Systems integrator Complete Network Engineering (CNE) is preparing to evolve its services offerings to include partnering with resellers in the new year, Richard Palmer, the company's general manager, revealed last week.
`We've been looking at key parts of the business identifying areas that need to be restructured so we can move into new markets. We are preparing to offer new services and some may well be of interest to resellers wanting to use our resources rather than their own. But, as yet, nothing has been finalised,' he said.
Before going to the next step, CNE has to get its internal infrastructure right, Palmer said. Customer service is key to CNE's future expansion, according to Palmer, as it is the source of 80 per cent of the company's revenues.
Customer service tracking
Having previously tracked customer service manually, CNE tracked customer service and found that information such as contracts and serial numbers were too easily lost in the system.
The key motivation behind CNE installing a service management product was to stop information falling through the gaps and to provide customers with external access via the Web to log and track the status of their service calls, Palmer said.
Pre-empting the purchase of the service management system and fundamental to selecting a supplier, CNE has also changed its accounting package from a MYOB system to one from Great Plains. This was essential to handling administration better as staff numbers grew from 25 to 50 in three years.
CNE also chose Great Plains' product because it was MS SQL-based. According to Mark Rettig from Professional Advantage, the integration company that installed the service management product, when CNE made the decision, Great Plains was the best available.