1. Firstline Worker: Partner/customer journey
Onboarding, adoption, ongoing services 1 2 3
ROI 4 5
Identify the right customers in your portfolio
Engage LoB owners (not IT) to understand Firstline Workers’ specific pain points
Facilitate a customer assessment, leading with security and collaboration scenarios
Speaker Notes
Identify the right customers in your portfolio
Target the right customer maturity
It’s not E3/E5 OR F1, instead, it’s an upsell opportunity – once you sell E3/E5 to knowledge workers, sell F1 to FLW
When you put together your standard offer, build on your strengths to create the most compelling value prop for your customers
Engage with the LoB owners with the sponsorship of IT to understand FLWs’ specific pain point
While IT can help give you connections to LoB, your primary engagement point is LoB, not IT
Examples: training, onboarding, building culture and community.
Lead with security and collaboration scenarios to facilitate business value assessment (in FY'19, it will change to Digital maturity assessment)
Identify the value a customer could gain by adding M365 F1 – evaluate their current environment, maturity level, and where they are in their digital transformation by conducting an initial assessment
Provide offer and PoC
Refine your standard offer to best meet the unique needs of each particular customer.
Become trusted advisory and grow with managed services
The FLW opportunity derives from the large size of the audience.
Provide extensive training and onboarding to drive greater customer LTV
The more you can insert your service into customers' business, the more stickiness you can generate for long-term business
Explain your offer and make it real with a proof of concept
Become trusted advisory and grow with managed services
Considerations:
Right maturity level
Customers’ firstline workers drive key business outcomes
Large firstline workforce to drive tangible impact
Put together an offer, building on your strengths.
With IT”s sponsorship, engage LoB owners to understand FLWs’ specific pain points, such as onboarding, collaboration and digitalization. These will likely vary by industry (healthcare, manufacturing, retail, financial services).
Refine and customize your offer, highlight how it will help solve the customer’s specific pain points. Give them the option to see your solution working in their own environment with a proof of concept.
FLW space presents huge opportunity for partners to provide onboarding, support and other service to generate greater customer lifetime value across large audience size. Insert your services into customer’s business to generate more stickiness.
Model the state of your customer’s Firstline Workforce and estimate the costs and benefits of implementing solutions to empower their Firstline Workers.