At Jola, we always start with the desired outcome and work back and are good at defining and measuring KPIs, which drive our business and partner satisfaction. We can do this anywhere. Our partners want complete control over their own customer experience, preferring to manage products directly in real-time portals themselves, rather than picking up the phone to us.
During the pandemic, we changed the way we liaised with partners and have not really changed back. All face-to-face meetings were done on Teams and partners didn’t feel obliged to small-talk for 30 minutes just because their Jola account manager had driven an hour to see them. Teams meetings were shorter and more frequent, partner training was easier and more effective and, most importantly, Jola partners closed bigger deals, more quickly.
We hope we have the balance right between self-serve portals and customer service. Portals are available so partners can order, make changes and support customers directly, although they can rely on us to help identify and win new opportunities. Information is readily available for partners to find in our knowledge base however, we answer the phone within 20 seconds if you need us. All our marketing is designed to reflect the needs of our prospects and follow-up processes are managed by responsive humans, who understand them.
