Hosted Exchange Sales Toolkit. Common objections FAQs

Transcription

1 Hosted Exchange Sales Toolkit Common objections FAQs

2 Hosted Exchange Toolkit Common Objections FAQs Target Audience Usage Marketing Managers Used to create online FAQs and knowledge base content for self-service customers. Sales Managers Used to train sales executives and telesales on top clarifications and objections. Sales Executives Used as a cheat sheet for responding to top objections, either in real time, on the phone or in . Telesales Used as content for knowledge-base answers to common telesales objections as well as scripted dialogue for LiveChat interactions. Summary: This document provides a series of common objections to purchasing a Hosted Exchange and messaging solution with associated responses that can be delivered by a sales team, during telesales interactions, as part of an online LiveChat solution, through marketing collateral or on the website.

3 Question #1 I ve heard response times and download times for and attachments in a hosted environment are quite slow? Response #1 With a modern broadband connection, most customers have more than enough connectivity speed to never notice a difference between a messaging solution they manage themselves and one that is hosted. There is more than enough speed in a DSL, Cable or dedicated Internet line. More importantly, if you have any mobile employees, they can access the messaging solution through any broadband connection, regardless of location, and don t need to struggle with firewalls that can significantly slow access. Question #2 Won t I have more control with an in-house solution? Response #2 You retain the key control to manage and customise your messaging solution. While we assume responsibility for many of the overwhelming day-to-day administrative functions like operating system administration, patching, performance tuning and optimization, security hardening, anti-virus and anti-spam, our customers use simple online administrative tools and consoles to control user accounts, manage quotas, create mailing lists and manage folders. As a result, you retain control of the critical business components of the messaging solution while we focus on the underlying operations. Question #3 I m concerned about data privacy and security. Won t I be able to better protect my messaging solution by keeping it in house? Response #3 Data privacy and security is a very serious topic. We approach this issue from three directions. They are: Anti-Virus and Anti-SPAM Solutions Viruses, worms and the impact of spam can all have significant and catastrophic impacts on not only data, but also a company s entire information technology system. We use core Microsoft Exchange anti-spam capabilities and heuristic virus protection. Every message is scanned for viruses both inbound and outbound, and the servers and stored documents are also scanned. Our messaging solution, including all of our customers data, is backed up incrementally in our state-of-the-art secure data centre. Data Privacy Every customer s data source is protected from outside access through a robust security, intrusion detection and firewall solution. Every customer s data is logically segregated and protected from other customers to prevent inappropriate data access.

4 Question #4 My current solution is free or less expensive. Why would I spend more just for ? Response #4 Today, messaging solutions, including , are a critical component of business. Loss of communications and messaging capability can translate to lost revenue, lost customers, and inability to perform work, and at minimum, idle and unproductive employees. is never free, because the cost of downtime for a good enough solution can be crippling. Further, our business-class messaging solution offers far more than just . It includes: Contact lists that all employees can view, share and edit, regardless of location The ability for employees to schedule meetings, events and resources by viewing every other employee s current schedules and commitments Shared folders and document repositories that all employees can access regardless of location Exchange Direct Push mobile solutions that enable employees to access mail, calendars, contacts and tasks wherever they are Advanced anti-spam and anti-virus protection to eliminate the annoyance of unwanted s and the risk of downtime So while business-class messaging does cost XX/user/month, the value in terms of employee productivity, efficiency and effectiveness far outweighs the predictable monthly cost. Question #5 What happens if something goes wrong? I m worried about customer service and timely follow-up - my business can t survive without ! Response #5 One of the benefits of our Hosted business-class messaging solution is that we understand you need access to your 24 hours a day, 365 days a year. We have a team of IT operations resources available around the clock that are proactively monitoring the system. These resources monitor for and respond to outages as well as performance degradations, all focused on ensuring your solution is operating at the highest level of performance. If you are experiencing a problem, you can immediately call our support desk and they will open a support ticket. If they can t help you directly, the operators will escalate the ticket to a senior engineer for resolution.

5 Question #6 This sounds technical and hard. How easy is it to use, really? Response #6 We have focused on making our business-class messaging solution as simple and easy to use as possible for everyone in your organisation, including end users and administrators. For Users - If you don t already use Microsoft Outlook 2003, every end user will receive a copy of this software for use on their desktop. This product is simple to install and provides clear wizards for configuring the software to access all of the rich features offered in the solution, including shared calendars, document folders and global address lists. For Administrators Our administrative control panel provides a simple interface to configure your settings, including spam filtering controls. If your administrator ever has any questions about the tools, they can access our online knowledge base for quick answers or call Customer Support for more detailed instructions.