How can channel partners build a comprehensive services portfolio

Mena Migally, regional director – channel, territory and telco for METNA at Riverbed discusses how channel partners can build a comprehensive portfolio of solutions and services to address end-user experiences and enable digital transformation

Mena Migally, regional director – channel, territory and telco for METNA at Riverbed
Mena Migally, regional director – channel, territory and telco for METNA at Riverbed

Implementing new, shiny and expensive technology into a business is a challenge. Add to that an unpredictable user behaviour, and it can be an absolute minefield. Therefore, in order to provide their clients with proper consultancy, resellers need to be at the forefront when addressing this issue. Furthermore, given the huge investment organisations make in their IT infrastructure and network and their prime function is to run and transport applications, then it’s vital to understand, how we measure and ensure the performance of the IT infrastructure and network is at its optimal?

Channel partners that are reluctant to build out this aspect of their portfolio will be missing out on a great opportunity. Without the ability to prove the value of digital experiences and new technology deployed within the business, it becomes difficult to build relationships outside of IT operations. With digital experience management solutions, resellers will excel and be able to develop their business and create new revenue streams outside of their core offering.

Delivering a seamless consumer experience

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To explore the importance of looking after user experience as a priority, let’s examine two very different types of business. Private and public sector organisations have different goals and purposes. Whilst in the private sector generating profit for shareholders is a core board-level priority. On the other hand, the aim of the public sector is to provide a good service and seamless consumer experience which is vital to secure the publics’ trust. Also, both these sectors act on the quality of their customer interactions.

Worryingly, we are still seeing customers and employees experience difficulties with technology on a daily basis. Whilst it’s important for organisations to get these right, failure to properly service employee digital experience can have an equally damaging effect. Ultimately, this can mean performance issues fly under the radar, and employees begin to accept that slow technology is “just the way things are”. So, how can organisations put an end to this cycle?

The visibility gap

IT teams will be all too familiar with the scene: all the lights on the dashboard are green, but there is still dissatisfaction towards the technology they work with. That’s the visibility gap – the space between what your tools are telling you and what your users are actually experiencing. Left unresolved, this can damage revenue, impact customer satisfaction and decrease organisational productivity.

To fight the visibility gap, organisations need digital experience management. The latest technology in this field is able to deliver the optimum user experience, providing visibility into applications from any perspective, and even predictively. This can provide businesses with a service that unifies device-based user experience giving a holistic view of a user’s digital experience.

Supporting digital transformation

As companies go through the process of digital transformation, Digital Experience Management provides clear insights into how customers are consuming applications, what their digital experience is like, and how that experience directly impacts key business KPIs. Not only does it help IT teams do their job, but it also gives them the ability to prove the value of their investments.

With the majority of organisations revamping their approach to technology, IT requires visibility into end-user experience to ensure that cloud, mobile and virtualisation initiatives deliver the expected gains in productivity. If you can’t see or measure it, how can you effectively manage it? Without Digital Experience Management, you can’t.

If channel resellers decide not to build their portfolios to adjust to this trend, then they will ultimately find it difficult to align to the requirements of their customers.

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