Allworx is a Rochester, New York-based value-added service provider of IP-based voice and data solutions for businesses and residential clients. Distribution goes by its more than 1,000 authorized re-seller partners in the United States, Canada, the Caribbean, and Latin America. It has a current customer base in excess of 30,000 businesses across different industries and government institutions.
The Allworx Support System: How and Why It Works
Allworx implements a decentralized system for handling client support concerns. All authorized re-seller partners underwent training (provided by Allworx) to handle client concerns at its premises. This way, all clients need to do is call up the re-seller who sold the service. Issues that are beyond the re-seller’s capabilities go to Allworx directly for resolution. At no time does the client contact Allworx directly.
The Allworx support system works for all parties (i.e. Allworx, the re-seller, and the client) for the following reasons:
- The client gets to talk to someone they know and who knows their business. It’s so frustrating for a client to talk with someone who doesn’t know the answer to their questions, which the re-seller should already know since they’re the one who sold the service. Talking to the person who sold the service would somehow alleviate the stress of the concern because of the rapport already established.
- The authorized re-seller maintains its relationship with the client. For services, relationship management is important. By being the single point of contact to the client, with regard to any Allworx services, the re-seller is able to keep that strong bond with the client. In turn, it builds and strengthens customer loyalty.
- Allworx can expand its customer base without necessarily increasing its manpower cost. As Allworx coordinates only with the re-seller for its clients’ concerns, and since several issues can already be resolved at the re-seller’s level, Allworx can potentially expand the customers its serve without adding manpower. This translates to better operational efficiency and overall benefit not just for Allworx, but its partners and customers as well.
The service model that Allworx follows is both operationally efficient and customer friendly. A model that benefits all three parties (i.e., Allworx, the re-seller, and the client) is something worthwhile implementing.