You Want to Be the Tech Expert of Choice for Your Customers?

By Patrick Chen, Solutions Engineer – Southwest Region

Identify the dependencies

Doctors ask us all kinds of questions. Some of them seem irrelevant. Some deeply personal. Some are embarrassing but we understand why.

The lesson: You can’t get a comprehensive assessment without asking challenging and even uncomfortable questions.

That’s the mentality you need to bring to your next IT discovery call with your customer. They already trust you enough to get on the phone with you. Don’t be scared to ask discovery questions that could secure your next big cybersecurity opportunity.

If you haven’t already, be sure to check out the new Cybersecurity Partner Journey page on Intelisys University (iU) HERE.

Don’t know what discovery questions to ask?

Let’s keep playing out our doctor/patient hypothetical.

Recently my five-year-old brought home a virus from school that took me out. Computer viruses are named viruses because they spread, replicate and infect like real viruses. Just like real viruses, they come in all shapes and sizes.

  • Resident viruses set up shop with the RAM on your computer and attach themselves to your anti-virus solutions causing other viruses to go undetected.
  • Multipartite viruses spread throughout your environment performing unauthorized actions.
  • Browser hijackers redirect you to websites with other viruses like web scripting viruses that disguise themselves in links, ads, images, videos, etc.
  • Boot sector viruses hit in an email attachment or USB drives and install themselves.

In 2020, an average of 360,000 new malicious files were detected per day by Kaspersky. That’s an increase of 5.2 percent compared to the previous year. And that number continues to grow.

Scary stuff. You get the idea but does your customer? All the precautions in the world will not protect you from getting infected.

I’m not a doctor but I do know what’s important. Here are five cybersecurity discovery questions to ask your prospects:

  • How are you protecting your business today?
  • How quickly can you spot and isolate an infection?
  • How quickly can you mobilize an action plan to reverse the symptoms?
  • How does your business remain agile during a breach?
  • How do you know when you are fully recovered?

What are other discovery questions you can ask to uncover cybersecurity opportunities? Visit the Cybersecurity Sales Journey on iU for our “Questions to Ask” and “Demystifying Security” resources. And don’t sleep on the Security-related sessions that were presented in our iU Education Series, available for playback HERE.

Beyond Cybersecurity

In many ways, performing a medical checkup is like performing an IT discovery call. Similar to the way various parts of the body interact to make the entire body whole, the various aspects in an IT environment interact r to make the business and the systems run properly.

If you were the doctor, would you go along with your patient and prescribe a treatment based on their self-diagnosis? Similarly, would you diagnose your patient based on a single symptom without exploring the other areas of the body? Of course not! All of us want an expert who will ask the right questions and make recommendations based on a comprehensive assessment. 

Because there are often dependencies between the technologies, we often want to understand the other areas. This is how you secure your hero status with your customer. Let’s explore a hypothetical UCaaS discovery session:

Your customer said XYZ UCaaS provider is terrible, and they want a new provider because the call quality is too inconsistent or terrible.

You inquire about other applications in their environment and begin exploring.

You ask about the performance of those applications and find those applications are inconsistent as well – but not as noticeable.

You uncover the fact that remote workers don’t complain about UCaaS; it’s primarily the users in the office that are experiencing issues.

You ask your customer if there appears to be a pattern as to WHEN the users are complaining.

You find it’s typically in the morning when employees are coming in, during lunch hours and in the afternoon right before they clock out.

Circling back – identifying the dependencies

By identifying the dependencies, you’ve identified a network congestion issue. You may have uncovered a network issue that arises during times when network traffic is at the highest:

  • In the morning when people are all logging on at the same time
  • During lunch when employees may be browsing, watching YouTube and listening to music
  • At the end of the day when they are trying to get all their reports/work in right before they clock out.

The fact that none of the remote workers are complaining further solidifies your theory. 

Viruses can do the same thing. Some cause ongoing crashes on your system, others slow down the performance of your computer. Some delete and hide files, or even fill up your storage. Others can be constantly sending proprietary information in the background to an unknown source – perhaps even bogging down the network.

For a deeper dive into network click HERE to check out the playback of our SE Webinar on the topic of SD-WAN.

Support for your sales cycle

Here’s the net of it: many of the symptoms exhibit themselves in a manner similar to other IT problems. Not only do companies need a way to protect themselves, they need resources that can help diagnose the infection if and when it does happen.

The Cybersecurity Sales Journey provides practical guidance for every step of the sales process. All of the content and tools that iU and MyIntelisys have to offer are on a single landing page, making it easy to source the resources you need.

Resources to Help You Sell Cybersecurity

In an era when more and more people work virtually, cybersecurity has never been more valuable for businesses.

Global cybercrime costs are expected to grow 15 percent per year over the next five years, reaching $10.5 trillion annually by 2025.

Cybercrime costs are usually associated with damage and destruction of data, stolen money, theft of intellectual property, and theft of personal and financial information. Businesses also need to factor in lost productivity, disruption to normal operations, restoration of data and systems, and reputational harm.

Your customers and prospects can’t afford not to invest in cybersecurity to protect their businesses.

Ready to build and scale your business? Visit the Cybersecurity Sales Journey page in iU for coaching, education and marketing resources that will support you through each phase of the sales cycle and get started today.

Ken Mills

President

Ken Mills serves as President of Intelisys and is committed to driving growth for Intelisys and our partners. As a distinguished technology executive with over two decades of experience, Ken has previously held leadership roles at EPIC iO, Dell Technologies and Cisco, and served as a fellow with the U.S. Department of State. His strategic mindset has been an integral part of launching innovative products and solutions in the fields of AI, IoT, and 5G. Ken is driven by his curiosity and passion for groundbreaking technology and complex problems, and constantly explores new frontiers in the world of technology.

Monica Lutes

Manager, People & Culture, ScanSource, Inc. and Intelisys

As Manager, People & Culture, Monica has worked closely with Intelisys employees and leaders since 2018 and has worked with ScanSource companies since 2016. A Human Resources professional with 11 years of experience encompassing all areas of HR, especially employee relations, recruiting, compliance, and training, Monica approaches her role as Manager, People & Culture from a consultative perspective. Her goal is to provide advice and guidance to leaders so they can focus on growing the best teams for the business while also supporting employees’ goals.

Ansley Hoke

SVP Marketing, ScanSource, Inc. and Intelisys

Ansley Hoke is the Senior Vice President of Marketing at ScanSource, Inc., a role she has held since 2019, and extended her leadership to include Intelisys in 2023. She joined the company in 2001, serving in merchandising leadership roles for ScanSource POS and Barcode, including acting Vice President of Merchandising and then later VP of Merchandising for ScanSource Catalyst and overall VP of ScanSource Catalyst. She oversaw sales, supplier relations, and services. Known for her pivotal role in creating effective marketing strategies, Ansley has been integral in driving demand, enhancing partner programs, and significantly contributing to the company’s revenue growth and channel relationships.

Mike Baur

CEO of ScanSource, Inc. and Interim President of Intelisys

Mike Baur serves as Chairman and Chief Executive Officer at ScanSource. Mike has served as the Company’s President or CEO since its inception, as a director since December 1995, and as Chairman of the Board since February 2019. Mike has developed a deep institutional knowledge and perspective regarding ScanSource’s strengths, challenges and opportunities. He has more than 30 years of experience in the IT industry, having served in various leadership and senior management roles in the technology and distribution industries before joining ScanSource. Mike brings strong leadership, entrepreneurial, business building and development skills and experience to the Board.

Stephanie Bouras

Regional Vice President, Southeast

Driven by a partner-first philosophy and a passion for innovation, Bouras embodies a leadership style that’s both compassionate and data-driven. As the Regional Vice President, Southeast, at Intelisys, she’s leveraged her extensive marketing and sales experience to propel her team to new heights. A firm believer in aligning herself with her partners, she sees herself as a collaborator and an integral part of their business. This perspective has allowed her to forge deep connections and drive success. A Florida native, Stephanie’s attention to detail and unwavering commitment to her partners have been key factors in her success.

Michael Raspanti

Regional Vice President, Northeast

Michael joined Intelisys in June of 2020, as a long-time channel veteran. He is responsible for leading the Northeast Region, helping continue the tremendous momentum in one of our strongest markets while also recruiting new up and coming partners that will be the growth engine of our future success.

Kristy Thomas

Vice President, Partner Experience and Enablement

Thomas is responsible for Sales Partner enablement and education for all our technology segments, including CX, managed security, mobility, and connectivity. With over 20 years of executive background in telephony, UCaaS, CCaaS and Cloud services, Kristy enables her customers to think broader and deeper as she guides them through their decision journey. Some of the biggest deals in the channel have become a reality thanks to the expertise and humble excellence Kristy brings to her client’s projects.