How to do business guide.Fixed, Data and Hosted Solutionsby

Mandy Fazelynia Latest update – 11/11/2013

Operations Director

IntroductionThe purpose of this document is to highlight the various processes involved in both selling and delivering fixed, data solutions in partnership with Zest4.

This guide will develop as new products are added and various processes change.

ContentPre-Sale – checks and solution support

Point of Sale – collection of information

Post SalePlacing your orderTimelines of implementationCommunication pointsGetting PaidOn-going Support

Pre-Sale – Pre appointment checks

It is important with all solutions to gather as much information as possible before attending a customer meeting. This will help us and you to deliver the right solution for your client.

In order to check connectivity options and possible solutions we advise that you call through to the Zest4 Hosted Partner Care team on 0161 956 3377 with the following details:

Full address of your client

Current telephone number

We can then confirm:

Expected data speeds available

Data solutions available to that address

Concurrent calls expected with ADSL assured

CREDIT CHECKING

All prospective clients will need to be credit checked and an approval reference given before an order can be processed.

Pre-Sale – Demonstrations and Support

Zest4 are committed to supporting you to deliver the right solution for your customer.

If you are new to selling fixed, data and hosted services or simply need support on larger opportunities – we are here to help.

Our support services include:

Training and support on all products

Usage analysis and solution building

Field accompaniment on larger opportunities

Product demonstrations

Commercial flexibility to support you in putting together the right solution to win the business.

Point of sale

It is important with all fixed, data and hosted solutions that the correct information is passed through to Zest4 for provisioning.

For all orders you will need to complete the Zest4 excel contract and complete the tabs for the relevant products required.

The more information you can provide to us on your order, the smoother the implementation of the product will be.

Key information required at POS

Site address as registered with Royal Mail

For new installations – the main contact name and number on site to co-ordinate surveys and installs

Be specific about the type of data connectivity required

Specify if numbers are to be ported and current network provider.

Operative Processes & Paperwork Requirements

1) Credit Checking

All prospective customers will need to be credit checked by Zest4, send to creditchecking@zest4.com and an approval reference will be provided if succesful.

2) Contracts:

The Zest4 contract should be completed if full to include all solutions required by the customer:

Lines

Data

Hosted

Mobile

3) Proofs:

All contracts should be submitted with relevant proofs as listed in Zest4 accepted proofs list.

Refer to relevant proofs for customer type.

4) Approval:

All submitted paperwork should be submitted to partnercarefdh@zest4.com for checking and approval.

Post-Sale – Timelines of implementation

With each product in the Zest4 portfolio there are a number of provisioning steps between point of order and go live.

It is important that you are aware of the timelines of implementation and that you communicate these timelines for delivery to your customer.

Zest4 will keep you informed throughout the provisioning process with updates on the progress of your order.

PSTN Like for Like 14 Days

ISDN 2 & ISDN30 14 Days

ADSL2+ Broadband 7 Days

ADSL Assured 7 Days

FTTC 14 Days

Horizon Solution 45 Days

The above are as guidelines only and are dependent on Open-reach engineer availability, customer availability and other factors.

Day 20

Day 15

DAY 10

DAY 5

DAY 1

Day 35

Day 30

Day 25

Horizon Implimentation

Day 1•Order recieved at Zest4 Day 1

•Site Survey OrderedDay 4•Site Survey Report Day 5

•PSTN line ordered

Day 36•Cabling & Phones Installed

Day 19• Horizon Ordered•Phones Despatched

Day 6•SIM provided for Assured•Router Despatched

Day 18•PSTN line installed•Assured Live

Day 35•Number Porting

confirmed

Day 23

Day 37Order

Complete

Horizon GUI Set up

Number porting

requested

Deal Agreed!

Subject to change due to conditions beyond our control

Communication

Once you submit your order to Zest4 there are a number of actions that we take in order to get your solution connected.

As the provisioning process is lengthy with fixed, data and hosted solutions, we know its important to keep you informed.

You can expect updates from us on a regular basis and we recommend that you relay these to your customer to let them know that things are on track.

Update points from Zest4

Paperwork checked & order placed

For new installations – the dates of site surveys and installations

Predicted go live date

Delivery dates for equipment

Updates on date changes

Confirmation on go live date of line tested, live and billed.

Getting Paid

Zest4 fixed, data and hosted solutions are all paid on a revenue share model.

This means that you share a percentage of your customers monthly recurring billed revenue.

Billed revenue commission is calculated one month in arrears.

You will receive a statement on or around 10th of each month and payment is made on 16th of each month.

On-going Support

Zest4 provide unrivalled service to your customer and we pride ourselves in ensuring our solutions meet your customers needs.

We provide support to your customers to overcome technical issues and changing requirements.

Simply call our FDH (Fixed, data and hosted) partner care team on 0161 956 3377

We keep you informed with developments on your customer accounts and pass back additional recommendations for you to fulfil.

want to know more?

Contact Zest4 FDH Partner Care Team

0161 956 3377

www.Zest4.com