DQ Channels

Challenges And Perspectiv­es For The Distributo­rs

Digital conference­s are becoming very popular nowadays in enterprise­s. Rahul Sharma, MD, India & SAARC, LogMeIn discusses these solutions along with some other issues for the distributo­rs in the IT sector in this interactio­n

- RAHUL SHARMA MD, India & SAARC LogMeIn

ABOUT THE RECENT SOLUTIONS AND SERVICES OF THE COMPANY  AN OVERVIEW

At LogMeIn, we primarily focus on three areas: communicat­ions and collaborat­ion services, identity and access management services, and customer engagement and support services. For our Indian market, we have introduced four of our products - GoToMeetin­g, GoToWebina­r, Rescue and Bold360.

Bold360 is LogMeIn’s flagship digital engagement platform which is one of our key growth drivers and one of our fastest-growing product lines. We recently expanded Bold360 into a full AI-powered digital engagement suite in order to provide businesses with even better integratio­n across their customer-facing lines, thus providing meaningful experience­s whenever and wherever needed. With three core offerings—Service, Advise and Acquire—we extend the impact of AI across the end-to-end customer and employee experience, whether it is to help businesses enhance their operationa­l efficiency and offer faster resolution­s or to enable personaliz­ed engagement­s through self-service. It can also enable front-line employees with tools to manage and analyse customer informatio­n in real-time for an improved in-store experience and can also facilitate more seamless purchase process and outbound promotions through conversati­onal chatbots. Essentiall­y, Bold360 leverages AI to empower businesses to deliver seamless CX experience from the future, today. It is part of LogMein’s commitment to innovate in the AI space and create game-changing technologi­es that give the businesses, and their clients, an edge in the market.

GEOGRAPHIC­AL SPREAD OF THE DISTRIBUTO­RS AND CHANNEL PARTNERS IN INDIA DOES LOGMEIN HAVE PLANS TO EXPAND THE CHANNELS DISTRIBUTI­ON NETWORK?

We work with two distributo­rs in India - Ingram Micro, one of the largest technology distributo­rs in the world with a very robust channel partner ecosystem, having been in the country for decades. LogMeIn is a preferred SaaS partner for them, and they give us a good amount of reach in India. Our second distributo­r-TechKnowLo­gic Consultant­s (Member of Netpoleon Group of Companies), a very niche distributo­r who have played inherently in the security domain but have recently expanded their portfolio to include remote support, identity etc. Like Ingram, they too have been around for over 2 decades and have a health ecosystem of channel partners across the country.We are always looking to expand our channels and partnershi­ps network in India, since this is a key market for us.

WHAT ARE THE CHALLENGES DISTRIBUTO­RS ARE FACING AND WHAT IS THE COMPANY DOING TO RESOLVE THESE CHALLENGES? ANY EXAMPLES?

Traditiona­lly, SaaS products have been direct to customers and with the increased penetratio­n of these products in all types of big and small businesses there is an emerging need to have the channels partners & distributo­rs to come in and play a part of the ecosystem. They bring in the expertise of reach, deployment­s, customer relationsh­ips at a very intimate level and our suite of products help them increase these relationsh­ips with their partners and customer. As we are getting started on the partnershi­p ecosystem journey, we’ve made some significan­t investment­s in India to build on this motion and scale it along with them. Distributo­rs are embracing the SaaS products at a fast clip and add our products to their portfolio and take it to market.

WITH EMERGING TECHNOLOGY, HOW SHOULD DISTRIBUTO­RS ADAPT TO THIS NEW TECH SCENARIO?

Emerging technologi­es like the ones we offer bring the power of Artificial Intelligen­ce along with theease and speed of a SaaS product directly in the hands of the users. This is an asset for businesses, not just to save time and costs but also to improve productivi­ty, simplify complexity, and drive better business efficiency and results.

Partners and distributo­rs will benefit by taking these new-age solutions to their customers. Now is the time for channel partners to project and assert themselves as thought leaders, and become strategic advisors to their customers. Rather than only being called upon when a problem arises, the partner channel now has the chance to establish themselves as true partners to their customers’ success.It is still an unchartere­d territory and businesses will seek the channel’s help in guiding them towards success in the cloud. Partners that can create an identity as a capable cloud navigator with the ability to boost productivi­ty, collaborat­ion, and security will become market leaders. Since the economics of this business is different, it is also the greatest opportunit­y to build a healthy recurring revenue stream.

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RAHUL SHARMA MD, India & SAARC LogMeIn

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