Why Can A Few Call Accounting Distributors Deliver A Superior Product To End Users?
For suppliers, there is a massively profitable business opportunity inside the call accounting market place. Regrettably, until now, reseller organizations have been unable to take advantage of these possibilities because of restrictions on their ability to deliver service.
The fact is, the normal user cannot rely on their call accounting service. Reseller companies are only partly to blame, there are inherent service issues with stand alone solutions. The practicalities of maintaining these packages restricts the distributor's capability to deliver.
Here we deal with the main problems and tender a proposal to revitalize the industry.
The primary issue centers on reliability.
In a questionnaire of distributors we posed the questions;
a, In your client base, approximately how many call accounting packages have you sold?
b. Can you say with any certainty what percentage are actually receiving data at present?
c. Considering the working units what fraction are accurately costing calls with up-to-date rates?
The replies that we got were startling, an overwhelmingly high percentage of distributors didn't know what number of platforms were functional but offered an opinion of approximately seventy percent. Of those working packages, around 50% were tariffing calls accurately. The end result, only thirty five percent of the installed user base were wholly operational.
Another question,
If your customer reports a breakdown, what is your average "time to respond"?
A high percentage responded to the effect, "we do not see call accounting as mission critical, when we have a service representative in the area with spare time we attend to it."
A reseller sincere about this business should do better than this.
The architecture of a stand alone solution is also a restricting component, a stand-alone solution with no way for the reseller to remotely interface with it is just not going to be a part of the future of call accounting.
With a stand alone product, the reseller firm waits for the client to report a problem, the end user discovers something is wrong when a report does not work. The system could have been faulty for a week or longer. Add to this the "non critical" nature of the problem and potentially we have "response times" greater than a month. Terrible!.
The nature of how resellers deliver this service has to change, however there is a new solution, it is in Software as a Service. Call accounting provided as an Internet based application, automatically monitored 24/7 and delivering a well managed product with up-times of 99.9% that enable a next day response to service issues, and client's requests can be answered by a single telephone call or email.
This marks the future of call accounting, the traditional stand-alone service models have died, distributors cannot make a profit from old technology, but they can prosper by delivering a far better web based service to customers and at the same time improve their profitability by earning sixty to eighty percent monthly margin.
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