The new portal, which is already available, has been the subject of considerable investment by Virtual1. Managing Director Tom O’Hagan explains “Managing customer networks effectively is central to the success of our Partners, so we need to ensure that, as their supplier and network partner, we are providing them with the right management tools.”
The new functionality focuses on supporting Partners’ provisioning and support processes by providing realtime progress updates on all works projects. Updates are available both from the internal support teams and from on-site engineers so that Partners have access to the very latest information about each and every order, installation and support ticket. And because the portal is online, they have this information available at any time of the day or night.
O’Hagan continues “Our Partners tell us that a key concern during the provisioning process is being able to provide their customers with accurate progress reports. Customers are often keen for reassurance that progress is being made on the installation of their network – they want to know everything is going according to plan, that there are no problems. If a reseller does not have the latest information, they cannot provide that reassurance with certainty. The new enhanced portal means Partners always have access to the very latest information, and can share that information with their customers, so that all processes become completely transparent.”
To support this transparency, the portal also now links into 1View, Virtual1’s new network monitoring tool, which delivers realtime network information, giving Partners and their customers full visibility of their network status 24/7.
O’Hagan concludes “Our investment in this portal represents our continued commitment to our Channel Partners, and to giving them the tools they need to satisfy the needs of their customers.”