Managed Mobility Services (MMS), have come a long way. In the past, technology providers were viewed simply as “hired in help.” Brought in to get the job done, then forgotten until a new problem arose. However, in today’s advancing technology landscape, that’s no longer the case. With continuously evolving technical solutions, there are always new ways to advance legacy solutions and processes to improve efficiency and promote business growth. Which is why it’s crucial that service providers are positioned and viewed as partners, not just vendors.
In today’s ecosystem when it comes to Managed Mobility Services (MMS), there’s one overarching goal present – to use these services to accomplish organizational growth. For both the providers and the customers. The key to creating an effective MMS solution is to understand how to develop and grow a deeper relationship, outside of just the contractual agreement, with the client. Demonstrate to your customer exactly why you believe working hand-in-hand with your organization will help them accomplish their growth goals and then some. From there begin to build a roadmap to success for their mobile ecosystem growing your solutions alongside your client’s organization, simultaneously.
Why It Matters
In today’s industry, vendors get lost in the “vendor management process,” losing sight of any future growth or opportunities due to the fact that their sole focus is on adhering to their contract. Whereas, the better approach is to be focusing on the future and not just the now. Creating and maintaining relationships throughout the entire management chain solidifying the best roadmap for the lifespan of the relationship to help the customer improve their organization and deliver additional processes that provide high quality satisfaction to the end user. Pushing it a step further to take the initiative to transform the customer’s program into what it has the potential to become. Not only does a partnership have the best interest of the customer at hand, it also creates endless opportunities for you as a solutions provider.
How To become a partner
The key is to differentiating yourself as a partner and not just a vendor is to maintain open communication through and through – from project inception to completion. To achieve this, begin by facilitating collaborative sessions with a larger audience, rather than the traditional smaller segments. By doing so, this proves to the client that you are looking at their big picture pain points, what they need today, tomorrow, two weeks from today or even two years from now. By streamlining the communication process, it provides you the tools to create roadmaps and best practice recommendations based upon possible scenarios that may arise. There are three key ways to achieve this:
1. Don’t be afraid to be honest
It’s imperative you be up front and honest about what your capabilities are and what you are doing within your own organization to expand your capabilities. In the instance that an issue with those capabilities arises, admitting fault and presenting the client with reassurance is crucial. Be honest about what happened, discuss the measures being put in place to address the issue head-on and what can be done to ensure this doesn’t happen again.
2. Collaboration at all levels within the organization
Having a multi-layer project is key to attaining partnership vs. vendor status. It starts with ensuring that everyone from the customer’s top-level executives to mid-level managers have interest in the project activities and goals. Holding workshops with the customers to identify challenges and working alongside the various levels to find a suitable solution that benefits the customer and offers the best possible results.
3. Willingness to Change
This is important for both parties involved. From the partners perspective, you must be willing to understand what the customer wants, then be able to look beyond the logistics of the contract to identify solutions and efficiencies within your organization that can create improvements with little to no cost impact to the customer. As for the customer, it’s crucial to be willing to adapt and move forward with any changes that happen along the way. Keeping an open mind in regard to feedback from the customer and working towards a continuous improvement model between both parties, creates the true partnership model.
Taking these steps solidifies the notion that your MMS efforts are working to help the client improve their organization’s end goals, not just fulfilling the needs of a one-off contract. To learn more of what Gartner’s Magic Quadrant has to say about being a Managed Mobility Service partner, download your free report here.
DJ Oreb, EVP, Managed Mobility Services Division