SOURCE: ServiceKey

December 12, 2007 11:56 ET

Resellers Pull Away From the Pack With ServiceKey Branded Support Services

For Brand-Differentiating Services That Solidify Customer Relationships and Lead to Lucrative Contracts, Resellers Like Omni Solutions Turn to ServiceKey

NORCROSS, GA--(Marketwire - December 12, 2007) - As resellers look to expand business in the face of tighter margins, creating a strong brand identity is more critical than ever. With help from ServiceKey Technical Service Solutions, an IT service management company, resellers can offer valuable brand-building maintenance and support services. ServiceKey customizes an offering that may consist of various support levels, including a 24/7 help desk, on-site hardware maintenance, parts logistics and replacement, storage support and professional IT services.

"Branded services are a great marketing tool for resellers, allowing them to strengthen customer relationships by offering reliable support and opening doors to compete for larger business," said Angela Vines, co-founder and vice president of ServiceKey. "We are a truly channel-centric provider, so our reseller partners always maintain the alliance with the customer and the services are branded as their own."

Managed services are a key differentiator in creating brand identity, according to a recent article in VARBusiness. For example, the article indicated that support calls are an important factor in the way customers experience a reseller's brand, as are the confidence and professionalism a reseller projects. With ServiceKey, support calls are answered on behalf of reseller partners by certified technicians cross-trained on all major hardware platforms. This level of expertise helps customers maintain uptime while strengthening the position of the reseller's brand at a time when many OEMs are reducing their service organizations.

"Many OEMs claim they can support other vendors under a service level agreement, but may only have minimal experience, causing a backlash of finger-pointing if problems occur and prolonging customer downtime," Vines said. "As a ServiceKey reseller partner, our experienced technicians become your experienced technicians, improving customer loyalty and confidence."

Omni Solutions, a ServiceKey reseller partner that delivers solutions for enterprise users, has pulled away from the reseller pack with help from these brand-differentiating maintenance and support services. "In this day and age of rapid technology changes, our customers need high touch service from people that care. ServiceKey has excellent people that will take care of your customers," said Randy Marshall, president of Omni Solutions.

Resellers are also able to guarantee the continuity of service associated with their brand by using ServiceKey support. ServiceKey automatically prompts the reseller ninety days before the renewal date to contact the end user about renewal, providing an opportunity to determine if the end user has additional needs. In contrast, some third-party vendors and OEMs circumvent the reseller to pursue the renewal directly, thereby providing no recurrent revenue for the reseller.

For resellers who have not previously offered services, ServiceKey can literally create a brand overnight, positioning them to compete for larger, more geographically dispersed contracts with centralized 24/7 help desk support and field service offices located throughout the United States and Canada.

"We have the infrastructure to help a reseller become a true VAR using our turnkey solutions," said Vines. "The reseller just has to begin selling a bundle of services that we have customized for their brand. It's that simple."

About ServiceKey

ServiceKey LLC provides technology support and services to resellers, independent software vendors (ISVs), original equipment manufacturers (OEMs) and leasing companies who provide mid-range servers, networking and storage equipment to organizations in North America. With over 25 years experience in channel management and strategies, ServiceKey designs service offerings to provide optimal service and support to companies and organizations with mission-critical and business-critical IT infrastructures, while increasing channel partner revenue and profitability. More information is located at www.servicekeytss.com.

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