The Magentrix team understood our requirements and has delivered a solution that meets our business today and, more importantly, in the future.Lee Ho, VP of Marketing at Esna
Esna is a global leader in cloud-enabled communication and collaboration solutions. Esna’s solutions allow people to communicate anytime, anywhere by integrating real-time communications inside the cloud with SaaS applications they use daily like email and CRM. Esna has over 1,200 channel partners globally that service more than 1 million users worldwide.
Esna sells its solutions entirely through its ecosystem of channel partners and distributors. Esna’s Sales, Customer Support, Customer Service and Marketing teams are all responsible for the enablement and success of its partners. With hundreds of different products and a variety of systems, internal employees and external partners were struggling with disparate systems for many business processes.
We needed to make it easier for partners to do business with us.Lee Ho, VP of Marketing at Esna
Customer Support needed a portal that would allow customers to submit help tickets and access various online technical knowledge resources. Customer Service needed to be able to track activities and manage customer projects. The Sales team needed a flexible system to handle complex sets of configuration rules to create, validate, track and e-mail their quotes. Resources for partners such as sales and marketing tools, certification, and technical content were scattered in different systems. Esna needed a single portal or “one stop shop” to deal with their growing partner ecosystem that was flexible enough to support different sizes of partners.
The Magentrix Solution
Esna selected the Magentrix Custom Cloud because it was flexible, reliable and cost effective. They could easily add functionality to the platform as they needed it.
The first portal was a Customer Support site with help tickets and knowledge base. Scott McHardy, Support Manager at Esna says, “Magentrix has greatly improved our technical support workflow and offered our customers an easier way to contact support.”
Then came a solution for self-service support and order processing for Esna's sales team and partners. The partner portal, EASE, is a launchpad for all partner-related resources including marketing information, technical resources and quote configuration. It includes a product and price list configuration solution with configurable price books for hundreds of SKUs, the ability to manage perpetual and subscription licensing as well as the different profiles, discounts, and price lists for all their channel partners.
Creating the marketing resources portal was easy. Magentrix provides templates, a visual designer and layout tools so that a non-technical admin could create the marketing repository with no coding.
Partner feedback has been very positive. They find the Magentrix portal easy to use and “wish other vendors would make it this easy to access content and create quotes”. For Esna this had a big impact. The Sales team and partners can easily locate content they need to sell and market. Order configuration is streamlined, easier to use and has less errors.
“We wanted the flexibility to build a custom solution that worked for our business but without the complexity of building it from scratch” says Ho. “The Magentrix team understood our requirements and has delivered a solution that meets our business today and, more importantly, in the future.”