CRN Fast50: Anittel shows why its No.1

While integrators have sought to establish national offices, few have bothered to include regional in a comprehensive way. Long distances, reliance on Telstra for internet access, smaller customer markets - all were understandable turnoffs.

Anittel is determined to make it work. In NSW seven of the largest regional cities have banded together to attract investment, talent and industry under the Evocities banner. Anittel has offices in five of these fast-growing cities.

Anittel has accumulated an engineering force of 160 spread across the country. The reseller
has invested in a platform that ensures they can help customers from wherever they are, ensuring higher customer service and staff productivity.

Eight integrated software platforms sit behind the engineers to automate processes, measure outcomes and guarantee quality of service. Tales shows the real-time ticketing and provisioning on his laptop. Projects get tickets using the ConnectWise platform showing location, customer details and the service contract.

Billing details are completed in real time through the automated platform and the company invoices every week, which has increased cash flow and performance. It also cut the amount of time engineers spent doing paperwork from 20 percent to 5 percent, Tales says.

"Most of their time is now billable. That changes the dynamics of the business," he says.

On the telco side, sales staff can show customers who their wholesale carriage providers are in the area, the distance from the exchange and estimated cable length, and calculate available levels of service.

"I know exactly what I can offer on price because I know what my cost and what my monthly charge is so I can sign up the customer while I'm there and at the same time issue an order to the carrier so the work happens immediately," Tales says.

Chasing the owners
Anittel takes customers of all sizes; Tales says if they've got a server and a pulse then they're a potential customer.

Anittel's theory is that business owners will be prepared to pay a premium for service. That means no automated answering system - company policy is that every call is answered within three rings.

Calls are taken by every employee. The accountants, engineers, sales staff, even Tales himself will answer the phone to talk to a customer.

The employee who takes the most calls in the Sydney office is the financial controller.

"When I speak to customers I say, we're going to charge like wounded bulls because you get a huge amount of service."