Four Tried And Tested Opportunities Call Accounting Firms Must Implement To Grow Profits
For the overwhelming majority of PBX resellers, call accounting tools have seldom been a profit center. Even so, PBX firms sell a call accounting package with most PBX they deliver, it is normal practice, the user would be surprised if it were otherwise. Here I investigate the root cause of this deficiency in earnings and find sensible answers.
A normal scenario is:
A PBX salesperson has secured an order, a small PBX and a call accounting program. Often I discover that the sales executive has thoroughly discussed the features of the PBX including the customer's responsibilities and has set expectations to a sensible level. The call accounting package however, was not covered in any detail and the user's expectations are not managed.
Fast forward to the installation where we encounter the challenges created as a consequence of this and other omissions. The PBX is now ready for installation at the user's office; what satanic forces lurk, waiting for the innocent service engineer?.
On arrival at the buyer's premises to commission, we find the user has provided an ancient desktop computer assembled from scrap by the office junior, and placed on a desk 90 yards away from the PBX. Being a service orientated firm, you abide with the purchaser's preferences, drill holes in walls to lay the serial cable..... only to find the PBX has been given a new software release, your service technician has not been notified, a big surprise - it outputs IP data - not serial.
Adding to your challenges, the customer outsources his PC infrastructure to a firm who have strict rules on what is permitted to be connected to it. Negotiations start.
Astonishingly, the installation technician is finally able to complete installation of the package, and who are we to train, a disinterested, browser illiterate individual. You try your utmost to impart some knowledge, if only because the buyer won't settle the invoice before training is delivered, but it is infuriating when the trainee interrupts by taking many non-urgent telephone calls during your training session.
Now, a call accounting platform for a small customer is not a costly sale, the dealer may make a 20% profit margin, after sales and installation costs plus service costs, it leaves hardly sufficient for a round of drinks.
To avoid these issues, firstly ensure that your user's expectations are well managed. Perform a site survey, either pre or post the sale, inform the purchaser on the site requirements and show a presentation of the call accounting product.
Secondly, do your very best to avoid using a desktop computer supplied by the client, bypass a trip wire by using a Data Collection Device or a brand new PC.
Thirdly, ensure you can support your purchaser by phone and your program remotely, if you cannot, you should be ready for an expensive installation.
Fourthly, be sure your gross profit is greater than 60% of the sale price; you should have this level of margin to earn a reasonable return on your skills.
Call Accounting has the potential to be very rewarding, a reseller should take the time to select a supplier with care in order to gain access to the potentially high profits.
Questions and Answers
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