4 Simple Ideas Call Accounting Resellers Can Implement to Increase Profits

For a high percentage of PBX resellers, call accounting tools have never been a source of income. However, PBX companies sell a call accounting program with most PBXs they offer, it is normal practice, the customer would be surprised if it were otherwise. Here I study the basis of this lack of income and find practical solutions.

The normal script is:

Your PBX sales executive has obtained an order, a small PBX, and a call accounting system. In most cases, we find that the sales representative has thoroughly presented the features of the PBX along with the user responsibilities and has managed the expectations to a realistic level. Unfortunately the call accounting service was not presented in detail and user expectations were not understood.

Fast forward to the facility where we come across the traps that have been created by this and other oversights. The PBX is now ready to be delivered to the buyer’s site; What satanic forces await the unsuspecting installation engineer?

Upon arriving at the end-user facility to deploy, we find that the user has provided a decrepit desktop computer built from spare parts by the office junior and placed in a work area within 100 meters of cable from the PBX. Of course, you are a service-focused company, you meet the buyer’s preferences, you crawl under the floor to install the serial cable … only to find that the PBX has received a new version of software, your service technician has not been reported, a big surprise, it emits IP data, not serial.

To compound his difficulties, the buyer outsources his PC network to a company that has established rules about what can be connected to it. Discussions begin.

Amazingly, the installation engineer manages to finish the commissioning of the system, and who are we to train, a hungover browser illiterate individual. He goes out of his way to impart some knowledge, if only because the client will refuse to settle the invoice until the training is delivered, but it is infuriating when the trainee interrupts by answering many private phone calls during his training period.

Today, a call accounting platform for a small end user is not an expensive item, the dealer can make a 30% profit margin, after direct expenses plus service costs, the rest is perhaps enough to take your spouse to lunch.

To avoid these pitfalls, first make sure your buyer’s expectations are well established. Conduct a site inspection either before or after the sale, advise the buyer of site requirements, and show a demo of the call accounting solution.

Second, do your best not to use a buyer-provided desktop, avoid the challenges by using a new computer or data collection device.

Third, make sure you can help your buyer over the phone and your system remotely; If you can’t, you should be ready for an expensive installation.

Fourth, make sure your gross margin is more than 60% of the sale price; You need this level of markup to get a reasonable return on your expertise.

Call accounting must be very profitable, a reseller must take the time to choose a manufacturer carefully to reap great rewards.