D-Link to rollout customized service packs for partners

With service becoming the biggest business aggregator for solution providers
and network integrators, D-Link India has decided to come out with customizable
support packs that partners can offer to their customers. Under this model, a
client can define the level and extent of service he wants for a certain product
mix purchased, and the dealer can work out the cost for this personalized
offering and offer it to the customer.

For instance, if a client decides a 24x7 support for his intelligent router,
but is willing to settle for next day replacement of the access points, the
dealer can configure the cost for providing this service keeping in mind the
expected availability of the product within the support timeframe and then
charge the customer accordingly.

“Since network integrators do the entire installation, service can be a
recurring business stream for them. This is why we want our partners to decide
the kind and quality of service they will offer and then engage with the
customer on a long term basis for support of a device they might have sold,”
explained Jangoo Dalal, MD, D-Link India.

The first level of service offered by D-Link is repair at its service centers
for its entry and mid-level products. The company has 16 service centers where
over-the-counter replace­ment is offered. For its high-end products, the D-Link
Technical Assistance Center (DTAC), which is a diagnostic service system, offers
the second level of service.

“We want our partners to decide the kind and quality of service they will offer and then engage with the customer on a long term basis for support of a device they might have sold” Jangoo Dalal, MD, D-Link India

Recently, D-Link India implemented an Oracle-based ERP system to strengthen
its inventory management. It will also be extending this to its distributor base
in phases. “With this ERP our inventory is in place and this is a boon to
partners in the upcountry because it will ensure quicker turnaround time for
delivery of products,” Dalal added.

D-Link had also launched the 'Empower Partner Program,' where registered
dealers get pre and post-sales as well as technical training every quarter.
Also, when a product is announced their teams get hands on training.

Within the empower program, D-Link has added several modules like the
E-Studio. This is the concept of a virtual proof of concept (POC) center. Not
all our partners can afford to invest in a POC but their customers might insist
on seeing how the solution works.

“We have created the various solutions online the E-Studio and partners can
access it from any computing device and showcase it to the customers in any part
of the country,” Dalal informed.

D-Link has also created the ISmart link on its channel portal, where partners
can track the orders they have placed, instead of calling up the distributors to
ask if the stocks have reached. This way the partner does not have to waste a
lot of time on a single transaction as he can always check on it online.