KPCS became a Direct Microsoft Cloud Service Provider (CSP) in 2018 and was challenged by the manual admistritive and accounting effort required to meet Microsoft’s infrastructure requirements.
Although KPCS had consolidated many of its own systems into Microsoft Dynamics CRM but much of its billing and invoicing was still managed through spreedsheets. The company was missing the infrastructure processes and system to accurately and efficiently manage its cloud solution business, and needed system that could manage everything so they could spend more time customer satisfaction instead of administrative tasks.
KPCS ultimately chose Work 365 to solve infrastructure and accounting issues based on the following factors:
- Integration with Microsoft Partner Center
- Customer Self-Service Portal
- Work 365 does not require any customization to support a CSP’s unique business model
KPCS started with a Work 365 trial but quickly upgraded to a full product onboarding when the company saw how well the system integrated with Microsoft’s Partner Center.
Work 365 team helped identify how automated workflows could be integrated into KPCS’s business process and provided advice on potential pain points such as accepting payments in multiple currencies and solidifying the customer onboarding process.
- Administrative, billing and support management from one system
- Fewer customer support issues related to subscription management therefore more time to focus on customer satisfaction
- Expansion to 3 additional countries based on Work 365’s Multi-Currency support
- Customer’s ability to view Azure usage on demand and update their own licenses and subscription info. result into improved customer satisfaction
- Room for experimentation with other integrations and plug-ins due to Work 365 Self-Service Portal’s flexibility which will help them to create new products
- Faster and more efficient workflows due to the system’s immediate processing and updating of changes in the Partner Center