Page 3 - Coredial Q1 2019

March 2019
CoreDial Special 3
LIENEMANN continued from page 1 CoreNexa Contact Center delivers an effective
customer engagement experience that virtually every business must maintain to thrive. These include companies that utilize mobile or remote sales teams, account representatives, field technicians, billing representatives, dispatch teams, or customer service agents.
All of these workgroups can benefit from the
productivity-boosting properties of effective customer engagement tools available through the platform.
As with all CoreDial’s UCaaS offerings, CoreNexa Contact Center is delivered via
a private-label model that reseller partners brand as their own. The platform is designed for small- and mid-size businesses typically
with 25 to 500 seats, but can easily scale
to accommodate enterprise customers as
well, empowering resellers to pursue larger deployments and address the evolving needs of their customers as they grow.
“CoreDial always strives to deliver high- quality services and features that position our partners for growth,” said Alan Rihm,
chief executive officer at CoreDial. “CoreNexa Contact Center’s go-to-market strategy applies this model to a full customer engagement ecosystem. The platform is already resonating with our partners by providing them with an effective path to attract new customers, increase revenues, and enhance value for their legacy end users.” n
CoreDial Personnel Profile: Colleen Schmidt
SCHMIDT
by Colleen Schmidt, Vice President of Partner Success, CoreDial
CoreDial leads each channel partner’s journey from start to success with the assistance of the company’s specialized
Partner Success Team. This team is focused specifically on helping partners achieve success as defined by their individualized business goals. Success starts here.
Colleen Schmidt, Vice President of Partner Success, has been with CoreDial for nearly eight years. In that time, she’s seen the company’s roster of partners grow from approximately
50 to more than 800, now serving in excess of 330,000 end users.
THAT’S A LOT OF PARTNER SUCCESS.
Growth is the best challenge any organization can face, but it requires an orchestrated effort
to make sure partners continue to have the tools and knowledge to keep their success longstanding. That’s why CoreDial established its Partner Success Team. Schmidt, who was instrumental in the team’s success, says the program is all about engagement, retention, and
long-term partner viability.
“At this point, we’re adding partners at a
rate of about 20 per month,” Schmidt says, acknowledging an upward trend that hasn’t ebbed since she started her career at CoreDial. “When growth began to escalate, we knew
we needed to dedicate resources to assist our expanding partner community. That’s where I come in—to help facilitate those resources.”
CoreDial’s partners come from all areas of
the industry, with varying degrees of expertise in hosted services and UCaaS. Some are more IT-driven and are less familiar with the telecom space. The Partner Success Team brings years
of diverse industry experience to the table
and helps different types of MSPs, VARs, and
IT Solutions Providers understand how to be successful in converting their existing customers to hosted sales or enter new verticals in the
SMB market with cloud-based communications solutions.
The team, which acts as the main point of contact for partners, expanded nearly five-fold in the six years Colleen has been involved. Once a new partner joins, the Partner Success team guides the partner’s journey as well as collaborates with the onboarding and training (OBT) team. To ensure the partner is ready
to deliver and support services for their new customers, our OBT team takes a unique approach by offering first-order assist for the partner’s first three customers. CoreDial’s
subject matter experts are also available as resources to partners. “We don’t want anyone out there on their own,” she explains. “Our partners face a complicated marketplace, and the best way to see them thrive is to take a team- oriented approach.”
Partner Success services can include everything from helping partners identify new end customers, to training on the CoreNexa platform, to providing sales strategies and assets for their go-to-market plans. “It’s all about enablement and a targeted partner journey process,” Colleen continues. “We ask partners a list of questions to get to know their businesses and how we can best meet their needs. We
need to understand our partners’ definitions of success so that we can help them achieve their business objectives as well as identify the best opportunities for them to help capture that business.”
What began as a department of only two people has expanded into double digits, and is adding personnel regularly. Many of the team members have been with the department for at least half a decade, and several are original hires. As a result, CoreDial partners can reasonably expect enduring relationships with success
team representatives who remain vested in their businesses for the long haul.
The department’s responsibilities to partners continue well beyond the first sales. The team accommodates more mature partners and
their unique needs as they grow. In addition to supporting issues as they arise, representatives keep partners abreast of any changes in the technology and of new features and services that develop. They also train partners to take advantage of upsell opportunities.
This has been particularly significant in 2018 and will continue to play a role in 2019 since CoreDial recently launched its new CoreNexa Contact Center solution. The platform offers a menu of customer engagement functionalities like skill-based routing, call-and-join training features, as well as advanced call reporting and analytics. These characteristics stand to boost productivity for business end users as well as present upsell opportunities for our partner community, which is acclimating to position these new services to both new and existing customers.
“Partner success requires commitment on our part as a provider, which we strive to deliver,” says Schmidt. “Success doesn’t come in just
one shape or color, and it doesn’t happen by accident. If we understand who our partners are and their business goals, and we focus on providing the tools and expertise they need to effectively deploy our solutions, we put into motion a widespread course of adoption that results in success for all of us. That’s been a key objective from day one, and will continue to be a critical aspect of CoreDial’s relationship with its partners.” n
Success Starts Here
We’re proud to enable 800+ Partners to succeed with more than 330,000 seats on our CoreNexaTM platform.
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