The client is one of the world’s largest distributors of technology products, services, and solutions. They have 115,000+ IT resellers around the world who rely on our client, to support the technology needs of end users of all sizes, including small- and medium-sized businesses (SMB), large enterprises, educational institutions, government agencies, and consumers. They are the partners in the Microsoft Office 365 Cloud Solution Provider (CSP) model that allows them to sell Microsoft solutions alongside their own offerings and services.
Microsoft requires Value-Added Resellers (VARs) and Managed Service Providers (MSPs), Distribution Partners, to expand their portfolio of services and increase revenues by bundling Office 365 with 24/7 support. Therefore, the client was looking for a cost effective support partner for Office 365 CSP model who can provide L1/L2/L3 support for technical issues in multiple languages. Additionally, the Client wanted the service provider to provide the flexibility and scalability for a 24*7 operations in a short notice of time enabling its VARs and MSPs to better serve their customers, build loyalty and create new revenue opportunities.
After a detailed pilot due diligence process, the client chose Quatrro as its partner for outsourced Office 365 tech support.
Quatrro analyzed the requirements of the client and proposed an innovative, fully white-labeled solution to provide Office 365 support through our skilled and certified engineers that are available by phone, chat and email on a 24/7/365. We offered to bundle the helpdesk support cost with the license fees for the partners and the end users, making it a unique offering for the VARs to sell Office365 licenses with the support included cost effectively.
In addition to round-the-clock support, Quatrro offered fixedprice services, responsive architecture, dedicated phone line for support including escalation to Microsoft, strict adherence to SLA’s, provision for remote accessing for resolution, centralized support for Exchange Online and Lync Online to the client.
Quatrro’s unique model enables the client and its resellers to differentiate their Office 365 offerings with top-tier customer service, and grow their revenues with new premium services. There is a significant increase in the sales of the total number of Office 365 licenses each month resulting in a corresponding increase in the recurring revenue for both the client and its resellers.
Some of the other benefits realized by the client include:
- Enhanced ARPU and Customer Satisfaction
- Availability of certified engineers with deep technical
knowledge base and expertise
- Ticketing, tracking and disposition of all issues
- Scalable, flexible and cost effective model
- Expanded portfolio of services
- Increased customer touch points
- Better use of internal resources and skill sets
Quatrro is a leading business support services company, and transformation partner providing business solutions that caters to the ever evolving Technical Support and Managed Services needs of Small and Medium Businesses (SMB’s) and Channel Partners including Managed Service Providers (MSP’s), Value added Resellers (VAR’s) and other resellers across the United States and Canada.