Windstream's Redesigned Channel Service Model Means Better Partner Support

Windstream, provider of advanced network communications and managed services, has decided to redesign its channel service model, giving partners dedicated support and access to additional resources, information and tools. The announcement, made this week at the 2016 Channel Partners Conference & Expo, is meant to help Windstream’s partners win and retain customers more effectively.

Indeed, the changes to Windstream’s channel program are focused largely around helping partners deliver more efficiency, better prioritization, and an improved customer experience. These changes are part of a long-term strategy by the company to simplify and strengthen its channel program. As such, Windstream plans to continue investing in, expanding and optimizing its support capabilities to make it easier for channel partners to work with the company.

Earlier in the year, Windstream shattered standards for carrier Ethernet, landing MEF CE 2.0 certification for its Carrier E-Access service. This means that the company’s E-Access tool works with all known MEF CE 2.0 requirements, including service levels and class of service requirements, in addition to better interoperability with current customer networks.

“We are committed to the success of our channel partners, and to giving them the tools and dedicated resources they need to be even more successful,” said Jason Dishon, Windstream’s channel chief. “The changes we have announced today will better align with how we sell to customers according to their unique buying behaviors and patterns. Additionally, by aligning the right resources with the right customers, functional teams will be more focused, engaged and efficient in serving customer needs.”

The newly redesigned channel service model includes a few benefits. The first is that Windstream now dedicates sales engineering, sales support/sales order coordination (SOC) and account management to the indirect channel for improved communication, proactive marketing ability, sales enablement planning and customer base management. Another benefit is that Windstream now offers dedicated sales engineering team members located across its service areas, creating an improved sales environment.

In addition, Windstream has consolidated its service order coordinator and channel advocate programs for more focused and responsive sales-support functions, including quoting, partner support, and order entry and processing. Finally, Windstream has transitioned to a channel-only account management model that increases support for partners, with support teams comprising account managers, service directors and a vice president.