Posted by: Heather Clancy
Heather Clancy, IT channel products and services
One of the big perpetual gripes of channel types is the amount of investment it often takes to get their technical services teams up to snuff on certain new technologies, especially when things are as tight as they have been for the past two years.
Arrow Enterprise Computing Solutions (Arrow ECS) is pitching in by officially establishing a professional services unit, an effort it says will extend its customers’ service capabilities not compete with them. “This is a formalization of something that we have been doing and studying for quite a while,” says Joe Burke, vice president of worldwide services for Arrow ECS. I spoke with Burke last week, shortly after the division’s launch was made public.
The new division actually takes a couple of cues from the Arrow ECS Alternative Technology Group. That division has a long-time tradition of providing technical services for the products it carries, most notably new vendor lines that solution providers might be considering but haven’t committed to offering yet. The Arrow ECS division will help solution providers get a leg up in those areas by augment the services that they can provide, according to Burke.
“We let the solution provider staff to the valley s and then we can help provide them with the people they need during periods of peak demand,” he says.
The new services group also seeks to build more usage for Arrow’s services for cloud computing and managed services as both become a larger part of the channel business model. Arrow can help vet which offering are appropriate for the channel — and which might be tougher to manage.
In the press release about the new services push, Burke makes this observation:
“As the services provider and aggregator, we save resellers from having to select, engage and manage service providers on their own, thereby protecting them from risk, investment costs and productivity losses. Services and products are billed on a single invoice, we provide comprehensive presale and postsales product support, and we serve as the source for solution provisioning.
Aside from core technology integration and engineering services, technology solution providers can also use the Arrow ECS professional services team for education and training activities, as well as for instant tech support back-up and security assessments, Burke says.