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Navigate’s Four Pillars of Support

Navigate's Four Pillars of Support

Integrators are making the shift from a reactive service model to a proactive support model

There has been a lot of discussion in the integrator community about best practices for developing services and support revenue, and how to embrace a recurring revenue model.


Today, our own Steve Riley is joined by Chad Sowers, Director of Business Development with GreatAmerica Financial, to discuss the obstacles that integrators are facing as they grow their services offering.


What are some of the obstacles that integrators are bumping up against?


The first challenge is getting contract renewals.


“Getting a service contract is nothing new,” says Riley. “We’ve been doing that for years and years. But the hard part is adding enough value to get that renewal.”


“What I am seeing, is a shift in the market as integrators transition from the traditional reactive service model, to a proactive support model.”


Think of support as a broad offering of services made up of four pillars.

Navigate's Four Pillars of Support

Navigate’s Four Pillars of Support

  • The first column is reactive service, which integrators have been doing for years.
  • The second column is proactive service, which is your support agreements, and preventative maintenance visits, embedded employees, and services of that nature.
  • The third pillar is monitoring and Navigate is seeing many integrators branch into this area.
  •  The fourth pillar is value-add services. This includes services such as digital signage content hosting, digital signage content creation, or maybe it’s video conferencing cloud services.


There are the primary activities that Navigate sees integrators pursuing to build up their services revenue.


Watch the video for the full discussion:

Navigate’s Four Pillars of Support



Keep on Watching: Where Should Integrators Start with their Services Offering?

service level agreement

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