TBI Creates Channel Manager-Led Support Teams

Telecom Brokerage Inc. (TBI) has created 11 partner support teams, aligning them by channel manager rather than by product.

The master agency said this week the initiative encompasses the pre-sales process in all of its product areas, including telecom, cable, cloud and mobility. The goal is for agents to look to the same TBI contacts for each deal, leading to consistent experiences. As such, the 11 teams are led by channel managers. TBI used to provide support according to product. The new approach also includes dedicated product support specialists.

“We believe the agents will receive a better experience working with the same support people on all of their pre-sales needs,” a spokeswoman told Channel Partners. “For example, an agent sends in a opportunity and the product support specialist works with all of the carriers from start to finish no hand offs or varying experience. This promotes relationships and accountability amongst the support people and the TBI agent.”

Under the pre-sales strategy, channel managers will provide pricing options, and also be able to identify agents’ buying and quoting patterns so they can provide custom, tailored solutions, said Ken Mercer, vice president of sales for TBI.

“These new dedicated account teams will simplify and speed up communications,” he added.

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