B2B Tech Talk with Ingram Micro
B2B Tech Talk with Ingram Micro

Episode · 1 year ago

How Partner Go Improves Customer Experience | Cisco Series

ABOUT THIS EPISODE

Customer experience is a priority for most industries, and B2B tech sales are no exception. That’s why Ingram Micro and ConnectWise have teamed up to bring their affiliates Partner Go

In this episode of B2B Tech Talk, guest host Logan Lyles of Sweet Fish Media speaks with Keith Graham, director of channel sales at ConnectWise, and Craig Parsons, a senior sales exec at Ingram Micro. 

Live from Ingram Micro’s ONE event, the three discuss:  

  • The part customer experience is playing in digital transformation 
  • Why optimizing sales teams’ time is good for the end customer 
  • How Partner Go shortens the sales cycle  

Follow us on Twitter @IngramTechSol #B2BTechTalk 

Sponsored by Cisco and Ingram Micro Financial Solutions 

Listen to this episode and more like it by subscribing to B2B Tech Talk on Spotify, Apple Podcasts, or Stitcher. You can also listen on our website.

You're listening to be tob tech talkwith Ingram Micro, the place to learn about new technology and technological advances beforethey become mainstream. This special edition one episode is sponsored by Cisco, takingyour business a level up. Let's get into it. Welcome back to anotherepisode of BB Tech Talk With Ingram micro. I'm your guest host today, LoganLyles, with sweet fish media. We're recording on site here in Denver, Colorado, at the Ingram micro one event. We're going to be talkingabout digital transformation, which has been a topic on this show. Specifically,we're going to be diving into connect wise and Ingram micro partnership and some excitingthings happening there right now. So, to kick off this conversation, we'rejoined today by Keith Graham, who is the director of channel sales at connectwise, as well as Craig Parsons, senior business transformation manager at Ingram micro. Guys, how's it going today?...

Great, are you? Yeah,I am doing fantastic. You guys enjoying the event so far? Absolutely?So far, so good. Yes, absolutely, there are free puppy somewhere. I hear it right over there. Awesome. So moving right from freepuppies to integration. So let's talk about you know. I know that connectwiseintegrates with soft fire platforms such as Cisco and others. Keith, so canyou tell us a little bit more about what connectwise does and how Ingram microthe partnership between Ingram and and connectwise, the status and things there lately?Sure, absolutely so. So connect wise overall partners are joint partners. Ingrampartners run on our platform. So we have proximately about thirty FIVEZERO partners todaythat run on one or more of our solutions. So when we look atpartnering with the Right Distributor, we certainly in two thousand and twelve partnered withInger micros because we understood we both were trying to self with the same challengesin around our joint partners right. So, of which you know. If youlook at it, I would say...

...time overall is a is a preciousresource that are partners as well as you and I have right, Yep,that we certainly want to always maximize and certainly automate just so that we canget some extra time out of the day to do something that's more productive,one thing that's going to grow the business. Right for our joint partners. Soabsolutely so. You know, that's that's kind of what we've been successfulin doing and growing our partnership with Ingram. We certainly the helped solve some ofthe current challenges that are our bars have today, specifically around, youknow, with Cisco Today. Yep, absolutely. Well, let's talk alittle bit about you know, I know that connectwise helps sales teams be moreproductive. Can you speak to some of the specific gaps that it that itfills there? Whoever wants to take that one first? Sure. So,if you look at I mean just the time aspects alone, like, whatcan you mention? Is Like you want your what do you want your yoursales to be doing? You want them to do net you count acquisition,right. So there's a lot of operational...

...efficiencies in the back and that takeaway from their time to be to get that next customer, to get thatnext project. Right. So certainly, when you look at what our platformdoes, as well as a conjunction with partner go, we certainly help takeaway make the more efficient so that they can continue to focus on net newbusiness and growing, you know, exponential numbers. Right. Yep, absolutelyobvious. Two keys point really time as the time as the key here,and time savings of the key. So connectwise, being able to go outthere and manage these opportunities without having to spend time and spreadsheets and emails andphone calls and things like that. There's a big difference. So I reallybelieve that the connectwise, bigger micro partnership is a great thing for time savingsfor our partners as well increasing their efficiency with their with their customers and improvingthat customer experience which we keep hearing as a big thing here in the industry. Yep, absolutely, customer experience doesn't just happen postale. It's in thesales interaction, right, but that's their experience of Hey, I want toquote, give me something right. Well's sold first impression to write. Soyou want to make sure you have the...

...best impression first time and then,like you said, it doesn't stop there. It's like what happens after that process? What happens if the customer accepts your your proposal? It's all thethings that happen on the back end. It's understanding. Where where that yourCisco Equipments. You know when it's going to reach that destination, when areyou going to deploy your engineers on site to do a rack stack? There'sa lot of things that come on the back end that certainly help you know, our joint partners be more efficient and certainly more profitable. Real quick beforewe jump straight back into the episode today, we want to tell you about Ingrammicro financial solutions and how you can maximize your buying power and get toyes with your customers faster. For the last nine years, Ingram micro hasbeen channel pros reader's choice for best financing options. Put The power of ourcredit and leasing options to work for you. You can easily contact financial solutions atIngram microcom. All right, let's get back to the show. Canyou guys speak to a little bit of...

...you know, who is connectwise bestfor based on some of the software platform integrations? So I'll let you takethat one, but I so from it. We have a product coal connect Mysel, which certainly is what the leaving focus here is. You know,CPQ type product, hill quote automation, quote and Proposal Automation Right by whichwe can certainly realize that within our partner base we certainly have people that runon products other than platforms, other than manage. So we certainly had agreeto netsweet dynamics sales force and there's a lot of Cisco partners out today thatthat's what they're run their business on. We realize that. We certainly wantto make sure at least we have the integrations to those platforms as well aswell as the partner goes that we could make the more successful. Yeah,absolutely, Craig. Could you tell us a little bit more about the experience? The aim of partner goes? We've touched on that a little bit andjust conversation so far. Sure. So partner goal is really we've designed itas a self service tool for our Cisco...

...partners to be able to go outthere and manage whether it be their orders, their quotes or whatever they might needfor finger micro. So if we looked at how this is done inthe past, is always done by a phone call or an email. Thatwould take four to eight hours, if not twenty four to forty eight hoursfor returns, right. So everybody wants the Amazon feel. You can't dothat by emails, you can't do that by phone calls. So what we'vedone is we've created a kind of a bridge off of our online website wherecustomers can go in and they can see all their real time availability. Theycan go in there see they're tracking order status from Cisco direct ship products,which they would never really able to see before. This always came from aan email or a phone call, like I said before, so it reallywere taking out that touch and allowing customers to go in there and do thisthemselves. And then we've kind of built on top of that and we're nowgoing into the quoting side of this to where this is where connecting myself fromsome so the customers can go in there and rather than sending in an email, which takes for to eight hours, or calling their sales or up andpicking up a phone, they can go and hit two buttons and create aquote for themselves and now they can go...

...in to connect myselvency that quote immediatelyin that system. So we're taking out a number of different clicks, anumber of different emails and touches that they've never seen before. So to methis is a very big time savings and it actually improves that customer experience whenyou when you look at it overall, absolutely agree hundred percent on that.Yeah, and you look at the investment that you put in to your salesforce. Any time savings that that you can give them is exponential for yourbusiness, hundred percent. And I think the biggest focus really, and we'lljust keep saying it, is the customer experience. Right. I mean ifyou can walk out of a sales meeting and register a deal with CISCO,be able to go into our system and quote that deal within minutes and getthat in Connecti by cell and put a proposal out to your customer same day, that's a very big difference that it used to be. I mean youused to be talking about days, Keith Right, to be able to dothis sort of thing. What a first impression that would be. Right,just leaving the beating beautiful proposal, you can close the person you know withinyeah minutes and there's nothing then cooling off...

...a hot lead with, Oh,I've got to get I'm waiting on information. It's twenty four hours. Right,absolutely. You know, it's both the salesperson's experience, right, I'ma salesperson. I heard Craig say, you know too, button clegs.I love that. Right, and then the customers getting a better experience.And so it's really a win win on both sides of the transaction. Yeah, absolutely, absolutely, I think to you know, and for the firstnew customers who bring on board, that's even more important. Right. Wedo a lot of project for specific custerers, but the nit new person for thatcompany it's very critical that they have that optimal experience and so that wetotally would that. Yeah, absolutely. Well, I love that. Onboth sides both the salesperson is experience, the customer experience, and as youimprove one, the other is going to raise, vice versa. Right,agreed. Yeah, I love that. So, guys, we love toask guests on this show where they see technology going in the next year.So if you guys want to speak to that, you know from a salestech perspective, you know it definitely open...

...to that. But, Craig,let's let's start with you. Where do you see? What's what's the bigtrend? You got your eye what's next for partner go? Yeah, sowhat's next FRA Partner go is we're really looking at, I mean you've heardaround annuities and software platforms and I'm doing were recurring billing and things like that. So we're looking at that for next year on top of that. We'relooking at doing further integrations with connectwise. So we're at the first step here, which that first step is actually doing the quoting and being able to integratethose quotes into connect bisell. But how powerful Pul it be if you couldplace it or through connect by cell or actually going to be able to manageyour serial numbers and the things like that and manage for cells are and correctwisemanage. So there's we have our eyes on continuing to grow the integration pieceof this. That customers saved time across the board, not just on thefront end. Yeah, I love it. Yeah, I totally agree with that. I mean, if you look at the potential at least to helpour partners be more efficient around smartnet renewals alone, that's a big opportunity.Yeah, so I definitely, you know, think that the integration components, themore we can get more connective tissue...

...between our two platforms, the moreour benefit. Partners will benefit mutually. Right, absolutely so awesome. Well, Keith Greg for anyone listening to this that would like to learn a littlebit more about partner go or reach out to you guys asking follow up questions. What resources would you point them to or what's the best way for themto reach out or go deeper on this topic? Sure, so we haveinformation on the anger micro website, so I Ango Microlcom, or they cancontact their sales wrap or their market development executive for Cisco for any information.It just simple. Is going to you know, ww kinneckwisecom. We certainlyhave a lot of easy navigate information around what we're doing here regards the integrationsand and that's probably about the easiest way to kind of starts in from yeah, I love it, nice and simple. Yeah, all right, folks.Well, that wraps it up for another episode of Beb Tech Talk.You can join the discussion on twitter if you follow us at Ingram tech soulor use the Hashtag be tob tech talk.

Thanks, as always, for listeningto beb tech talk with Ingram micro. If you're not already subscribed to theshow, make sure you do in apple podcasts or wherever you do yourpodcast listening. You've been listening to bedb tech talk with Ingram micro. Thisspecial edition one episode is sponsored by Cisco. Be Tob tech talk is a jointproduction by sweet fish media and Ingram micro. Ingram micro production handled byLaura Burton and Christine Fan. To not miss an episode, subscribe today inyour favorite podcast player.

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