Sponsor: SherWeb

10 Steps to Build a Killer Office 365 Support Service

Getting technical support has been listed as one of the top 5 challenges small businesses face when they move to the cloud. Although Microsoft offers some assistance to Office 365 end users, the service does not fit this type of companies’ needs. Moreover, costs for a guaranteed, top-level support are high and only a few small businesses want to go that route.

CSP Direct and Indirect partners are not just reselling licenses; they have to offer a full customer experience that includes technical support. Guaranteeing the same level of support as Microsoft or better requires partners to know about:

  • How to set up a first-class technical support service
  • How to choose the right pricing model for your support services
  • Hiring and training employees
  • Managing customer satisfaction

As a VAR, MSP or SI, offering support service is a unique opportunity to improve customer loyalty, free referrals, plus cross-sell and upsell options. Being your customers’ first point of contact for either sales or support matters will keep you aware of your customer needs. As a result, you’ll be able to help them better adopt Office 365 services and come up with complementary solutions.

Get Whitepaper

The Definitive Office 365 Sales Guide

What differentiates a good sales person from a bad one is often the ability to ask good questions and really listen to the answers. In fact, almost 50% of your sales effort should be put in understanding the business needs of your potential clients. Once you understand the business reality as well as the processes, problems, challenges, and goals, the sales part is quite easy.

Microsoft Office 365 provides an all-in-one modern workforce designed to provide customers with a single solution for all their end-user cloud productivity and collaboration needs.

Your Office 365 sales team has to use a systematic approach to collect the right information from your clients. Building this approach relies on your ability to:

  • Identify Office 365 selling scenarios
  • Position the right product benefits to solve the client’s top pain points
  • Address security and compliance concerns with Office 365
  • Overcome the most frequent client objections with counter arguments

Our white paper lists top questions every sales person should be ready to answer about Office 365, plus different customer buying scenarios. You’ll also find a list of the most common values that Office 365 offers an SMB and how these values are linked to 4 core business goals.

Get Whitepaper

How to Profit from Selling Office 365

The IT landscape has shifted a lot in recent years. No one would argue that Office 365 is one of the hottest products to hit the cloud market in a long time. There is definitely a great opportunity for Managed Service Providers to teach SMBs about the potential of Office 365 and the new benefits it has to offer.

But as you’re reselling Office 365, there is no guarantee that customers will be lining up to buy it from you. You have to put yourself in the client’s shoes. Why would they get Office 365 from you if they can just as easily buy it from someone else or directly from Microsoft?

As a Managed Service Provider, targeting the right market and creating an adequate sales strategy are essential to your success. We’ve identified a few topics you definitely need to master so you can make your Office 365 business thrive:

  • The differences between Office 365 licensing models
  • How to bundle and price your offer to maximize profits
  • Tips to create demand and promote your offer
  • How to identify Office 365 opportunities and handle objections

Our white paper will explore some high-level concepts to keep in mind when offering cloud services. We believe that building good offers and establishing yourself as a technology educator and integrator will improve your chances of convincing your clients to adopt Office 365.

Get Whitepaper