When you select your value-added reseller (VAR) or integrator, you should look for more than just a good deal on hardware. Top VARs offer a full suite of professional support services that can provide guidance or even outsourced support for everything from system design to mobile device repair.
The right mix of professional services can make or break a mobile technology or automatic data collect deployment. For companies with a limited IT budget or staff, professional support services provide a cost-effective way to maintain the new solution for the long haul without investing in additional staff and training. Unplanned downtime due to a solution or hardware failure can be several times more expensive than the cost of a service contract; your budget should accommodate an investment in professional services.
Each VAR is different, but in general you should look for a partner that offers a good mix of pre-sales and post-sales professional services.
Pre-Sales
- The VAR should help you define your project requirements, identifying the scope and establishing milestones, as well as defining key performance indicators to measure success.
- VARs can provide product recommendations and demos that can help you narrow your choices for both hardware and software. Look for a company that offers multiple product lines and is willing to demo several of them during the selection process.
- Find a partner that will assist you with running proof-of-concept tests prior to purchasing a solution. This assures you that the solution will accomplish your application goals and minimizes the risk of purchasing inappropriate technology.
- It's also important to find a VAR that has achieved high-level certifications with preferred hardware and software vendors. For example, the Zebra Authorized Service Provider (ZASP) program ensures that VARs have completed extensive product training, and are certified to provide installation, maintenance, on-site and depot repair, and technical support. Once you've selected your hardware, you'll need to know that your partner can provide ongoing support.
Post-Sales
- Staging and deployment of the new hardware can be a complex and time-consuming task. Find a VAR that can provision and verify that the new hardware and software are working, kit the hardware for your end users, and deliver it to all of your locations.
- Free technical support over the phone provides a first-line of support for your end users. Make sure the VAR offers 24/7 phone support with a qualified technical staff.
- Equipment will eventually get broken or fail, so a comprehensive service contract offering is also important. There should be a range of service contracts ranging from simple break-fix repair to on-site maintenance. Imprint Enterprises, for example, offers break-fix/depot repair service that allows customers to ship broken equipment or devices to the service provider. The company also offers on-site service, providing certified technicians for mission-critical support 24 hours a day.
- Installation and tune-up services are another key service offering. Technicians can ensure that the equipment is configured and installed correctly during the initial deployment. They can also provide ongoing assistance to make sure the wireless network provides sufficient coverage over time. If there are changes to the solution (additional devices, facilities, or physical environment changes), the VAR can tweak the infrastructure to help make sure the system continues to function reliably.
Your barcoding or mobile computing solution can be a key contributor to the bottom line. You should protect this vital resource by partnering with a VAR that offers a comprehensive suite of professional support services, offers support via certified technicians, and can provide pre-sales solution design and hardware selection services.
