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Leading Provider of Voice ServicesHistory The client partnered with Frank Lynn & Associates to update and revise its channel program. At the time, the company was experiencing a loss in revenues and market share because of a significant number of service provider partners who had recently switched to competitive vendors. Assessment Our client was convinced that their channel retention problem could be solved by offering partners deeper discounts in order to beat the competitors' prices. Through extensive interviews with our client's ex-service provider partners, as well as with current partners, the Frank Lynn & Associates Market Research team determined that the key driver influencing channel selection was not price but rather service satisfaction. Solution Once the problem was identified, the Frank Lynn & Associates consulting team developed a program to improve the client's service levels. Additionally, we worked with the client to revise their partner channel program in order to drive loyalty, and assisted them in a successful effort to win back the service provider partners that had recently left. |
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