’.
This is because digital technologies enable the customer like never before, particularly in the areas of convenience and accessibility.
Digital technologies enable self-service fulfillment too. In the modern world, customers expect to engage on sophisticated platforms which allow them to educate themselves, shop, purchase and service their purchases online on a 24/7 basis.
In the context of an ICT reseller toolkit, digital technologies can be used to create a channel platform, which in turn can facilitate a seamless user experience via the sign-up, discover, quote, order and fulfillment actions.
In essence, digital technologies can aid resellers in creating a frictionless channel where customers can avoid the delays, obstacles, or manual touchpoints that would normally disrupt their experience.
A focus on end-customer experience
With an end-customer platform, the focus should be on end-customer’s user experience. The end-customer platform should ideally be a rich digital touchpoint where the customer can engage with, and manage their relationship to the reseller, and the reseller can manage their quoting, invoicing and billing operations with the customer.
By introducing a seamless digital channel relationship between the reseller and its customer, an end-customer platform thus becomes an appealing prospect for resellers and customers operating in an ICT channel environment which prioritises speed and convenience.
In addition to speed and convenience, here are a few other benefits to resellers and their customers in using an end-customer platform:
Accessibility and convenience
The nature of digital ensures always-on, 24/7 access to the platform, real-time information flows and instant notifications. For customers this has a notable convenience value, while the mobility element has an impact on reseller staff productivity.
By detaching customer scaling and revenue from increasing operational costs, resellers can scale their business operations cost-effectively.
Enhanced control for customers
Via an end-customer platform, customers can manage their internal staff software requests and assign licenses to specific users for cloud service consumption, empowering them to keep control of their costs.
Driving annuity revenue
By using a platform-based asset and license management system, end-customers can access their own previously purchased products and services. This can have the effect of driving additional revenue for resellers.
Multiple functionalities managed via one location
Adding to the convenience factor is the fact that all toolkit functionality can be accessed in one single location. Customers can easily switch between toolkit components without needing to worry about logging in and out of multiple systems.
Security and safeguards
With single sign-on and roles-based permissions, both resellers and their customers can restrict platform access as required, while the platform’s digital nature simplifies system access details and transaction logging.
It’s evident then, that an end-user platform forms an important component of any ICT reseller’s toolkit, with multiple benefits for both resellers and their customers. It’s also typical of the reinvention which digital tech can bring to a business environment and the various processes utilised by companies operating within it.