Premium Partner Playbook
Haris Vagenas
Panagiotis Papanastasiou
The functionality that is available to Premium Customers / Partners is offered across both the Storefront and BSS layers of interworks.cloud platform.
- Storefront Layer: Portal where the end-customer uses to place orders, execute them to create subscriptions, setup and assign services, monitor financial information, manage subscription life-cycle (upgrade/downgrade/cancellation), submit and manage incidents. The partner can re-brand the Storefront making it a unique experience for end-customers, enrich the marketing content of interworks.cloud catalog items.
- BSS (Business Support System): Monitor and manage all related business entities (Accounts, Contacts, Orders Subscriptions, Invoices, Payments, etc.), ability to create new products, incident tracking, advanced billing facilities, 360˚ view of Accounts activities, powerful MIS reporting engine that allows for extensive report customization, internal support workflow
Core Setup & Configuration
Once the new Premium partner has been created, the administrator might wish to prepare some attributes of the environment for the training sessions.
Training Sessions
The Basic Partner will attend the following sessions:
"Enabling your Storefront" session covers the basic aspects of the behavior of the Storefront that is governed through settings that are configured in Cloud BSS. It includes also information regarding the rebranding options of Storefront and the notifications that are dispatched automatically to customers.
The Cloud Platform Administration course focuses on the maintenance of Cloud Platform and the definition of basic settings that are needed to have it properly running. It contains information about user access & visibility rights management, Storefront setup and rebranding options, along with knowledge on the setup of system options and literally every entity in the Platform.
For a full list of scope, deliverables and kb material check: Premium Partner Administration & Re-branding
Who Should attend?
The session can be attended from business (Operators, Sales, Marketing etc.) as well as admin users as it provides insights that range both domains. No IT experience is required. The session is a prerequisite for any further engagement with the Platform
Course Objectives
At the end of the course, attendees should be in the place to:
- understand the interworks.cloud environment and entities.
- define basic environmental settings (e.g. currencies, rates, countries, taxes etc.)
- import new users and manage functionality data visibility rights
- define new custom fields for BSS entities
- amend existing notifications and create new
- amend the layout of basic templates. I.e. invoices, orders, offers
"Enabling your Storefront" workshop covers the basic aspects of the behaviour of the Storefront that are governed through settings that are configured in Cloud BSS. It includes also information regarding the rebranding options of Storefront and the notifications that are dispatched automatically to customers
For a full list of scope, deliverables and kb material check: Premium Partner Administration & Re-branding
Who Should attend?
Platinum Partner’s admin officers, sales team Channels and members of marketing team. The workshops are designed for users that have no prior knowledge of the software.
Format
On-line sessions through meeting tools like GoToMeeting and video recordings that can be accessed at the users' own convenience.
Course Objectives
At the end of the course, attendees should be in the place to:
- Rebrand Storefront to match corporate identity
- Setup registration options for new customers
- Define the marketing content of the published products
- Rebrand the print-outs and the notifications that are dispatched to the customers
- Customize Storefront first page and define products categorization in Storefront
At this session the Office 365 automation is explained, along with details on ordering and subscription management both for Storefront and BSS.
For a full list of scope, deliverables and kb material check: Office 365 Automation
Who Should attend?
This course is aimed to users that are familiar with the application. Usually, attendees range from business owners to sales.
Course Objectives
At the end of the course, attendees should be in the place to:
- Understand ordering and subscription processes for Office 365 Services (Storefront / BSS)
- Error handling
This training course focuses on delivering specialised knowledge about the billing options that are available within the Platform and the configuration of the billing options to represent the rules set by the Organisation. It also undertakes to provide expertise as to the complete subscription lifecycle, from the creation of a subscription for services, to the issuance of invoices and the import of payments. Additionally, reports are also presented that display every available information to assist the users.
For a full list of scope, deliverables and kb material check: Premium Partner Ordering & Billing
Who Should attend?
This course is aimed to users that are familiar with the application. Usually, attendees range from business owners, sales, accounting officers to the product marketing people.
Course Objectives
At the end of the course, attendees should be in the place to:
- Understand billing settings on customers and services
- Create price lists, Discount lists and promotions
- Create orders, adding products and discounts
- Create subscriptions & amend subscription elements
- Monitor order & subscription life-cycle
- Monitor invoice generation
- Handle payments and reconciliations
This training course focuses on the Products and Services that are going to be delivered through the Platform. It introduces the Product entity and how it functions within the application. It covers the two major aspects of Product management, one being the configuration of Products, Services and Add-ons in terms of their order and product characteristics, which are defined by the product management team and the other being the marketing material complementing the products as defined by the marketing team. During the training sessions, interworks.cloud business engineers explain every aspect thoroughly using examples that are drawn from an actual product catalog item and proceed to configure a sample product end-to-end in the system to highlight the process.
For a full list of scope, deliverables and kb material check: Premium Partner Product Management
Who Should attend?
Mid-level course directed at Product Management / Product Marketing officers as well as IT personnel that will need to manage BSS-Control Panel integration. The course presupposes familiarity with the application. This critical session offers the necessary knowledge for creating new products and onboarding the product catalog to the Cloud Platform.
Course Objectives
At the end of the course, attendees should be in the place to:
- Create new product types with respective product characteristics
- Create new products, services & Add-ons
- attach respective marketing material to be displayed at the Storefront
- Create product groups to present different flavors or editions of a service
Optional Training Sessions
The Premium Partner can attend additional training sessions that are not part of the basic playbook, and which concern functionality that can be purchased as add-ons.
The interworks.cloud platform allows Reseller access to the Premium partner Storefront, where they can place orders to their end customers. This training session is focused on how a new reseller will be activated in the Premium partner environment.
High-level topics
- Reseller Activation
- Definition of which services a reseller can offer
- End customers management
Who Should attend?
Sales & Marketing officers, Business Analysts. The courses presuppose familiarity with the application.
Format
Online delivery though online meeting tools like GoToMeeting. Each session is being recorded and the final product is dispatched to the attendees for future reference.
Course Objectives
At the end of the course, attendees should be in the place to:
- Create price lists for the resellers
- Activate a new reseller for placing orders in Organization Storefront
- Monitor reseller activities
The Sales & Marketing Training Session is focused to the front office users of the Organization, giving insights as to the workings of the respective Sales & Marketing modules of the application. The trainees are walked through every option of the respective screens and are taught to reflect their operational workflows employing the systems advanced capabilities. From recording Leads and managing campaigns to identifying Opportunities and following through the entire Sales life-cycle, the training contains step-by-step instructions and examples that are drawn from the business environment of the Organization.
High-level topics
- Sales process
- Marketing Process
- Sales Life-cycle
- Customer Reporting
Who Should attend?
Sales & Marketing officers, Business Analysts, Cloud Platform administrators & users. The courses presuppose familiarity with the application.
Format
Online delivery though online meeting tools like GoToMeeting. Each session is being recorded and the final product is dispatched to the attendees for future reference.
Course Objectives
At the end of the course, attendees should be in the place to:
- Create Leads, Contacts, Accounts, Opportunities, Promotions, Campaigns
- Follow the Sales life-cycle from creating a new campaign and recording prospects to making offers and securing deals
- Take reports on customer engagement and success statistics
The Cases module of the interworks.cloud platform empower the partner to manage support tickets that are submitted by the organization customers via email or Storefront. The training session is focused on delivering specialized knowledge about the support options that are available within the Platform and the configuration of the ticketing resolution process.
High-level topics
- Cases Configuration
- Tickets submissions via email
- Tickets submission via Storefront
- Automatic replies configuration
- Configuration of ticket resolution internal process
Who Should attend?
The session can be attended from business as well as admin users as depending on the issue it may involve both domains. No IT experience is required.
Format
Online delivery though online meeting tools like GoToMeeting. Each session is being recorded and the final product is dispatched to the attendees for future reference.
Course Objectives
At the end of the course, attendees should be in the place to:
- Configure the Cases module to fit Organization requirements
- Create cases for any issue that demands to be officially recorded and be acted upon by various users
- Handle the case life-cycle and collaborate with various departments assigning and monitoring tasks