Steps From Lead to Live
The steps from the first communication to closing the deal are structured so that the process runs smooth. See below each phase of the deal from initiating the lead to going live.
PHASE ONE
Discovery
Below is the process the client will go through in order to establish a quote. The agent and Channel rep will be there with you for any questions and to offer product knowledge and capabilities.
The initial interaction with a potential customer can significantly impact the success of a sale.
iBridge offers a First Conversation form to follow when making the connection from lead to deal. This is a good form to have during your initial calls to obtain information that helps prepare iBridge going into the Initial Partner/Client “LIVE” Meeting.
Each call form will be sent directly so that you and your Channel rep can meet and prepare for this meeting.
To utilize this form, go to First Conversation.
In order to proceed with a product quote for a lead that has been approved, it is highly recommended to arrange a discovery meeting with the potential customer and channel partner. This meeting will enable you to obtain a more comprehensive understanding of their needs and requirements, which will help you to provide a tailored solution that meets their specific needs.
By having a better understanding of their business, you will also be able to build a stronger relationship with them, which can lead to more opportunities in the future.
We will then finalize any requirements about the customer’s business, their operational needs, pain points, IT infrastructure, goals, and any additional information needed to develop an acurate quote for the product or service your client is requesting.
iBridge provides exceptional customer service by thoroughly evaluating IT infrastructure and meticulously documenting hardware, software, and network configurations.
The assessment of the customer’s existing IT helps determine future setup, documenting hardware, software, and network configurations.
It is imperative that a comprehensive analysis of the security is conducted and compliance prerequisites required for our esteemed client are met.
It is of utmost importance that all mandatory measures are put in place to ensure the absolute safety and protection of their valuable assets and information.
In order to effectively propose solutions, it is imperative to take into consideration the limitations presented by budget constraints and expectations. This will ensure that financial resources are properly allocated and utilized in a manner that aligns with the desired outcomes.
Failure to address these factors could result in wasted resources and ineffective solutions. Therefore, it is crucial to approach problem-solving with a thorough understanding of the financial parameters involved.
PHASE TWO
Approval
Below is the process the client will go through in order to establish a quote. The agent and Channel rep will be there with you for any questions and to offer product knowledge and capabilities.
Together with your Channel rep, we will determine which cloud services match the customer’s needs based on the discovery session and draft a proposal that includes all costs, service/product descriptions and implementation timeline.
Service Identification: Determine which cloud services match the customer’s needs based on the discovery session.
Pricing Assessment: Compute costs for the proposed services considering any discounts or special pricing arrangements.
Drafting of Proposal: Draft a detailed quote/bid that includes all costs, service descriptions, and implementation timeline.
We will then finalize any requirements about the customer’s business, their operational needs, pain points, IT infrastructure, goals, and any additional information needed to develop an acurate quote for the product or service your client is requesting.
Presentation of Proposal: Present the proposal to the customer in a detailed walkthrough meeting.
Clarification and Discussion: Address any questions or concerns from the customer. Provide additional clarification as needed.
Negotiations: If necessary, negotiate the proposal terms and pricing based on feedback from the customer.
After the proposal is accepted by the customer, it is formally approved through the signing of an agreement or purchase order. The necessary documents are then prepared accordingly.
Final Agreement: Once the customer agrees to the proposal, they formally approve it. This can take the form of a signed agreement or purchase order.
Documentation: Properly document all agreements, negotiations, and understandings for future reference.
To ensure uninterrupted processing, the order is submitted to the proper service provider.
Order Submission: Submit the detailed order to the cloud service provider, including specific services and configurations.
Order Confirmation: Confirm that the order has been received and is being processed by the cloud service provider.
Before beginning service provisioning, we ensure that the order matches the approved bid/quote and order placement in all aspects. Any inconsistencies should be addressed and resolved promptly.
Detail Checking: Confirm that all aspects of the order match the approved bid/quote and order placement.
Discrepancy Resolution: Resolve any discrepancies before service provisioning begins.
PHASE THREE
Welcome
Establishing and maintaining a dedicated customer support contact or team is crucial for delivering exceptional customer service. Simply having a dedicated support contact or team is not sufficient; responsiveness, professionalism, and empathy must also be paramount priorities within the team dynamic.
When bringing new customers onboard, it’s important to complete the mandatory process of creating accounts, provisioning services, and integrating everything seamlessly. This should be done accurately and promptly to ensure a smooth experience for the customer.
Account Creation: Set up the customer’s cloud account, including user roles and permissions.
Service Provisioning: Allocate and configure resources, install necessary software and tools.
Integration: If necessary, integrate the cloud services with the customer’s existing IT environment.
We offer a comprehensive training package for the client with ongoing education for their success.
Welcome Package: Send a detailed welcome package with login details, support contacts, user manuals, etc.
Initial Training: Conduct a training session for the customer’s team on how to use and manage their new cloud services.
Ongoing Education: Provide access to additional training resources like webinars, documentation, online courses.
We have an efficient billing activation process that includes a detailed invoice and explanation for our clients, followed by swift payment processing.
Invoice Generation: Generate the first invoice according to the agreed payment schedule and terms.
Billing Explanation: Clearly explain the billing details to the customer.
Payment Processing: Process payments whether directly from the customer or via the channel partner.
Our services are all-encompassing, and we offer continuous assistance and maintenance. This includes technical support, customer service, and frequent follow-ups to ensure that your requirements are consistently met.
Customer Support: Provide a dedicated support contact or team for the customer to reach out to with questions or issues.
Technical Support: Offer 24/7 technical support for urgent issues, with standard support hours for non-critical problems.
Regular Check-ins: Schedule regular check-ins with the customer to discuss their service experience, address concerns, and identify potential needs.
PHASE FOUR
Support
To ensure customer satisfaction, it is crucial to generate and review performance reports. Soliciting feedback and making necessary adjustments based on the feedback and reviews received helps maintain high service quality and customer satisfaction.
Generate and review performance reports to ensure the services are meeting the customer’s needs.
Regularly solicit and review feedback from the customer.
Based on feedback and reviews, make necessary service adjustments, which could include scaling resources, adding new services, or changing configurations.
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