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Digital service kits to ease reseller support woes

Digital service kits to ease reseller support woes

Digital's Multivendor Customer Services (MCS) group yesterday officially launched a range of multi-platform service kits designed to make the channel's life easier when it comes to providing support for Digital PC, network and software products.

According to Susan Alexander, Digital's Multivendor Customer Services marketing manager for Asia-Pacific, customer reaction to the service kits, which come with an individual part number, was at fever pitch when MCS piloted the scheme last year.

Alexander revealed Digital MCS sold in excess of 100,000 service kits in little more than two months last year.

Digital plans to offer service kits to cater for several support-related issues. These include: PC, notebook and network warranty extension, single-user application support for software products such as Windows 95 or Lotus Notes, help desk queries, backup services for existing help desks, and Windows NT implementation services.

Alexander was quick to stress the multivendor slant of the service kits as coverage is given not only to 100-plus Digital products, but also offerings from Cisco, 3Com, Microsoft and Xylan.

Alexander said Compaq, who acquired Digital earlier this year, has adopted the service kits; however, Digital will continue to deliver them.

And if the service kit concept is as successful as Alexander claims, Digital resellers and the vendor will stand to reap substantial benefits.

"Distributors won't need to hold any inventory on their premises because the services kits will be supplied with the product," Alexander said.

"The revenue that a reseller makes from the sales of the service kits becomes pure margin which is in contrast to today's environment where resellers can only make margins from physical services that they have to provide.

"In fact, the service kits will open up more avenues for resellers to offer their own services initiatives to customers," she added.

The service kits will be sold to resellers at a price, however they will be entitled to claim reseller discounts in line with normal product purchasing arrangements.

Digital

Phone: (02) 9561 5252

www.digital.com.au


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