Zebra Technologies strengthens A/NZ channel with expanded repair support

Zebra Technologies strengthens A/NZ channel with expanded repair support

Tracking technology company turns to outsourced support to improve local logistics.

Zebra Technologies has bolstered its after sales support to bolster its channel network in A/NZ.

The tracking technology company already has a local repair operation in Sydney, though Zebra Technologies A/NZ regional manager, Mike Pitt, said it was time to bring in external help.

“Our model is in any large market we try to have a mixture of our own and outside repair operations,” he said.

Pitt adds the company is merely mirroring what it does in other parts of the world, so it is “not a brand new model” but something that is new to the A/NZ region.

“We already do in it in North America and Europe, so Asia Pacific was earmarked to go that way as well, and it has taken a bit of time to get to that,” he said.

In addition to employing its own staff carrying out repairs, Pitt said a portion of the support has been outsourced to a third party service provider.

The benefit of this new partnership is access to logistics in A/NZ, as well as the ability to run a local helpdesk.

“All of that gets bundled up and put into a new service and after market infrastructure, which we then offer to end users and the channel,” Pitt said.

Lowering the entry barrier

Pitt said the expanded support is a response to market feedback, with one of the barriers to entry for partners being how to support the products.

“They didn’t have their own repair capability or anything to fall back on,” he said.

“The only other companies that offered that were other resellers, which meant engaging with other competitors and thus would not work.”

Not only did this obstacle keep some partners and resellers away from Zebra’s products, Pitt said they also did not have the ability to “dabble with the technology.”

“Up until then you had to be in the technology really deep, so what this has done is open up an avenue for new resellers to participate in a more “pick and play” scenario,” he said.

To illustrate his point, Pitt said a healthcare reseller can explore the possibility of selling Zebra’s technology to hospitals without needing to make a strong commitment to come onboard, which he said would not have been the case in the past.

Patrick Budmar covers consumer and enterprise technology breaking news for IDG Communications. Follow Patrick on Twitter at @patrick_budmar.

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