Call accounting packages are perpetually evolving and clients continuously ask for a better platform from their resellers. In order to facilitate these growing expectations, the reseller needs to work extra hard to provide the best possible service available in the market.
Often, resellers deem call accounting systems as their sideline business while PBX is their primary business. This shows that a majority of dealers have no plans to be experts in this domain and therefore need to rely on another supplier for level 2 and level 3 (the secondary and tertiary level) support. Managing a call logging system is a tough task and there are numerous factors that need to be considered so as to run this job effectively and efficiently. However, some of these aspects are not in the dealer’s hands.
For example: There may be an instance in which the PBX software does not generate the needed call records. This can be due to several reasons such as when the PBX software or hardware is upgraded; additional applications are installed on the call accounting computer (even when the vendor assures you that it will have no affect the functionality of the system); the customer mishandles the software or hardware of the system; there is a power failure; or when the customer’s telephone bill does not match with the call accounting system records.
When a customer registers a complaint regarding the incorrect data due to either of the stated issues, and if the root cause is data loss, generally there is no way in which the lost data could be completely recovered. In fact, even a minute amount of data loss leads to incorrect figures for the whole month.
An end user who has an independent call logging platform is bound to experience the stated issues in the long run. For a reseller to safeguard himself from these factors, the only solution would be to sign a service agreement with the customer with a large number of exclusions.
An alternative answer to these issues would be to get help from an external service that notifies you when there is any complication in the call logging tool, Software as a Service (SaaS) comes to the rescue and is now reasonably affordable. SaaS programs provide a huge advantage to your business by providing additional levels of data monitoring, management, data analysis and expert assistance. For this reason, SaaS ensures an elevated level of value and consistency for your call accounting assistance, guaranteeing you, the reseller, a greater return on your investment and content customers.