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Highlight has enhanced its go-to-market approach to making its services more accessible to the MSP and SMB market with the launch of a new partner portal to further improve access to marketing, sales and training packages. Highlight is already working with Tier 1 and 2 Service Providers across the global marketplace, as well as UK based MSPs. The company’s expansion plans are focused on adding a further 30 partners by the end of this year. Major growth is expected from the UK but the company is also working to attract partners from Germany, Benelux, the Nordics and Middle East.
Edmund Cartwright, Sales and Marketing Director at Highlight says,
We want to shake up the wider managed services market. Most network and managed service providers have acknowledged that the competitive landscape has driven their portfolio into a commodity marketplace that is shackled to price erosion to retain and win business. The battle must shift to enhance and automate the customer experience and service tangibly.
Having the tools that underpin continuous service performance monitoring, alerting and reporting for both the service provider and the corporate customer will be the competitive game changer. Providers will only succeed if their customers have visibility of the performance of their services and enable them to have the right discussions with their service provider account and service manager throughout the year. Being in agreement will drive customers’ perception of the value being delivered to their business.
Current tools are designed for engineering and operations; they are not suitable for non-technical customers. And traditional SLA reports rarely match the customers’ own experiences and result in a blame-game when things go wrong ultimately leading to low customer satisfaction and thereby low contract renewal rates.
With Highlight, service providers and their customers can review the same information through a single pane of glass to see the performance of networks and critical applications together. This means services providers can “go beyond the SLA” to deliver a win-win on engagement, reducing friction and facilitating the right discussions. NSPs and MSPs can then take on the role of a trusted adviser, helping with strategic planning on future capacity needs whilst ensuring day to day performance is in line with customer expectations.
Highlight is unique in its design for non-technical managers. The graphical reports enable managers to see clearly if their MSP is delivering what they said they would. This improved customer experience is purely driven by the easy to use performance reporting and alerting of network and business-critical applications.
Concluding Edmund says,
We are on the edge of something big. We believe those servicing the SMB sector can benefit considerably from Highlight’s ability to foster open and trusted relationships with customers. Our main barrier is political; engineering still has a big voice and assumes their tools are sufficient to enable their sales and service management team to deliver the right level of service. So, we are in a transition, taking our story to the less and non-technical decision makers within our service provider audience, spreading the message that Highlight can make them more effective in customer service, reducing customer support costs and driving contract renewal rates due to happier customers.
Since the year 2000, Highlight has enabled Service Providers and Enterprise Corporates to see clearly both network and applications performance in real-time. As well as delivering visibility and analytics, Highlight enables service providers and enterprise customers to both have visibility of the same accurate, easy to use graphical information. This critical data supports the right conversations concerning issue resolution, planning and capacity management. Highlight supports and enhances ICT expansion, new technology deployment and cloud transition initiatives, where both providers and corporates are confident in the partnership.
Highlight is software as a service, delivering powerful value to the business performance of service providers and enterprise corporates around the world. Highlight is fast and easy to deploy. Highlight’s simple pricing structures and zero CAPEX makes it a business enabler which is budget sensitive. Highlight guarantees providers and corporates better business results in network and applications service management, operations and customer experience.
The Highlight service is used in 90 countries, on 6,000 enterprise networks including 40% of the FTSE-100. Highlight, providing the best provider and corporate customer value and experience at a competitive price.
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