I have a situation I have never run into before and would like some advice from other interconnects out there. I have a Customer, whom I recently sold a phone system to (which is still covered under warranty), that wants a service contract. They are looking to budget their telephony service & equipment expenses for the coming fiscal year.
We normally sell Maintenance Contracts that cover parts & labor, along with a dozen or so other benefits (discounts & freebies). How do I go about pricing this without parts & labor?
Some background might be helpful here: Customer is actually 2 businesses sharing phone/voicemail system with about 16-lines x 25-sets total. Typical office, no special needs really, but many calls with questions about using features, setting up mailboxes, changing greetings. I personally trained their IT Manager, Office Manager & Logisitcs Manager (my lead contact) on administering system.
The problem is that even though they take notes, have all the manuals & user guides - they don't do this everyday. I have given them many freebies, in the way of telephone tech support & no-charge service calls. But they want to control costs & set a realistic budget.
I see this as an opportunity - they like their system & my service. My rates are competitive, but I don't want them to go price shopping. (There's always someone willing to do it cheaper!?!) I can refer to the past 6 years of service, but it's not much indication of what their needs would be for the upcoming year. All ideas greatly appreciated for how to price this. Thanks!
We normally sell Maintenance Contracts that cover parts & labor, along with a dozen or so other benefits (discounts & freebies). How do I go about pricing this without parts & labor?
Some background might be helpful here: Customer is actually 2 businesses sharing phone/voicemail system with about 16-lines x 25-sets total. Typical office, no special needs really, but many calls with questions about using features, setting up mailboxes, changing greetings. I personally trained their IT Manager, Office Manager & Logisitcs Manager (my lead contact) on administering system.
The problem is that even though they take notes, have all the manuals & user guides - they don't do this everyday. I have given them many freebies, in the way of telephone tech support & no-charge service calls. But they want to control costs & set a realistic budget.
I see this as an opportunity - they like their system & my service. My rates are competitive, but I don't want them to go price shopping. (There's always someone willing to do it cheaper!?!) I can refer to the past 6 years of service, but it's not much indication of what their needs would be for the upcoming year. All ideas greatly appreciated for how to price this. Thanks!
