Customer Success Management

Customer Success Management


More and more companies are offering their products as services, be it computing capacity and storage (Infrastructure as a Service, IaaS), operating system environments (Platform as a Service, PaaS) or ready-made applications (Software as a Service, SaaS). The advantages of this business model are obvious. Instead of one-off product sales that are difficult to plan and forecast, a constant annuity revenue stream of reliably recurring service revenues is generated.

Our Solution


However, the success of this business model depends on customer satisfaction. Unlike product sales, value is created primarily through sustainable and long-term use of the service. If the customer terminates his service after a few weeks or months or doesn’t renew it after expiry of the contract period, this will result in considerable sales losses.

As a rule, a customer is satisfied if the service is used regularly. This is where our customer success management solution comes in. Together with you, we monitor how customers use your services and identify early on which customers are satisfied and which may need additional information or training to get the most out of your service. This enables you to reliably measure customer success over the entire contract term and proactively intervene if user behaviour changes. Vendors OEM`s thus avoid unpleasant surprises when it’s time for service renewal, as their customers were well supported throughout the entire lifecycle in advance.

Our Services at a glance


Monitoring of your defined KPI's

Usage measurement with state-of-the-art IT

We proactively contact partners or end users as soon as there are
signs of customer dissatisfaction

Your advantages


Continuous monitoring

Customers are well supported throughout the entire lifecycle

Reduction of the churn rate and improvement of customer retention

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Customer Success is a competitive advantage


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Maintenance Central

Maintenance Central


The efficient management of IT service contracts is a major challenge and requires an overview over all existing IT service and maintenance contracts including terms, duration and pricing.

Our Solution


Maintenance Central is an SAAS service portal and offers users the possibility to view maintenance contracts, as well as the costs and terms of their IT assets. Users proactively receive automatic notification before contracts expire. Contract renewals can be carried out quickly and easily directly in the portal and are integrated with Tesedi, Europlus Direct and Support Warehouse services, rounding out our end-to-end service portfolio.

The essential features of Maintenance Central


Integration with all IT manufacturer systems (e.g. real-time warranty authorisation check)

Allows transparent, granular reporting at asset level

Integration with the Renewal Solutions of the Annuity Management Group

Early notification of expiring contracts

Enables IT resellers to create automated renewal campaigns

Easy to use, provides a complete overview of all IT services

Interested in finding out more?

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Warranty Checker

Warranty Checker


Do you use hardware from Hewlett-Packard Enterprise (HPE), IBM, Lenovo, EMC/Dell or Unisys? Are you no longer sure whether the device in question has a warranty or not?

Our Solution


This situation is not unusual, so we have developed a simple, fully automated query tool that allows you to get an overview quickly and efficiently. All it takes is the product number and the serial number of the hardware. In addition, our integrated warranty self-service tool allows you to renew your contract immediately online conveniently and around the clock.

Warranty Checker fast and free


Fastest and easiest way to find out the warranty status

Works with HPE, Lenovo, IBM, Unisys, Dell and EMC hardware and software

Integrated with our self-service tool, so you can renew contracts online and automatically

Integrated with the Maintenance Central Service Portal, so you can obtain a service quote for all IT equipment

Try it


Try it yourself, you can find the Warranty Checker on the Support Warehouse homepage: www.supportwarehouse.com

Interested in finding out more?

Get in touch with us. We would be glad to discuss with you how your company can benefit from our know-how.

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World Wide IT Maintenance Service

World Wide IT Maintenance Service


Companies operating in multiple countries face a challenge: How to efficiently manage multinational service and support contracts? Languages, currencies, legal requirements, distribution set-up and contacts may vary from country to country. Due to the heterogeneity, quote preparation and invoicing are associated with high administrative costs.

Our Solution


There are very few service providers who are able to carry out worldwide IT service and support management and at the same time take into account the interests of all parties involved (manufacturers, distribution and channel partners). Our two subsidiaries Europlus Direct and TESEDi are specialists in this field: Certified and accredited by the manufacturer, Europlus Direct in the IBM and Lenovo environment and the TESEDi Group in the HPE, Micro Focus and HP Inc. environment can offer business partners and their end customers consistent and first-class service and support in almost every country of the world. No matter in how many countries a customer needs service and support, the customer will receive a uniform offer upon request.

Contract is adapted to the respective national language and currency, local legislation and distribution landscape

Win-win for manufacturers, distributors, service partners and end customers

Increased efficiency through multi-country contracts; massively simplified preparation of offers and invoicing

Uniform OEM maintenance service coverage worldwide

IT protection through remote support and on-site specialists

Our Experience and Expertise


Our subsidiaries Europlus Direct and TESEDi serve thousands of corporate customers around the world. For this service, we have established business relationships with more than 300 distributors, which allows us to offer a manufacturer service for IBM, Lenovo, HPE and Micro Focus in these 100 countries. For more information, see www.europlusdirect.com, or www.tesedi.com.

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Use-Case

IBM relies on worldwide IT support from a single source


IBM is an internationally active technology group
which offers a wide range of hardware and software solutions as well as IT-related services.

READ MORE

Video

How Europlus Direct helps customers buy IT services overseas

Interested in finding out more?

Get in touch with us. We would be glad to discuss with you how your company can benefit from our know-how.

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Reminder and Rescue Service

Reminder and Rescue Service


Companies with indirect sales and numerous partners face the particular challenge of successfully managing their ecosystems. We note that channel partners don’t always succeed in renewing expiring contracts on time, even though some manufacturers allow them more than 120 days to do so. The unpleasant consequence of this is that customers and revenues are lost.

Our Solution


With our two subsidiaries, Support Warehouse and Europlus Direct, we have experts who specialize in the win-back of service contracts that have been thought already lost. As channel rescue experts, they will not contact your customer until the renewal period has expired. End customers are first notified of the contract renewal and reminded to contact their channel partner directly. If end customers or channel partners do not respond, we will act as rescue experts ourselves (trigger date determined by the manufacturer). We then contact the end-customer directly and try to conclude a new contract (win-back). Besides many won back contracts, our renewal reminder and rescue service offers you many additional advantages:

Reminder service for all expiring contracts

Increased contract renewals through up-selling and cross-selling

Rescue of already lost service contracts

Ongoing support provided by the manufacturer

Effective indirect lead generator for channel partners

More satisfied and loyal end customers

Generation of additional business by uncovering naked boxes (uncovered equipment)

Our Experience and Expertise


Our subsidiary Support Warehouse is an authorised HPE Service Provider in 13 countries, and our subsidiary Europlus Direct is an official and authorised IBM and Lenovo Service Provider in 20 countries. Together we support more than 7,000 customers and ensure that they receive continued IT service coverage. For more information, see www.supportwarehouse.com or www.europlusdirect.com.

Customer Feedback

Helpful. Another resource to make sure support coverage doesn't fail. Thanks.

Customer
From technology and design industry

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Channel Renewal Support Service

Channel Renewal Support Service


The renewal of existing contracts in the channel requires in-depth expert know-how and is extremely complex due to the multi-tier sales structure. Different contact persons, products purchased directly or through various distributors as well as different contract terms and contractual partners: These are only some of the factors that result in contracts not being optimally renewed, expiring or being taken over by third-party maintenance providers.

Our Solution


With our subsidiary TESEDi, we have many years of experience in renewal management in the channel. As a neutral service-only distributor, we have the interests of both the manufacturer and our partners in mind and clearly distinguish ourselves from conventional distribution through our service-only positioning – TESEDi does not sell hardware nor software.

Supported by state-of-the-art technology and experienced sales experts, we support both the manufacturer and the IT reseller in all renewal management tasks, such as preparing quotes, co-terming several contracts, pointing out cross-selling and up-selling opportunities and generating new business. TESEDi ensures that your partners receive the support they need to renew all expiring service contracts successfully and on time. We not only work closely with your partners, but also take over the accounting, invoicing and del credere and design an incentive package tailored to your sales channel, so that your partners can participate in the success of increasing contract renewal rates.

More revenue, more profit

Better customer relationships and greater royalty

Higher renewal rates of over 20% annually

Satisfied partners

Up to 15% additional new business through professional support and up-selling and cross-selling

Higher productivity and quality with significantly reduced administrative costs at the same time

Our Experience and Expertise


Today, our subsidiary TESEDi supports thousands of channel partners in several countries as a service-only distributor on behalf of Hewlett-Packard Enterprise (HPE), Micro-Focus (MF) and HP Inc. For more information, see www.tesedi.com.

Customer Feedback

Tesedi has been supporting us excellently in the area of HP contract management for years. In no time all our requests are handled with high quality - fantastic. Only clairvoyance would be even better!

Frank Bierbrauer
Sales Manager Cancom on line

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Interested in finding out more?

Get in touch with us. We would be glad to discuss with you how your company can benefit from our know-how.

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Contract Renewal Service

Contract Renewal Service


Many companies tend to focus on acquiring new customers and neglect focus on their existing contract customers, especially in the case of smaller contracts. Furthermore, it’s not always easy to keep track of things as there can be a multitude of contracts with different terms and renewal conditions for a single customer.

Our Solution


Support Warehouse specialises in end-to-end proactive contract renewal management of direct OEM end-customers. As a dedicated service-only channel partner, we support end customers with their renewal management, whereby our renewal service usually begins 120 days before contract expiration. We use state-of-the-art IT systems to check configuration, service coverage and renewal periods for all contracts and, where possible, to create an optimised quote tailored to the customer’s needs. Here, not only contract terms, service levels and up-selling potential are examined, but also the possibility to co-term existing contracts into a single offer. Our proactive contract renewal management service increases our OEM customer’s profitability sustainably and disproportionately. In addition, each successful contract renewal contributes to their recurring revenues over several years. Through our professional contract management, we not only increase revenues but also improve customer retention.

More revenues, more profit

Sales and market insights

Higher renewal rates

Increase in new business by up to 10 to 15 p.a

Longer customer retention

Identification of cross-selling and up-selling opportunities

Our Experience and Expertise


Our subsidiary, Support Warehouse, serves medium-sized direct customers in several countries on behalf of Hewlett-Packard Enterprise (HPE) as a service-only reseller. HPE end customers are thus optimally supported and receive an IT service tailored to their needs. For more information, see www.supportwarehouse.com

Customer Feedback

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Get in touch with us. We would be glad to discuss with you how your company can benefit from our know-how.

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Hewlett Packard Enterprise annuity management + channel support programme

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Hewlett Packard Enterprise annuity management + channel support programme


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What was needed was a service specialist with 100% focus on annuity management who had the knowledge and track record to effectively support HPE channel partners and help them to successfully renew their service and maintenance agreements. Familiar with the success HPE Switzerland had experienced a few years earlier when partnering with Tesedi, ‘we reached out to HPE Switzerland and subsequently to Tesedi to see if their annuity management solution would also be applicable to the German market’, explained Peter Steensma, TS Channel Sales Manager for HPE Germany.

Customer Background


Hewlett Packard Enterprise is a global technology company offering a wide range of IT hardware and software products, IT services and IT solutions. With over USD 30 billion in annual sales, and active in more than 80 countries, HPE follows a channel distribution strategy to bring its products and services to market.

In Germany, HPE works with over 400 channel partners who sell HPE products to enterprise customers. Within HPE Germany, the Technology Service (TS) organisation is responsible for selling, delivering and renewing IT service, maintenance and warranty agreements for its server, storage, network and software products.

Annuity Challenge


Multichannel distribution, layers of complex IT landscapes with multiple data sources and points of contacts all combined with constantly changing customer hardware configurations – often requiring different service-level agreements, software and licence updates – made effective annuity management challenging and complex. HPE Germany realised that it’s channel partners needed help in managing their conversions and renewals from their existing service and maintenance agreements.

For example, partners were struggling to receive accurate quotes, were dealing with outdated customer data, were not addressing possible up-selling opportunities and were left with a high administrative workload required to renew their service and maintenance agreements. As a result, renewal rates suffered, channel partners were frustrated and enterprise customers were left without proper service coverage – impacting customer satisfaction. In addition, new business potential was not addressed systematically.

HPE Germany was searching for an annuity management expert who would be able to offer a solution that could help its HPE channel partners to manage their renewals from their service and maintenance agreements.

Tesedi


Tesedi is an authorised Hewlett Packard service-only distributor. Thanks to this clear focus, Tesedi does not sell any hardware or software products – Tesedi is the trusted service expert for both the product distributors as well as the channel partners.

Tesedi service offering


Supported by a suite of highly specialised IT systems and tools, Tesedi services cover the entire spectrum of the annuity management business life cycle, starting with service and partner on- boarding and adoption – where Tesedi welcomes new service partner while tracking relevant renewal information – all the way to sales enablement, quoting and contract optimisation – where Tesedi helps partners to accurately profile, price and quote expiring agreements.

Annuity results


Tesedi focuses on the entire end-to-end renewal process. Applying this methodology ensures that all renewal touchpoints are systematically captured throughout the entire annuity management life cycle. Due to this systematic annuity management, Hewlett Packard resellers are able to fully penetrate their existing installed base while benefiting not only from higher processing efficiency – which in turn results in dramatically reduced amounts of administrative work – but also from more new business by having the support from Tesedi experts to spot up- and cross-selling opportunities. Overall, over the course of more than four years, the Hewlett Packard TS organisation was able to increase its service revenues booked through the channel by over 300%.

Related Solution

Satisfied customers remain long-term customers. The Customer Success Management Service proactively monitors customer behaviour in usage-dependent service agreements.

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IBM relies on worldwide IT support from a single source

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IBM relies on worldwide IT support from a single source


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IBM is an internationally active technology group which offers a wide range of hardware and software solutions as well as IT-related services.


The manufacturer employs nearly 400,000 employees, is active in over 150 countries with a turnover of almost USD 80 billion in 2017. IBM pursues a channel strategy, predominantly bringing its products and services to the market via its partners and distribution channels. The partner network comprises several hundred distributors and several thousand channel partners.

Managing multinational service and support contracts has thus far represented a major challenge for IBM’s distribution partners. Different languages, goods, regulatory­ requirements and contacts made the management of these contracts a complex undertaking. Because of their heterogeneity, quoting and accounting for such multi-country contracts required great administrative effort and expense and currency risks were linked to both to the manufacturer and to the distributors. Furthermore, quality assurance was difficult.

IBM thus began looking for a partner who was able to provide global service and support management, a partner that could properly take into account not only the interests of IBM itself, but also those of the distributors and partners and ensure that there was a 360-degree view of all existing support jobs. The manufacturer chose Europlus Direct (EPD). Together with EPD and participating distributors, IBM developed a concept for a global management of service contracts. This not only brings benefits to the manufacturer and to its distributors, but also to their service partners and end-users. “Using the EPD WW IT service has massively cut down the amount of time needed to administer and manage maintenance across our complex European IT infrastructure,” says David Allanson European IS Manager at NSK a multinational IBM customer working with EPD across 10 European countries.

In order to be able to offer international customers a worldwide IBM service, EPD has established business relationships with over 300 distributors covering over 100 countries. As a certified and accredited IBM reseller, the EPD team can guarantee first class service and support in practically every corner of the world. Customers can rely on the expertise of employees trained and authorised by the manufacturer and, where necessary, obtain original spare parts or replacement devices. And it makes no difference in how many countries an internationally active customer needs service and support. Together with Europlus Direct, IBM is able to provide these in the respective language and currency, adapted to the local regulatory and distribution landscape. This is always original IBM service. Upon request, the customer receives a uniform offer that also provides some cushioning against fluctuations in currency, thereby providing security to both provider and ­customer alike.

Thanks to the cooperation with EPD, IBM and its distributors and channel partners were able to significantly reduce the administrative burden for worldwide sales of IT support services, significantly improve service quality and so markedly increase the sales of multi-country contracts.

Customers


The IBM global partner ecosystem is made of several hundreds of distributors and several thousand of channel partners. They support the full spectrum of national and international businesses – from the SMB customer all the way to the large ­multinational corporate customer.

Challenge


IBM is active in nearly 150 countries worldwide and addresses nationally and internationally­ active customers via an extensive network of distributors and channel partners. IBM was facing the challenge of offering multinational companies continuous and transparent maintenance service. Different national languages, legal requirements, currencies and contact people led to a lack of transparency, an inordinate administrative burden and quoting and invoicing problems. Furthermore, service quality and speed couldn’t be consistently guaranteed.

Solution


For their multi-country contracts, IBM and its distribution and channel partners use the WW IT service of Europlus Direct (EPD), a globally active expert in IT service and support tasks. Thanks to the support from EPD, IBM customers are now able to use maintenance services at different locations. Quoting and invoicing have been enormously simplified, the currency risk reduced and service quality and availability increased. As a result, IBM was able to significantly increase turnover in the maintenance­ area, which had not often been realised before due to the complexity of multi-country contracts.

Related Solution

The World Wide IT Maintenance Service supports business partners and end customers in multi-country management of their IT service and support contracts in almost every country in the world.

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Hewlett Packard Enterprise: Win-Back Service increases sales with maintenance and support contracts

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Hewlett Packard Enterprise: Win-Back Service increases sales with maintenance and support contracts


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In the past, renewing service and maintenance contracts in the volume business area has posed a challenge for HPE for a number of reasons.


These fixed service packages, which typically have a value of less than 1,000 euros, are highly standardised fixed-term contracts. An end customer will often purchase several of these packages with different expiration dates through a number of channel partners, who in turn purchase their goods from various distributors. Furthermore, the initial registration of service packs often lacks in contract information quality. The name or address of the customer may be incorrect or not recorded at all, the expiry date of the contract not correctly stated, or the contractual relationships with the manufacturer and the distribution channel are unclear.

For the channel, managing these small contracts poses a major challenge despite the high level of automation provided by HPE. The overhead required for them to track, process and renew these fragmented and low value contracts prevents it being a commercially viable activity in most cases. As a result, service and maintenance contracts are not renewed, although the channel partners are reminded of the upcoming renewal 180 days before it expires. The hardware then remains either unprotected or is serviced by third parties (Third-Party Maintenance, TPM) who are not authorised by HPE. Even if the contracts are small and of little value in themselves, they represent a considerable overall sales potential which HPE and the channel have thus far lost.

HPE was therefore looking for a way to win back (rescue), expired service pack contracts but without generating any channel conflict. HPE selected Support Warehouse, a specialist in win-back of expired contracts. Founded in the UK in 2005, the company has been part of the Annuity Management Group since 2017 and currently employs some 60 people. The service provider works with HPE in over 12 markets, including UK&I, France, the Netherlands, Belgium, Canada and the USA. Due to a specially developed Inside Sales IT system, Support Warehouse is in a position to manage raw contract data very efficiently, to clean it and start win-back campaigns immediately with a highly qualified sales team on the day the contract expires.

Upon expiry of the contract, the end customer first receives a renewal reminder email and is prompted to renew the contract with their channel partner or another reseller authorised by HPE (including Support Warehouse). Following the renewal reminder, another automated contract entitlement check is performed. If the contract is still not renewed, a Support Warehouse (SWH) account manager will contact the customer by phone to inform them about their renewal options. In the course of this conversation, the account manager checks the customer’s support requirements and also checks whether there is other HPE equipment with no contract coverage (so-called naked boxes). This allows Support Warehouse to include identified naked boxes in addition to expired contracts in their renewal quotes (SWH can only quote services renewals at-list prices).

Approximately 40 percent of all customers won back by SWH buy their contract renewal with their existing channel partner following the SWH reminder email. This makes SWH one of the largest lead generation providers for the channel. With won-back customers that have directly renewed through SWH on average, up to 30 percent naked boxes are uncovered and included in the renewal. For the customer, this reminder service means more security and protection for their valuable hardware, while manufacturers and channels benefit from additional sales.

For HPE and its channel partners, Support Warehouse was able to win back more than 100,000 contract renewals over the past twelve years and achieve incremental sales of nearly 160 million US dollars. In addition to this, there are the renewals, which were ultimately concluded by the channel partner, but whose win-back was initiated by SWH’s reminder service.

Customer Background


Hewlett Packard Enterprise (HPE) was formed in 2015 from the division of the Hewlett Packard (HP) technology group. The company sells information technology for business customers and has over 100,000 employees and an annual turnover of more than 40 billion dollars.

Challenge


HPE offers standardised service and maintenance contracts (service fixed packs) for SMBs that HPE primarily addresses via the channel. Some of these are only a few hundred euros, making their renewal unattractive for the channel, as the management of these very small contracts is complex and prone to error. As a result, these contracts often remained unmaintained and simply expired after the fixed term. HPE, or its predecessor HP, was therefore looking for a way to win back and sustainably manage small-volume contracts without causing channel conflicts.

Solution


HP commissioned the service-only renewal expert Support Warehouse (SWH) to design a win back program for such high-volume contracts. Support Warehouse developed a reminder and rescue service for this purpose, in which the end customer is reminded of their renewal when a contract is due to expire. The customer is then prompted to contact their channel partner or another authorised HPE reseller. If they don’t, SWH becomes directly active during the rescue service. This means that business and margins remain in the channel, while the complex renewal management is handled by Support Warehouse.

Results


For HPE and its channel partners, Support Warehouse was able to win back more than 100,000 contract renewals over the past twelve years and achieve incremental sales of nearly 160 million US dollars. In addition to this, there are the renewals, which were ultimately concluded by the channel partner, but whose win-back was initiated by SWH’s reminder service.

Related Solution

The Reminder and Rescue Service wins back service contracts that have been thought already lost.

READ MORE

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