Marketplace Network News

Value of High Personal Touch in the Digital Era of Technology

Posted by Mary Stanhope on Tue, May 02, 2017

Close up of businessman holding in hands successful business team.jpegInnovation requires dedication.  At Global Capacity, we not only innovate, but also disrupt how companies buy and manage network connectivity.  Our revolutionary One Marketplace platform, leverages a unique combination of aggregation, automation and information to streamline and simplify the process of designing, pricing, procuring and delivering data connectivity solutions.  This combination brings a much-needed transparency to the marketplace. Our technology simplifies and standardizes the ordering of connectivity services across carriers, delivers services with predictable results and consistent customer experience and promotes the efficiency and growth of global wide area networks.   

Technology is not the complete solution for the channel, also critical to Global Capacity’s success is the expertise of its team. Global Capacity’s high-level of engagement is a market-changing factor that eases the burden on its Channel Partners, allowing both groups to work together in the best interest of the customer.  Global Capacity provides full access to expert assistance throughout all the stages of the buyer’s journey.  Global Capacity’s dedicated Channel Concierge team works hand-in-hand with Master Agents, customers and agents, providing access to an array of industry experts, from network engineers, to service management, to sales operation support.  These key individuals deliver fast, friendly and knowledgeable service to each one of our valued agents.

“It’s quite ironic, really – the biggest problem within the communications industry
is that no one seems to communicate,” comments Channel Partner, Paul Wroten, President and CEO at NSi.
“The fact that Global Capacity remains so responsive and actively involved in the success of their solutions
is a major value-add for our customers.”

It Starts With the Channel Managers

Global Capacity understands that this is your business.  It is critical that our team understands the business focus and growth initiatives of your business.  Here’s how we do it: Each Channel Agent is assigned a dedicated Regional Channel Manager to identify the underlying needs of their business growth and their customers in order to better coordinate with Global Capacity and design a solution to meet their goals.  By taking the time to understand the totality of the agent and the end-users’ business, Global Capacity Channel Managers enable the channel agents to develop their focus and value to that of the customer’s needs, enabling them to win more opportunities.

“For me, it’s all about aligning our goals alongside partners to achieve business growth
and mutual success. Ours is a team of highly dedicated, critical thinkers
that are passionate about discovering the most advantageous solutions for our partners and their customers.
That’s what makes Global Capacity unique.”  – Chris Le, Channel Director, Southwest Region

Team members, like the Inside Channel Manager that support every Regional Channel Manager, create a one-stop-shop for agents regardless of customer location or connectivity need.  While they work very tactically at knocking down tasks they enhance the overall experience by providing dedicated and responsive support whenever and wherever it is needed.  This philosophy is the basis for Global Capacity’s Channel Partner Concierge team.  With Global Capacity’s flexible network access and solutions available to 85% of business locations in 90 countries, including 9.6 million U.S. commercial addresses, there is no better partner to deliver end-to-end connectivity services.

Meet the Channel Partner Concierge Desk TeamTeam Silhouettes.png

The Channel Partner Concierge team is ready to help with anything from address validation, service qualifications, and quotes, to installation status and project updates.  As the Channel Agent’s advocate into Global Capacity, the Channel Partner Concierge team prioritizes and fast-tracks customer requests to the right organizations.

An Agent’s first introduction to the Channel Partner Concierge team is with their dedicated Inside Channel Manager.  The Inside Channel Manager serves as an extension of the agent team, providing agents with a point of contact for any question or concern.   

“The most important thing is to provide the best experience possible for our partners
and their customers. When we can work alongside one another to develop
a personalized solution to suit their individual needs,
it’s an incredibly rewarding experience.”  – Jonathan Benson, Inside Channel Manager

Another key person on the Channel Partner Concierge team is the Sales Operation Manager who adds the human perspective to the available system schedules and data for all customer projects.  Channel Agents turn to the team to provide on-demand, up-to-date information regarding their current status and overall progress across all projects.

It is reassuring to know that, Sales Operation Managers are keeping an eye on your projects too, proactively addressing and communicating when complications or obstacles happen, escalating and solving challenges as they arise to proactively defend against potential service delays.

“My role is all about providing a higher level of accountability for our partners.
By working together with the Global Capacity Channel Partner team,
I am able to ensure that our partners receive prompt attention
to keep their projects moving smoothly.”   - Tania Chick, Sales Operation Support

Partner for Life

Global Capacity believes in a better customer experience combining informational systems with human touch.  One Marketplace’s automated applications guide customers through the service delivery process from the time the order is entered until the field technician arrives on-site for the installation.  We deliver network connectivity with a single SLA, contract and point-of-contact, so customers never have to deal with the complexity of provisioning from multiple suppliers.  Then we take it one step further having our Channel Partner Concierge and Service Management teams add the human touch and communication that improves the customer buying experience.  The service delivery experience includes:

  • Dedicated Project Manager
  • Welcome calls, milestone calls and email updates
  • Planning calls with enterprise clients
  • Weekly order status calls
  • Collaborative scheduling and test/turn-up processes

Our Service Delivery team is committed to providing the best customer service and support experience.  Customers, including telecom operations and multi-billion dollar global enterprises, take advantage of our efficient Service Delivery to ensure faster, simpler and more reliable rollout experiences.

“What I love most about working with the Global Capacity Channel team
is that when we are met with new challenges, it provides us with the opportunity to build lasting trust
with our channel agents as their personal advocates.”  – Gina Kennedy, Vice President, Service Management

Global Capacity’s Service Management organization interfaces with technical and service teams across all project stages to ensure that the Global Capacity Channel Partner team is able to execute services and solutions in accordance with the customer’s ultimate vision.  Service Management is responsible for maintaining customer relationships throughout a customer’s lifecycle to drive quick resolutions to achieve project goals.  By focusing on the customer experience, Service Management delivers a win-win scenario for Global Capacity, its Channel Agents and their customers.

Simplicity and Experience is what Global Capacity does.  We do it for you and with you with a sense of urgency that is your own. 


Additional Reading:

For NSi, Customer Experience Sealed the Deal With Global Capacity

Global Capacity Selected to Join PlanetOne Communications’ Portfolio of Preferred Providers

Global Capacity Adds Telarus to Its Channel Partner Program

Global Capacity Appoints Industry Veteran to Grow Channel Program


Topics: Enterprise, Service Delivery, channel partners, customer experience