There's no doubt that Software-Defined WAN (SD-WAN) is changing the way we think about connectivity, but at the same time, it's important that we as technology providers do not become overly fixated on the hype and retain our focus on delivering ideal customer outcomes. This means developing a keen understanding of SD-WAN's capabilities and how it fits into your customers' wider digital transformation strategies.
Throughout these unprecedented times, many Resellers and Systems Integrators have been forced to furlough team members or reduce headcount, creating leaner operations in order to weather the economic downturn. But as we now approach an economic return and ramp up our trading levels, these resourcing gaps can limit the services that resellers can take to market.
Over the years, many organisations have developed their partner networks by engaging with multiple suppliers for specific services, utilising flexible transactional relationships to access services on an as-needed basis. The immediate advantages here are clear: organisations can broaden their capabilities and enhance their infrastructure while minimising the resulting burden on internal teams, allowing them to focus their expertise on business growth activities.
To say the past year has been a challenging one would be an understatement. COVID-19 has forced organisations to adapt to remote working and reconsider the way we connect and collaborate with colleagues and deliver services to our customers and end users. With sales dropping 30% in Q2 of 2020[1], the picture certainly seemed bleak, but looking back on the past years' challenges and innovations, what lessons can be learned, and what new opportunities are waiting for us as we consider the eventual return to the office?
Let's consider the year as a whole and find out…
As a wholesale provider, your choice of technology partners is critical to the successful delivery of your services. However, with a digital landscape that's constantly changing, and providers expected to deliver consistent performance across all regions, robust cyber security that utilises the latest threat intelligence, and compliance with a range of increasingly demanding regulations, developing a strong partner ecosystem is more challenging than ever before. Nonetheless, the potential rewards are great.
Throughout the past year, organisations across all sectors have been forced to adapt to lockdown requirements, with omnichannel communications replacing many familiar methods of face-to-face contact. In light of this shift, the familiar service desk's role has broadened, acting as many customers' and end users' primary means of contact with their service providers.
