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eGain EcoNet EMEA program
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Our goal is to create a network
of channel partners capable of operating as
an extension of eGain across the globe. We
encourage partners to further explore the
channel partner program and take advantage
of the resources to maximise their competitive
edge. The main objectives of the program are
as follows:
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Enable channel partners
to sell, install, and support eGain's
leading solutions |
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Deliver world-class training
and verification to help channel partners
build a full-service practice |
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Provide marketing support
to channel partners in identifying prospects |
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Assist in the sales process
with marketing tools and sales support |
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Provide implementation
and support services that lead to the
long-term establishment of satisfied
customers |
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Recognise performance
through a partner program that promotes
eGain's best partners, provides growth
opportunities, and increased benefits |
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Partnership
levels |
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| 1. |
VAR: Value-added
resellers often specialize in
a certain area-for eGain, it's
typically in the areas of network
management (data and voice), customer
service, or knowledge management.
As niche players, these partners
know the market and customers.
VARs have the ability to incorporate
eGain's technology to meet customers'
business needs. The primary focus
of a VAR is to drive license revenue
through the resale of all or part
of the eGain suite. Additionally,
these partners provide professional
services and post-sales support.
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OEM: When
we deliver innovative technology
integrations, we provide superior
solutions for our customers that
address their vast business needs.
OEM partners are hardware or software
vendors who have a solution offering
that complements the eGain solution.
As an eGain OEM partner, you can
deliver value in one of the following
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Develop an
integrated solution that
interfaces with eGain technology |
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Integrate
eGain technology as a component
of your overall software
solution |
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Use eGain
technology as part of your
complete hardware or software
solution |
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System Integrator
(SI): eGain collaborates with
our system integrator partners
to deliver a broad range of services
including consulting, implementation,
and integration. These services
enable our customers to realize
more value from their investment
in eGain. Our SI partners provide
customers with leading domain,
industry, and technology expertise
and are typically engaged in complex,
strategic, enterprise-wide deployments.
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| 4. |
Certified Consulting:
Certified consulting partners
have application or industry expertise
that complements our solution
offering. They deliver to our
shared customers high-quality
consultancy related to customer
service, knowledge management,
web self-service, and email management.
Channel partners can achieve eGain
certification in a sales path,
technical path or both by satisfying
the following: |
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Sales:
Completing sales / awareness
and pre-sales training within
your desired area of expertise
on products of eGain |
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Technical:
Completing technical implementation
learning path within your
desired area of expertise
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It is also advised to visit the
annual Update meeting for partners.
Besides the networking and social
aspect of this event; in which
you can share experiences; success
stories and best practises with
other partners, this meeting will
also give updates on product releases
and the company vision.
All our partners are equally important.
Partners will have a primary point
of contact in the organization;
their Partner Manager. The Partner
Manager must engage the partners
with the right people in the eGain
organization; like the eGain sales
teams for opportunities and bid
support. The account managers
from both eGain and the partner
will leverage and develop leads
with a joint effort in the follow-up.
eGain can also support and assist
in building vertical solution
sets. |
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Program
benefits |
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eGain's Channel
Partner Program offers significant benefits
and must support our partner's profitability
and growth. Therefore the two main objectives
of eGain are 'ease of doing business'
and being a 'reliable supplier of leading
solutions'.
The Partner Program will bring you the
following features and benefits:
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A welcome pack
with all the necessary contact
details and sales materials. |
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Sales Opportunities
& Joint sales model: Opportunity
to sell eGain's solutions. Strategies
are developed with partners in
order to jointly pursue opportunities. |
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Margin: Channel
partners receive margin on eGain
products based upon sales volume.
As channel partners generate sales
volume past certain benchmarks,
discount levels increase. |
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Relationship
with the key people in the organization:
Direct relationship with eGain's
sales, support and marketing organizations. |
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Pre-sales Support:
Channel partners will have
access to an eGain Partners manager,
as well as a channel marketing
manager. A Partners manager is
assigned to eGain's partners and
is available to answer questions,
provide marketing support and
assist with pricing and configuration
options. |
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Lead Generation:
As the opportunity arises, eGain
may refer leads or interested
prospects to a channel partner.
In addition, eGain supports joint-activities
such as seminars and trade shows
that may lead to new opportunities
for the channel partner. |
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Co-Branding:
eGain will develop approaches
to promote partners' brands. eGain
lists partner profiles and displays
their logos on the public web
site and will also engage in public
relations efforts to announce
and promote achievements. |
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Customised Marketing:
As part of Gain's commitment to
supporting its partners, a customised
marketing program is developed
to address joint marketing and
lead generation activities. This
would consist of targeted database
listings; manage local seminars,
trade shows and other events. |
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Marketing Development
Fund (MDF): Channel partners
earn MDF credits. MDF credits
can be used to help fund marketing
activities including collateral,
seminars, and direct mail campaigns.
The guidelines for this marketing
fund will be defined within the
partnership. |
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Access to Partner
Extranet Site: Partners have
access to a password secured Extranet
that serves as a complete information
repository for all available materials.
The partner extranet is accessible
anytime, anywhere with the most
current marketing materials and
tools, as well as technical documentation. |
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Marketing Materials:
Channel partners have access to
numerous marketing materials,
including (localized) product
data sheets, customer success
stories, corporate presentations,
white papers, FAQs, technical
support data, competitive reviews,
software updates and enhancements.
Partners do also have access to
customer reference sites. |
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Professional
Services & Training: The
partnership with eGain will give
you access to our global operational
model; which includes our Professional
Services Team. The Professional
Services Team has also developed
training for our Partners. eGain
provides channel partners with
a holistic educational services
program designed to help partners
build a practice focusing on the
eGain solutions. The sales training
courses have proven to be extremely
effective in providing partners
with the product and services
knowledge necessary to succeed.
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Technical Support:
eGain's support services organisation
is available to assist channel
partners on all second-level support
questions and problems. The help
desk has experienced representatives
available 24 hours a day, 7 days
a week, to accommodate varying
time zones. Upon receipt of a
request from a partner, the support
services group will provide a
timely response that is appropriate
for the problem reported. Partners
will also have access to known
issues from support. |
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Web-based demos
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Unique Value
Proposition together: |
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by industry
(using partner industry
knowledge) |
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by geography
/ region |
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by creative
packaging of software and
services |
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Endorsed by
industry specific case studies
& client testimonials |
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Self-Help Tools
for sales / pre-sales and post-sales
support: |
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Collateral
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White papers,
Demo support, RFP templates |
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Partner Website,
Newsletters and Partner
Webinar's |
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Evaluation
/ Demo software / Integration
expertise |
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Global reseller
locator system; helps our
customers find the nearest Reseller |
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Program
requirements |
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Once qualified
and contracted, Channel Partners must
reach and maintain certain criteria
as defined underneath. The goal of these
requirements is to ensure a self-sufficient
channel organisation that is fully engaged
in selling (and servicing, if applicable)
eGain solutions. Depending upon the
seize of your organisation, requirements
include the following:
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Dedicated Resource:
When the requirements are achieved
partners will enjoy dedicated
resources as both an Account manager
and a Technical Account manager. |
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Minimum Investment:
Channel partners will commit
to a minimum investment in both
(pre-) sales training and technical
training. |
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Pipeline Review
and Sales Forecast: Channel
Partners work side-by-side with
a Partner Manager and share pipeline
information on a monthly basis. |
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Technical Support:
Partners are required to offer
Level 1 Help Desk support for
their customers. eGain's Help
Desk is responsible for escalation
and or other support issues (software
bugs etc). Partners will also
have access to known-issues from
support. |
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Training and
Verification: Resellers will
become self-sufficient in the
sale and support of the eGain
Solutions. Within thirty days
of signing the channel partner
agreement, a minimum of one sales
representative and one sales engineer
are to be trained and certified.
Certification is done after the
partner demonstrating their skills
on implementation, after following
the appropriate training and after
2 successful projects. Upon first
sale, the channel partner is to
have a minimum of one installation
technician that completed the
technical training. eGain will
support the channel partner with
the first two installations. The
channel partner will set up a
Level 1 Help Desk and could this
way be eligible to receive maintenance
revenue. |
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Channel Partner
Agreement: Channel Partners
agree to all terms and conditions
of the partner agreement. Since
partners are responsible for payment
to eGain, all partners must first
qualify for and have the appropriate
credit rating as determined by
the eGain finance department. |
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Training |
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To be able
to sell and implement the eGain solutions,
we provide a comprehensive training
plan. EcoNet members are required to
complete various components of the eGain
sales and technical training coursework
for participation in certain program
benefits.
Certification
Technical Certification is done after
the partner demonstrating their skills
on implementation, after following the
appropriate technical training and after
2 successful projects. Upon first sale,
the channel partner is to have a minimum
of one installation technician that
completed the technical training. Instead
of the separate trainings, partners
can sign up for a certification pack,
which includes the check of the statement
of work and the implementation itself,
necessary for certification. There will
also be a regular audit included to
remain certified. As this idea is still
in development during the writing of
this document, further details on this
certification, duration and cost will
follow shortly.
Regional Tech Talks
Held at convenient locations throughout
Europe, our informal Regional Tech Talk
sessions provide partner sales and technical
personnel with opportunities to enhance
their product knowledge and technical
aptitude. Hosted by certified eGain
Technology Services personnel; these
dynamic sessions cover a variety of
topics and are a favourite among partners
for their value and productivity.
Partner Webinars
New product announcements, program enhancements,
competitive intelligence, tips and industry
news are all reasons the eGain Partner
web cast series is among the best attended
in the industry. Convenient and timely,
these web-based sessions provide partners
the ability to get the latest eGain
information from the comfort of their
own offices. eGain and industry experts
present information on a wide variety
of topics and enable you to field your
questions via online/interactive exchanges.
eGain Customer Summit
eGain Partner Program members from around
the globe can gather each year at the
Customer Summit. The annual conference
is organized for serious knowledge building
for customers and partners. We need
to have specific Partner sessions during
this event.
First, you'll receive all the information
you need about eGain's latest solutions,
channel support and sales strategy.
But in addition, you'll also hear from
industry experts about today's competitive
channel and challenging business economy,
and what you need to do to be successful
in it.
To avoid conflict of interest, partners
are obliged to invite at least one customer
to our Customer Summit.
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