4 Reasons Why Customer Support is the New Cloud Battleground

Juggernaut Cloud platforms like AWS, Azure and Google are certainly gaining tremendous traction and flexing big muscle in the current Cloud marketplace, lending further evidence that adoption is accelerating and there is a lot of money to be made.

AWS released numbers in April, for instance, showing that despite having dropped prices 48 times since its inception, it successfully generated some $265 million in profits in the first three months of 2015. Similarly, Microsoft is also demonstrating strong growth in Cloud. Commercial Cloud revenue for Microsoft recently experienced its sixth consecutive quarter of three-figure growth, due to the success of Azure, Office 365, and Dynamics CRM. This growth is so significant that players like HP and Rackspace may already be waiving the white flag on public Cloud and hunkering down with their private/hybrid Cloud strategies.

Beating these guys on price—and joining a race to zero—doesn’t make sense.  

So is the war over for the rest of us, or has the field of battle simply shifted?

recent article published by CRN provides yet more evidence that while competing with these guys on price is foolish, differentiating on the customer support experience is the key to winning

And with that, here are 4 reasons why customer support could be your answer to winning your unfair share of Cloud business: 

1. The big public Cloud players are pure DIY (Do-It-Yourself) platforms by design. This is perfect for some things and for some people, but not for everything. Knowing where DIY is sufficient and where White Glove Support is required is key. 

2. There should be no expectation of excellent customer support from the big, public Cloud providers; and if there is, the customer is set up for major disappointment. AWS and Microsoft simply aren’t going to provide the support many customers demand. That’s not their model; and that’s ok.

3. Technology breaks. It always has and it always will. The question is: What will the customer do when that happens? Who will they call? What will a disruption cost them? Help your customer determine what their outage tolerance is by app, which brings me to Reason Number 4 … 

4. Not all apps are created equal. There are many apps that belong in public clouds where they can breathe. Test/dev apps that need to scale up and down quickly are a great example. And, if there are temporary interruptions in performance or availability, it’s not a catastrophe. However, mission critical apps (or as the customer in the aforementioned CRN article classifies “core business apps”) can’t afford to be down for minutes or hours or, God forbid, nine days. 

I’m seeing many Cloud Service Providers find big success by focusing on the critical customer support difference. It is a strategy that freely embraces the importance and utility of the big public Cloud platforms, while at the same time carving out rich recurring revenue solutions that are exceeding the expectations of demanding Cloud customers.   

United LayerEvolve IPServerCentral, and Windstream are all great examples of companies winning on this new battlefield. Many are even delivering solutions that are seamlessly integrated over private high-speed interconnections to the big public platforms – an ideal hybrid approach where the right workloads are in the right Cloud, with the right customer support wrapped around it. 

That’s a battle worth fighting and a battle you can win. 

Good selling.


Andrew Pryfogle, Senior VP, Cloud Transformation, Intelisys




Making the Most of your Mindshare Experience

It’s Mindshare season at Intelisys, which means months of amazing events around the country that are loaded with great content and superb networking opportunities … They can also be entirely overwhelming. With that in mind, we’ve put together a few helpful tips to make your Mindshare experience an impactful one: 

1. Seek out other top performing peers and pick their brains. One of the most valuable aspects of these Mindshare events is the chance to network with your peers and communicate with your competitors. You’ll typically find other top performers in this community are more than willing to share best practices, where they’re getting traction, what Suppliers are performing really well, and which ones to be cautious about – invaluable information that can help accelerate your business. 

2. Do some homework on the participating Suppliers and prioritize the ones you want to go deeper with. There may be anywhere from 15 to 35 Suppliers in attendance, and not all of them will be a perfect fit for you. But some could be complete game-changers for your business. Study up and budget your time carefully to make sure you’ve allowed enough time for the most important conversations. 

3. Set some goals for the day. Here are some examples:

  • I want to walk away with one new Supplier relationship that can accelerate my growth.
  • I want to connect with at least three other Sales Partners that will engage with me after the show to share best practices.
  • I want to pick up at least three new talking points or sales strategies that I can start using with my customers immediately. 

4. Take notes. Unless you have a photographic memory, be prepared to take notes. There will be a ton of information coming at you at breakneck speed. I type faster than I write. Evernote is my preferred tool for note taking, as it’s a great app on the iPad or iPhone and is cloud-based and can sync to anything.

5. Don’t be afraid to ask questions. The more you engage, the more you’ll get out of these events. 

Time and time again we’ve seen these Mindshares turn into pivotal events for our Sales Partners – that moment in time when they break through to the next level. That’s my hope for you, that you’ll achieve the next level in the growth of your business. 

My next stops are Boston and New York. Looking forward to seeing a few hundred of my closest friends.

–Andrew Pryfogle



How to have the conversation to uncover opportunities & close big deals in the Cloud

Andrew Pryfogle, Intelysis’ Senior VP, Cloud Transformation, was interviewed at Channel Partners Conference & Expo in Las Vegas, NV, in March 2015. Watch him answer how to have the conversations necessary to uncover opportunities and close big deals in the Cloud space. Follow the link to watch the video [...] Continue Reading…

Intelisys Launches $1 Million Prize: Drive for 5!

Promises $1M to first Sales Partner who achieves $5M in net monthly billings
Petaluma, CA (April 2, 2015) – Intelisys Communications, Inc., the nation’s leading Technology Services Distributor and the only one focused exclusively on supporting the Channel’s top producing partners, has officially launched Drive for 5!, an incentive competition designed [...] Continue Reading…

Intelisys Named Top MegaPath Channel Partner, Receives Pinnacle Award


Intelisys gratefully accepts top honors on behalf of its Sales Partners, among MegaPath’s Sixth Annual Channel Partner Awards Winners

Petaluma, CA (March 27, 2015) – Intelisys Communications Inc., the nation’s leading Technology Services Distributor, was honored to receive the Pinnacle Award for Top Channel Partner from MegaPath for its success [...] Continue Reading…

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LinkSource Technologies Sets Record with Fastest Climb to Platinum Status

Surpasses $1M in monthly recurring revenue through Intelisys inside two years
Intelisys, the nation’s leading Technology Services Distributor, announced LinkSource Technologies as its sixth Sales Partner to surpass the milestone of achieving $1,000,000 in recurring monthly billings. LinkSource has the added distinction of reaching this remarkable achievement in under two [...] Continue Reading…

Intelisys Announces $1 Million Prize: Drive for 5!

Intelisys Finds Channel Growth Inspiring, Issues New Challenge to Sales Partners 
Intelisys, the nation’s leading Technology Services Distributor and the only one focused exclusively on supporting the Channel’s top producing Partners, has today announced an ambitious new promotion for its Sales Partner Community: Drive for 5!
Drive for 5!, which will [...] Continue Reading…

More Awe Inspiring Opportunities (…and a Challenge to Win $1,000,000!)

Jay Bradley has served as the President of Technology Services Distributor Intelisys Communications since January 2007, and has been with Intelisys since October of 2002. Jay has been in the telecommunications and related industries since joining MCI in June of 1985. You can reach him at: jbradley@intelisys.com or at [...] Continue Reading…