VIDIZMO provides customer’s staff the necessary training needed to effectively use VIDIZMO products and to address any questions or concerns they may have. Training is typically conducted over the web using collaboration tools like Lync, WebEx or GoToMeeting, however, on-premises classroom style training is also available as an option.

VIDIZMO uses several methods to provide customer support including email, online chat, phone, online collaboration tools for screen sharing and troubleshooting purposes help articles, blogs, FAQs, video and PowerPoint trainings etc. All customer reported inquiries and issues are triaged as soon as they are received, assigned a priority and worked through a tiered support team structure. Support is typically available in customer business hours, however, non-business hour support is also available as an option.

A well-defined sales process helps you successfully convert prospects into customers using a set of actionable steps. Through a sales process, not only can you successfully measure metrics such as the prospects converted to customers and the deals won, you can also clearly define the steps your sales team needs to take in order to move a deal to the next stage and accurately estimate future sales.

Analyze your current sales process

A reliable sales process is built on a derived idea from answering these questions:

• Who is your ideal buyer?
• What is the first touchpoint?
• How do prospects find your business?
• What is the average buying process?
• What are the top-performing touch points? (Top-performing indicates higher customer interaction via one medium. Example, a prospect is 2X likely to respond positively to an email reminder as opposed to a call) 
• How many times should a sales rep follow-up with a prospect?
• What is the average time for deal closure?
• What are the common objections faced by inside sales reps?
• How is a deal won?
• What are the common reasons for losing a deal?

The Sales Process

1. Prospecting

   In this stage, you reach out to prospects that match your buyer persona.
   
   

   • Buyers are those individuals in the Corporate world that are directly associated to enterprise.

   These individuals are presently working for the enterprise and are involved in suggestion, and purchase of an enterprise video content management system (VCMS).
   
   

   These people include:

   • Director Corporate Communication
   • Media producers
   • Creative Department
   • Information Technology
   • Human Resource/Trainers

   
   

   Thus any person who can directly encourage sales within the enterprise is a direct buyer.

   Example: Dan Stremlau at Exelon

   
   

   Day 1: Cold Email

   Day 3: Highly personalized cold-email

   Day 5: Follow-up via email

   Day 7: Cold call

   Day 10: Follow-up via email

   
   

   
   

2. Qualification

   Remember BANT! • Budget = What is the prospect’s budget?
   • Authority = Does the prospect have decision-making authority?
   • Need = What is the prospect’s business need?
   • Timeframe = Do they have a timeframe to implement the solution?
   

   Follow this workflow:

   • Prospect understands the product and the need for it.
   • Identify customer challenges and how the product can solve it.
   • Identify the decision makers.
   • Understand the roadmap for the company, if they have the budget and time for the product implementation.
   
   

3. Demo/Presentation

   This is the make or break stage where you present the personalized solution for the prospect’s problem. Be it in an onsite presentation or a virtual one, you should not only be well-prepared for the demo but also: 

   • Explain the product features.
   • Answer questions regarding feature implementation and usage.
   • Offer a trial account for the prospect to use.
   • Follow-up on technical queries and objections through emails and call.
   • Communicate any customizations needed for the product.

4. Objection Handling

   Your inside sales team cannot avoid objections, but they can learn to handle one. Objections are usually due to the following reasons:

   • Price
   • Quality of Service
   • Trust/Relationship
   • Stalling/Delaying
   

   Therefore, it is our duty to be prepared during an objection and the best way to do that is to follow a process like the one below:

   • Listen to the objection without interrupting.
   • Understand why the objection is being raised.
   • Answer the objection.
   • Make sure you follow up with the prospect.

5. Negotiation

   There will be rounds of negotiations around features and pricing.

   • Agree on pricing.
   • Prepare necessary legal and corporate documents.
   • Set dates for implementation.

6. Deal Won

   Your prospect has come down the buying journey to become a customer.

   This is the time to send out the business proposal for signatures.

   • Establish an implementation period.
   

   If the prospect is moving away from an existing solution.

   • Set a plan for the company to migrate to VIDIZMO.

7. Nurturing

   This is the stage for follow-up actions. Stay in touch with the customer to know how the product is working out for them and understanding issues.
   
   

   During this stage, you should make sure to:

   • Follow-up on customers to understand the value they have seen in the product.
   • Find out if they have any issues.
   • Ask for referrals and testimonials.

By the way, nurturing can also help revive closed lost deals. Stay in touch, send updates about product features and pricing changes, and keep prospects in the loop.

References

• 7 Steps to Building a Winning Sales Process for your Inside Sales Team

VIDIZMO offers the following support models:

1) VIDIZMO Fully Managed:

VIDIZMO team installs, manages, and maintains VIDIZMO Software on either VIDIZMO's shared Azure Cloud, in the customer’s cloud (under Bring Your Own Cloud Model) such as Microsoft Azure or On-Premises. VIDIZMO team provides 1st, 2nd, and 3rd tier support on a fully managed yearly software as a subscription model.

2) VIDIZMO Managed:

VIDIZMO team installs all software, provides quarterly and yearly software upgrades, as well as 2nd tier and 3rd tier support. 1st tier support is provided by Customer IT.

3) Customer Managed:

VIDIZMO team provides software to the Customer’s IT. Customer’s IT installs, updates and supports software in 1st and 2nd tier support. VIDIZMO provides some 2nd and all 3rd tier support and all/any software updates. VIDIZMO does not have access to the installed software.

For more details on the tiered support model and multiple support SLAs offered by VIDIZMO, please visit the following links: http://www.vidizmo.com/support/tiered-support/

VIDIZMO offers the following support models:

1) VIDIZMO Fully Managed:

VIDIZMO team installs, manages, and maintains VIDIZMO Software on either VIDIZMO's shared Azure Cloud, in customer’s cloud (under Bring Your Own Cloud Model) such as Microsoft Azure or On-Premises. VIDIZMO team provides 1st , 2nd and 3rd tier support on a fully managed yearly software as a subscription model.

2) VIDIZMO Managed:

VIDIZMO team installs all software, provides quarterly and yearly software upgrades, as well as 2nd tier and 3rd tier support. 1st tier support is provided by Customer IT.

3) Customer Managed:

VIDIZMO team provides software to the Customer’s IT. Customer’s IT installs, update and supports software in 1st and 2nd tier support. VIDIZMO provides some 2nd and all 3rd tier support and all/any software updates. VIDIZMO does not have access to the installed software.

AVIDIZMO provides technical and customer service support during business hours in major geographic regions including the Americas, EMEA, and AsiaPacific. VIDIZMO provides 24-hour support covering all regions across the globe.

Yes. VIDIZMO is a comprehensive platform for any user to self-manage and helps themselves to use the platform or with any difficulties that they may experience. VIDIZMO provides a knowledge base/ help desk/ FAQs/ how-to videos from where users can take help and guide to use the platform or resolve issues. VIDIZMO is continuously developing its video knowledge base with how-to videos.

Links:

Helpdesk

Knowledge Base

VIDIZMO is at an outstanding status of 100%, resolving any concerns raised to VIDIZMO. VIDIZMO consists of a dedicated support team that deploys the response to develop a resolution accordingly. All inquiries, requirements, and or concerns are addressed and offered a resolution. However, the time frame to resolve inquires / tickets can vary since each inquiry are different and some are more complex than others. Therefore, the timeline can range.

VIDIZMO’s support team uses an “in-house” CRM system that provides insightful specifications over the number of cases that VIDIZMO received. The following are some common smart views that help the support team maintain a sufficient workflow; Unresolved, Overdue, Due Today, Open (Unassigned to support agent), On-Hold. All reported problems are responded to and provided a resolution, however, each condition has a different resolution time since each problem comes with its own range of complexities.

There are three approaches VIDIZMO uses for user onboarding. The first approach is a product tour, which helps guide the users through modal dialog boxes of each area of the platform. The second approach is through video training explaining the platform with the help of an instructor. The third approach is the Helpdesk which lists all the ‘how-to’ articles about the platform and VIDIZMO’s Knowledge Base where users can find How-To videos.