Jola Cloud Solutions' Blog

The company that supplies the internet connection to an SME is often the first choice for cloud applications like online backup, 365 and cloud voice. Many SMEs will default to BT even though they may not offer the best and most cost-effective solution. Local IT and Telecoms providers can capture this business and secure future cloud opportunities, by following three simple rules.

Rule 1 – Use the waiters list

If your SME cannot currently get fibre broadband or justify an Ethernet circuit, contact your connectivity partner who can add them to the waiters list. As soon as fibre broadband becomes available, you will be alerted and can contact your customer with the details.

Rule 2 – Monitor movers and shakers

Around 1% of UK SMEs move office every month and half again will open an additional office. There are 5.5m SMEs in the UK so that’s 82,500 opportunities to sell a new connectivity circuit every month. Our most successful Partners have regular (3 to 6-monthly) scheduled reviews with customers where they get wind of early plans for expansion. Also consider regular emails re-enforcing the portfolio of products you can quote for.

Rule 3 – Monitor contract end-dates

The cost of bandwidth is halving every year and BT are very active in re-signing Ethernet and fibre broadband customers to new terms before they come out of contract. Although these new terms look favourable, they are often much more expensive than the new market price. Find out the expiry dates of your customers’ connectivity, make a note in the diary and bring it up at every review. BT are now set up to accept a phone call as a legally binding contract and many SMEs have been caught out by this. Advise your customers not to agree to anything until they have spoken to you.

Companies that possess detailed knowledge about their customers and use it to their profitable advantage are successful. Knowing specifically what buyers want, savvy leaders can build and deliver the precise solutions to meet their needs. They have the knowledge to offer the right products at the right price with the appropriate service wrap. They mirror problems and propose appropriate solutions to create positive buying experiences.

In marketing we look to better understand the needs of our customers to tailor offers to meet these requirements. When our partners look to marketing for help, they are often looking for new prospects to sell new services to. By first analysing their existing base, for what sales like to call ‘low hanging fruit’, partners gain a clearer picture of the required price point and service wrap needed to win the business. It is much easier to sell to an existing customer and once the first deal has gone through, confidence and commitment to the new revenue stream grows. With the right reference sites, partners start to build a pipeline of opportunities from their target profile.

By understanding the changing needs of an existing customer base and evolving to meet future requirements, companies not only protect future revenues, but also increase ARPU and have the knowledge they need to win new business.

As many of you are aware the staff at Jola have all worked together before at Griffin. Griffin was a channel ISP that won multiple awards and was regarded by many as the UK’s leading white label broadband supplier to the channel.

Griffin predicted early on that when internet connectivity became fast enough and reliable enough, that there would be a market for cloud-hosted applications. Griffin invented managed broadband and enabled hundreds of resellers to become virtual ISPs.

Prior to the launch of MOPS (Griffin’s Managed Online Provisioning System), telecoms providers selling internet connectivity did so on a commission basis. As the market converged, they saw suppliers more as competition and needed to take back control of the customer experience. To eliminate the risk and maximise the value of their businesses, they wanted to provide broadband under their own brand. The prospect of becoming an ISP in 5 days was appealing.

Griffin developed MOPS to meet this need and helped the telecommunications channel grow new revenue streams from ADSL, SDSL, ADSL2+, FTTC and leased lines.

Could the same thing be happening with mobile broadband?

4G is widely available in the UK with typical download speeds of around 20Mb/s and theoretical speeds of up to 150Mb/s. We have seen a surge in demand for data-only SIMs in devices other than smart phones. Business users are keen to use 4G to connect devices to the internet, especially in areas where broadband connectivity is slow. The issue for many is one of management. Unlike FTTC, which is largely unlimited (usually with a fair use policy), mobile broadband is sold with monthly usage allowances with financial penalties for overusage. Pricing is high and there has been no easy management portal until now.

At Jola our most successful telephony partners install JolaPhone as their in-house telephony. These partners use the system regularly and are comfortable demonstrating solutions on-site and creating compelling proposals. The team are all familiar with the key benefits of the solution and have no issue sharing their thoughts or even recommending the system to others, whatever their role.

They have a regular stream of opportunities they bid for, with an excellent close rate. Customers get a great deal of comfort from knowing the supplier they trust also uses the system in-house and is well-versed on how to order, install and support it moving forwards.

Common drivers for change are a new location, an internet connectivity upgrade, a need for additional users, a need for new functionality or to save money.

By being a supplier who uses the products they sell, they are already demonstrating the benefits of auto attendant, call handing, music on hold etc. to every client that calls in.

Suppliers will convince themselves that having a member of staff touch every quote and transaction is better for customer service but that may not be how resellers, dealers and end customers see it. Manual processes introduce time and mistakes, plus the cost of them either depresses your margin or makes you uncompetitive.

Also, job satisfaction is low for staff doing repetitive tasks that could be automated. Human intervention is required to manage the exceptions, not standard processes.

The minimum requirement of a portal is to generate quotes and place orders automatically 24/7. The next stage for Jola is always to then get APIs (Application Programming Interfaces) from the networks so that information can be retrieved and orders placed by us automatically. 

From there the self-service portal needs to be developed in two ways; 

1. Software to help Partners differentiate their own proposition.

An example of this is the new breed of dealer portal. An IT or voice supplier can be sat with a customer and as they talk, build an online quote on their laptop or mobile that automatically checks the availability of internet connectivity, sets up new numbers and arranges porting. The system picks up key words and emails a customised, dealer-branded, proposal to the customer. The customer can then review, amend, click to accept the Ts and Cs and the order is placed. Often the first supplier to meet and quote a prospect wins the business and vertically integrated portals facilitate this.

Jola has grown over 24 months to be one of the largest suppliers of mobile SIMs through channel, in the UK. This is primarily due to the growth in demand for mobile data and our unique ability to provide the means for resellers to manage their mobile broadband estates.

Reliability

A mobile signal is usually only unreliable when it is moving. A 3G/4G broadband signal when stationary often delivers a faster and more stable service. In fact, most resellers and their customers would probably prefer to use mobile broadband for everything if it weren’t for two things; cost and risk.

Management

Once a SIM is installed in a device (handset, laptop or vending machine) the user is often blind to usage until they get a warning or a bill. They usually don’t want a device to stop working once the SIM has reached its allowance, equally they don’t want the shock of enormous out of bundle charges. Jola is successful because we offer great rates and a management portal that allows resellers and their end users to activate, SIM-swop, monitor usage, cease or bar SIMs. We also have a unique overage protection facility to protect customers from bill shock.

Demand

Research shows that when companies are thinking about upgrading their internal communications, 48% seek advice from their local suppliers and 55% research the internet. Some suppliers are happy to give advice but then either leave it at that or simply refer a company they know. By also supplying the telephony, they have an additional monthly revenue stream and a new service to support.

Simplicity

Around 10% of SMEs are using VoIP (Voice over IP) but it is the fastest growing communications product in the UK. There is no equipment on-site except the handsets, which are often included in the rental. 

Recurring revenue

Hosted telephony seats are pay per month and offer a lucrative recurring revenue stream especially when bundled with additional IT services.

According to McKinsey, revenues from mobile data are set to increase dramatically in the next 7 years to over £11bn.

Factors driving growth are the availability, speed and reliability of 4G (39.5 million subscribers in 2015), the trend of embedding data SIM cards into devices and the availability of cost-effective SIM-only packages on 30-day contracts.

UK SMEs are turning to their trusted IT and telecommunications suppliers for help sourcing mobile data SIMs. Their suppliers need good management portals to control their burgeoning estates.

Jola offers a range of 4G UK, EU and Global tariffs on 30-day contracts starting from around £7 per month. The company has recently launched Mobile Manager, an online management portal for ordering and managing estates of mobile data SIMs. The portal communicates with the Vodafone 4G network, enabling Jola partners to create customers, manage activations and instantly control SIM swaps, bars, ceases, tariff changes and bolt-ons.

Jola is one of the channel’s largest mobile data providers managing thousands of SIMs all over the world. The company is experienced in developing and managing portals for the channel and has just launched Mobile Manager.

Mobile Manager is an online management portal for ordering and managing estates of mobile data SIMs. The portal communicates with the Vodafone 4G network, enabling Jola partners to create customers, manage activations and instantly control SIM swaps, bars, ceases, tariff changes and bolt-ons.

Mobile Manager gives partners complete control over their mobile data assets. In most cases end users don’t want their mobile data SIMs to switch off when they reach capacity, but they also don’t want to pay much higher out-of-bundle charges. With Mobile Manager, Jola partners can set up alerts to monitor usage limits per customer. They can then automatically pause the SIM or use the overage protection facility. Mobile Manager is a white label portal with parent-child functionality, so partners can extend functionality to their own customers as if the software was their own.

The right business partner can help you to grow your business, as well as fill gaps in your product portfolio. They will work with you to understand the needs of your customers and support your strategic focus moving forwards. In our experience the top three ways suppliers can help you win more business are as follows;

1 – Help you find and qualify prospects

If you don’t have a full-time sales and marketing team you may not be focussed on finding and uncovering opportunities either within your base or from new contacts. Trusted suppliers can help you here. They have the experience and skill sets to work with you and identify existing customers with problems you can help to solve as well as highlighting verticals you may already have a good case study for, which you could use to win new clients. 

2 – Provide you with materials to highlight solutions

Once customer issues have been identified, good suppliers can work with you to create presentations and proposals to explain solutions. Many have white label marketing content you can use, explaining key features and benefits.

3- Provide quoting and ordering tools

Dealers can build co-branded proposals to include internet connectivity, hosted telephony and mobile SIMs, which can be sent directly to customers. Customers can then amend proposals and when they are happy accept orders which automatically trigger the provisioning and ordering process. Both dealers and their customers are kept in the loop at every stage. Resellers, who manage their own billing, also have quoting and ordering tools and white label marketing content for proposals.