SaaS: Turning Support Into a Profit Center

Sometimes, the sale is for an add-on that the reseller needs; at other times, it solves an issue that a reseller’s customer is experiencing. Either way, this produces additional previously unrealized revenue, representing a high-water mark in the partnership. While the most obvious impact was on sales and revenue, two other areas are worth noting: customer satisfaction and internal training. In addition, customer retention has improved because people are being offered and sold products they value. It’s the ideal market-based transaction in which both sides benefit. 

The sales team paid for itself and then some, and the program went from pilot to permanent in short order. It was a further win in how the client incorporated our training methods internally to prepare its salespeople. And the client got a close-up look at the value of the chat channel and how it fosters a great degree of personalization while improving agent efficiency.

We are adding further value by helping the client to streamline its other hosting brands by standardizing certain practices across the portfolio. Getting competitors to do that can be challenging, even those under the same corporate umbrella. Still, our expertise in managing contact centers helped to eliminate inefficient and redundant practices, benefit the client’s brand and, more importantly, the brand’s users.