There’s a large, common misconception when it comes to selling EMM.
That if you want to offer mobile device management to your customers, your sales team needs to become experts in it.
They need to understand every feature. Know the difference between every platform. Be able to answer any technical question on the spot. Understand how profiles are built, how devices are enrolled and what happens when something goes wrong months after deployment.
But that’s a lot to ask.
And for many resellers and MSP’s, it can become a reason not to sell EMM at all.
Not because there isn’t demand for it. Not because customers don’t need it. But because the thought of taking on another complex solution can feel like taking on a whole new technical team.
At EGE, our approach is simple: your team doesn’t need to become experts at EMM. You just need the right EMM experts behind you.
Our specialist team supports the entire journey, beginning at the first conversation through to deployment and ending at ongoing technical support.
That means that you can confidently introduce EMM as part of your offering, without having to build all the expertise, processes and resources yourself.
It starts before the sale
Understanding what your customer actually needs
Sometimes a customer knows exactly what they want.
They might already have an EMM platform in mind, understand their requirements and simply need a partner to help them implement it.
But that isn’t always how the conversation starts.
More often, a customer knows they have a problem.
They want better control over their company devices. They need to manage a growing mobile estate. They want to improve security. They need to apply policies across devices or even make sure employees are not able to change settings.
For some businesses, this is also a requirement for winning new contracts. Cyber Essentials Plus, ISO accreditations and other security standards can be required to tender for certain contracts, including public sector opportunities.
But they aren’t necessarily sure which EMM solution is right for them, and that is where our support starts.
Rather than expecting your sales team to navigate the technical conversation alone, we can join a pre-sales call with you and your customer.
We can ask the questions that need asking, understand what the customer is actually trying to achieve and help identify the right solution for their environment.
It’s a small difference, but an important one.
Your salesperson can focus on understanding the customer and building the relationship, while our team provides the technical depth behind the conversation.
From interest to understanding
Turning a product demo into a customer conversation
Once a potential solution has been identified, the next question is usually:
“Can you show me how it actually works?”
A product demo shouldn’t simply be a tour through a piece of software.
The most useful demos are the ones that relate the technology back to the customer’s reality.
So rather than clicking through the features for the sake of it, we run detailed demonstrations around what the customer actually needs.
- What will their administrators be able to control?
- How will their users interact with their devices?
- What can be restricted?
- What can be automated?
- How does the platform fit into the way they already work?
- And, perhaps most importantly, what will it look like once its deployed?
Our team leads these conversations, answers the questions and helps your customer understand what they’re actually buying.
Your sales team doesn’t need to memorise the product manual, they just need to bring the right people into the conversation.
The point where things become real
Scoping the customer’s requirements
Getting a customer interested in EMM is one thing, getting it right for their business is another.
Once your customer has signed the contract, we move into the scoping stage. This is where we start going into details.
We host a scoping call with the customer and lead the conversation through a set of structured questions in order to understand exactly what they need from their EMM environment.
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What devices are they managing?
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Who will be using them?
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What restrictions need to be applied?
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What applications should be available?
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What needs to happen if a device is lost?
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Are there different requirements for different groups of users?
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Are there existing processes or systems that need to be considered?
These conversations matter because an EMM platform is only as useful as the way it has been configured. You can have all the right software and still end up with a poor experience if the underlying profiles haven’t been thought through properly. That’s why we don’t simply hand over a portal and tell the customer to figure it out.
We take the information from the scoping process and use it to build the environment around their requirements.
Building the profile
Configuring EMM around the customer
Once we’ve understood what the customer needs, our team gets to work. We fully configure the EMM portal and build the required profiles based on the information gathered during the scoping call. This is where experience really starts to make a difference.
There isn’t necessarily one perfect way to configure an EMM environment.
Different businesses have different requirements. Different users need different levels of access. Different devices may need different policies.
Our specialists have seen those variations before.
They work with EMM every day, across different customers and different environments, which means they’re not approaching every new deployment from nothing.
They’re able to draw on what they’ve seen work elsewhere while still building the solution around the individual customer. That combination of technical knowledge and practical experience is important, because the goal isn’t simply to make the software work.
It’s to make it work for that customer.
Deployment doesn’t have to become another headache
Preparing devices before they reach the customer
Then comes deployment. And again, there isn’t just one way of doing it.
If you’re using our fulfilment service, we can fully configure devices and enrol them onto the customers EMM environment before they leave our warehouse, meaning that devices can arrive ready to go.
For a business deploying hundreds or thousands od devices, that can remove a significant amount of work from the customers internal teams. Instead of receiving a box of devices and then having to work through the enrolment and configuration process themselves, the devices can be prepared before they reach them.
Supporting customer led deployment
Of course, not every deployment works that way.
If your customer is setting up devices themselves, we can support them through the process of getting new or existing devices enrolled onto their chosen EMM platform. The important thing is that your customer isn’t left wondering what happens next.
And your sales team isn’t suddenly expected to become the deployment team.
What happens six months later
Ongoing EMM support
This is the part that gets overlooked most often. Seling and deploying an EMM solution is only the beginning.
Businesses change.
Employees join and leave. Devices are replaced. Requirements evolve. Policies need updating. New features become available. And occasionally, something simply doesn’t work right.
That’s why our involvement doesn’t end when the deployment is complete. We provide ongoing technical support for both you and your customer, acting as the first, second and third line of support.
Rather than having your customer work out who to contact for every issue, there is one support route. That could be something simple, such as changing an EMM profile, or adding and removing devices from the contract. Or it could be troubleshooting an issue that’s preventing devices from behaving as expected.
Either way, your customer has somewhere to go, and so do you.
When the problem isn’t actually yours
Managing vendor issues and escalations
There’s another benefit to having an experienced EMM team behind you.
Sometimes the issue isn’t something you can fix yourself, but rather the EMM platform experiencing an outage, a problem on the vendors side, or something that has changed within the platform that needs investigating.
Instead of your team spending time trying to work out who to contact at the software vendor, we can take that conversation on your behalf.
We have established relationships and contacts with the EMM vendors we work with, allowing us to escalate issues and work towards a resolution without your team having to spend hours going back and forth in chats.
From your customers perspective, they’re still dealing with you. Behind the scenes, we’re doing the work.
That’s what a good partner should do.
Sometimes, we’ll call you first
Staying ahead of new EMM features
Supportive shouldn’t always be reactive.
EMM platforms are constantly evolving. Vendors often release new features, introduce new capabilities and make changes that could potentially improve the way a customer is using their environment.
When we see something that could be relevant to a customer’s profile or setup, we may proactively get on touch. Not because they need another sales pitch, but because we’ve seen something that could genuinely be useful.
That might be a new feature, a better way of configuring something, or even an opportunity to improve the existing setup.
It’s the kind of thing that’s easy to miss when EMM is just one of hundreds of technologies your team has to keep up with.
For our specialists, it’s what they work with every day.
This is what specialist support actually means
Experience that goes beyond product knowledge
It’s easy to say that you have an ‘EMM specialist team,’ but the more important question is what that actually means.
They are not sales people who occasionally talk about EMM, or general IT support who know how to enrol a device.
They spend their time managing and supporting customers on EMM every day, and that experience builds up quickly.
They’ve seen customers struggle with the same challenges before. They’ve worked through different deployment scenarios. They’ve dealt with configuration issues, device enrolment problems and changing requirements and vendor issues.
So, when a new customer comes to us with a problem, they’re not necessarily starting fresh. There’s a good chance that they’ve seen something similar before. And that matters.
Because sometimes the most valuable thing a specialist can offer isn’t a complicated technical answer. Its simply being able to say:
“We’ve seen this before.”
You bring the customer, we bring the EMM expertise
Supporting you from first conversation to ongoing management
This is what our EMM solution is designed around.
We don’t expect your sales team to become specialists, or for you to hire additional resources every time you want to introduce a new EMM solution.
Instead, we work alongside you, supporting everything from pre-sales and demos, to scoping, profile configuration, deployment and ongoing support.
You bring the customer, and let us bring the expertise.
So, you can sell EMM with confidence, knowing the technical support is there when you need it.
Selling EMM shouldn’t mean becoming an expert overnight. It should mean having the right experts alongside you.
