If you partner with suppliers for services such as internet connectivity or hosted telephony, there is often an on-boarding process. Some suppliers insist on product and platform training before ordering portals are released, others are much more flexible, tailoring programmes and materials to suit you.
But how much training is required?
Often you are familiar with the technology and have used similar portals so little structured training is required. You have account managers on hand to help you as you pitch, close and provision your first order and your support team is not fazed by the latest variation of services.
You may want more in-depth product training for multiple team members to gain an overview of key features and benefits and target customers. Information about competitive products you are likely to come up against in the market and which USPs to promote. Provisioning teams may require in-depth platform training and support teams may prefer more technical training around common faults and fixes.
What’s the best method of training?
Face to face
Some people prefer on-site practical training, where they can drive processes from start to finish, with guidance from experienced trainers.
Online
Others prefer online training webinars they can book themselves with access to recordings to refresh knowledge or train others as required. Many portals are intuitive with help guides, training videos and support documentation online.
Response Times
Whichever method you prefer, it is important to have access to support when you need it. Whether it be finding solutions online, logging a call or a raising a ticket, it is critical that suppliers work to their guaranteed response times as end-customers are waiting for a solution.
Lifetime Training
Jola partners get lifetime training. Our objective is to work with partners to help them create successful new revenue streams from connectivity, hosted telephony and mobile solutions. As part of our on-boarding process you get access to our portal where you can download materials, create quotes and place orders. We conduct monthly webinars offering partners both product and platform training as well as support webinars for provisioning and support teams. In addition, we hold quarterly on-site training sessions for partners wanting more detailed face to face training. We are building up our marketing and support portals to help partners create useful documentation for their own customer-base and are measured on response times.
To find out more about Jola partner training….
