Case study: Microsoft's SMB focus

Tamtek, a Microsoft Gold Certified Partner, saw the potential to provide a solution to one of its customers in the finance industry. Like many of its counterparts, Kim Scott Financial Planning was heavily reliant on large volumes of paperwork for the every day running of the business, which presented an opportunity for Tamtek to streamline its operations.

“Kim Scott had progressed and we sat down and asked them what their pain points were. They pulled out a paper diary and we realised there were a lot of antiquated things being done,” said Janine Brown, managing director, Tamtek. “Then we came up with a plan for the company.”

A client of Tamtek for 10 years, Kim Scott was open to suggestions from the reseller who was considered a trusted technology advisor. According to Brown, the project was a great success, with the client saving $150,000 in the first year of implementing the solution.

“We were able to meet the needs of the client,” said Brown. “We look at what we’ve done and how much you’ve saved … we are then able to approach potential clients and tell then what this system can save you this month.”

Tamtek is aware that a little boasting can go a long way in the SMB space and doesn’t shy away from broadcasting the savings made by Kim Scott. Brown claimed this tactic will draw attention to the program as it provides a real financial example of what a company can achieve.

“It’s about getting the best bang for your buck,” she said.

The Microsoft Small Business Specialist program is in its third year of implementation, with 7000 partners internationally (450 in Australia). Analyst firm Gartner predicts that 2008 will see a rise in IT spending by SMBs, creating new opportunities for resellers in this market.

Inese Kingsmill, SMB Director, Microsoft Australia said: “We are growing our Small Business Specialist community and building value. There is huge opportunity in Australia for small businesses.” ...Features of the program include a welcome kit containing training, tools and connections to aid partners in selling and implementing Microsoft solutions. Members will also feature in the Microsoft Small Business Solution Finder, a website enabling customers to search technology partners that offer products, services and solutions based on Microsoft technologies.

“We provide training and support by assessing the business and technical requirements of partners and providing a toolkit to be used by our Small Business Specialists,” said Kingsmill. “We also help partners sell and market Microsoft solutions.”

In the case of Kim Scott Financial Planning, Tamtek was able to provide a tailor-made solution and specialised ongoing support. There were also lifestyle benefits for founder, Kim Scott.

“She has a family and we were able to help her achieve that work/life balance,” said Brown. “Kim also had clients moving out of the area and through the program she is still able to service them.”

Since the completion of the project, the reseller regularly checks in with Kim Scott, providing services such as remote access and assistance in the event of a technical problem.

“It’s about the proactive things … aside from the regular monthly service we like to touch base and see how things are going,” explained Brown. “We all like to know about how our cars are running, IT is the same, we like to know about our servers.”

To ensure the program remains relevant to partners, Kingsmill claimed that Microsoft obtains feedback on an ongoing basis. She describes the process as a ‘round table discussion’ where open dialogue is encouraged.

“We want to find out what customers want and provide our partners with the tools they need to better sell to the market,” she said ...
Microsoft has found the main concern among resellers is the local skills shortage. Kingsmill explained that partners are not having difficulty acquiring customers, rather attracting and recruiting skilled IT workers. The vendor has therefore undertaken several initiatives in an attempt to improve the situation.

“Microsoft is working with universities to elevate the profile of IT. It’s an issue we’re treating very seriously and we’re working with the channel to address it,” said Kingsmill.

While there is a general consensus that having the Microsoft branding is advantageous, Tamtek is also confident that its own reputation as a solution provider - specifically with regional customers - is the reason for its continued growth in the SMB space.

“The preliminary interview with clients, understanding business functioning as a whole to offer the best solution we possibly can is something we’ve been doing for some time, Microsoft has simply refined it,” said Brown. “The combination of the product from Microsoft and the people we have to implement it has made it a successful solution.”

She adds that the offering from Microsoft has opened doors for many small businesses. “Microsoft provides good tools for SMBs. They can do things that the big boys can do, Microsoft has brought it down to the SMB and we’re really excited.”