Windstream Redesigns Its Channel Service Model

CHANNEL PARTNERS — Windstream has redesigned its channel service model aimed at giving partners dedicated support and access to additional resources, information and tools.

The announcement was made this week at the 2016 Channel Partners Conference & Expo in Las Vegas. The event drew more than 5,000 participants.

Windstream's Jason DishonThe redesign will help partners win and retain customers, while also allowing the company to deliver more “efficiency, better prioritization and an improved customer experience,” according to Windstream.

Jason Dishon, Windstream’s channel chief, tells Channel Partners his company has been going through a major transition in the last year and “we wanted to get back to looking at our partners as customers.”

“Our leadership team, myself up to the senior executives, is very committed to the channel,” he said “This is a true showing that we’re committed to the channel and want the channel to grow. We’re going to do the right thing for our partnerships.”

The company now dedicates sales engineering, sales support/sales order coordination and account management to the indirect channel to improve communication, marketing ability, sales enablement planning and customer base management.

Dedicated sales engineering team members are located across the company’s service areas to create an improved sales environment for partners.{ad}

“Before, they might have multiple account managers working their base, and now they will be assigned,” Dishon said. “This redesign will allow them to have that one path, that one contact chain.”

In addition, Windstream has consolidated its service-order coordinator and channel-advocate programs, and has transitioned to a channel-only account management model aimed at increasing support for partners. Support teams consist of account managers, service directors and a vice president.

The latest investments are part of a long-term strategy to simplify and strengthen the company’s channel program, Dishon said. Windstream will continue to invest in, expand and optimize its support capabilities to make it easier for channel partners to work with the company, he added.

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