01732 759725 08 INTERVIEW major ways: their customers often need external support to manage these gaps; and MSPs themselves may struggle to meet this demand due to their own resource constraints. Additionally, the competition for skilled talent has become fierce, with many companies vying for the same limited pool of professionals. This trend highlights the need for MSPs to stand out by investing in training, strategic partnerships and comprehensive service offerings. TR: Could vendors and distributors do more to help overcome these challenges? And if so, what? AB: The integration of distributors and vendors into Wavenet systems is a crucial step in optimising operational efficiency and streamlining workflows. Currently, the process of integrating vendor data is highly manual, with teams having to manually handle and track tickets from start to finish. This process not only introduces the potential for human error but also consumes significant time and resources, making it difficult to scale effectively. By enabling end-to-end system integration through open access APIs, the process becomes more streamlined, accurate and scalable, enhancing the overall experience for vendors, distributors and the internal teams managing the system. This also sets the foundation for further automation and datadriven decision-making, driving greater operational efficiency and improved customer service. TR: Are customers becoming more demanding, and if so, in what ways? AB: Customers are facing increasing pressure on costs, largely due to budget constraints, which contrasts with the growing role of technology in business operations. A key question is how mature these customers are in their adoption of technology, and at what stage they are in their digital transformation journey. For businesses looking to thrive in an increasingly competitive market, investing more in technology can significantly enhance operational efficiency. This, in turn, helps drive better profitability by streamlining processes, reducing waste and increasing productivity. The ultimate value lies in the long-term output: improved business performance, cost savings and the ability to scale effectively. Embracing technology not only supports current growth but also positions small businesses for sustainable success in the future. TR: How have you changed/are you changing business operations to exploit new opportunities? AB: We have revolutionised business operations by significantly improving system efficiency and providing comprehensive visibility into various aspects, including support tickets, operational challenges and customer interactions. This transformation is driven by the integration of a seamless, centralised platform that harnesses the power of automation and artificial intelligence. These advanced technologies work in tandem to enhance the speed and quality of the customer experience, ensuring a smoother and more responsive service process. By optimising each step of the customer journey, we have not only streamlined service delivery but maximised the value and success of the opportunities they secure and fulfil, creating a more robust and effective business framework. TR: What do you see as the biggest challenges facing channel businesses today? AB: One of the most pressing challenges facing channel businesses today is the growing shortage of cyber security skills within the market. As cyber threats become increasingly sophisticated, businesses are under immense pressure to bolster their defences. However, the UK labour market has struggled to keep pace with the demand for skilled cyber security professionals, creating significant hurdles. Many businesses report difficulties in finding talent with the necessary expertise to handle modern security challenges. This impacts MSPs in two TR: What recent wins are you most proud of? AB: We’re extremely proud of the combined business and the strength that this brings to the market and partner community. It helps to differentiate us from other companies and expands our offering to ensure we have the biggest impact within the market. Wavenet has just signed a multi-year partnership with Stannah, the provider of lift solutions. As part of the partnership, it has enlisted the help of Five9, a system that improves efficiency, helps convert sales and cuts down call handling times. The unique CX platform enables Stannah to connect with their customers on their channel of choice, utilising practical AI and automation to speed up interactions. Wavenet will offer support throughout their contact centres in the UK and Portugal, with scope to roll it out across the business if successful. TR: Where is business proving most difficult? AB: A significant challenge in today’s market is the overwhelming number of products available, which often leaves customers uncertain about what they truly need versus what they desire. This confusion is particularly pronounced in areas related to home-working, digital tools and cloud-based solutions. At Wavenet, we can offer bespoke solutions that remove this confusion. As an MSP, especially after combining our skillset with Daisy, we can work on a case-bycase basis to build a package that works for the desired outcome. We know that one size doesn’t fit all and that solutions need to be personalised to achieve the best results. ...continued Wavenet Head Office in Solihull
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