PARTNER CHANNEL: Global Crossing Unveils Redesigned Agent Program

Posted: 7/2003

By Tara Seals

Global Crossing Ltd. has taken the wraps off an enhanced, two-tier agent program, which the company says was redesigned with extensive input from the agent community. The carrier also has introduced a new partner support center.

New recruitment efforts will focus on attracting tenured sales organizations focused on delivering service as a key differentiator, executives say.

This partnership program plays a critical role in deepening our market penetration, and weve designed it to attract aggressive, talented and experienced agents by offering them tremendous opportunities and a full-blown support organization, says Dave Carey, Global Crossings executive vice president of enterprise sales. Were committed to helping our agents drive revenue, and ensuring their success through our comprehensive set of offerings.

Global Crossing offers voice and data products on its IP-based fiber optic network, which connects 200 cities in 27 countries. The carrier also recently introduced Ready Access and e-Meeting conferencing services to the channel, and is in the process of rolling out a bundled local offering for enterprises. It also continues to focus on IP VPNs and global data services.

We are increasing our presence through selective opportunities with master agents, who can help us fulfill our platform and provide market coverage, says Pat Dolan, Global Crossings area vice president of alternate channels. He adds the carrier has continued to support its legacy agents in spite of its bankruptcy last year, and will work with them in selling new services.

In order to qualify for the first-tier program, master agents must meet the following criteria:

• Experienced back-office personnel to handle customer service and day-today account management
• A proven business model as a master agent
• The capacity to commit to a $200,000 monthly recurring revenue minimum, during a 12-month ramp-up period.

Located in Rochester, N.Y., the partner support center, a crown jewel of the program, according to Dolan, offers master agents on-demand support. Each master agent is assigned a sales engineer and an account manager who function as a full-service, inbound help desk team, offering network design services, solution sales and market intelligence. Master agents also receive product and process training, and assistance in targeting opportunities with sales packages, programs and customer incentives. The center is supplemented by uCommand, Global Crossings self-service online account management tool.

Were targeting multilocation end users which are moving to the next level in service adoption, explains Dolan. Agents are not going to go after Xerox, say. The indirect model will target the middle market with sticky services and data products. This is not a rate-based system; we want them to sell on value.

Second-tier subagents also receive direct support from Global Crossing within their communities. System integrators, consultants, value-added resellers and other entrepreneurs who possess strong customer relationships without the back-office support required for master agent status can use sales and engineering support locally, regionally and nationally.