nexVortex BLOG

Out of the Frying Pan and Into the Fire

Chuck Harris

Get in Line for the Fix.

You hate your dry cleaner. They didn’t just ruin your favorite pair of pants. The count is up to three. It’s just so disappointing. They used to be awesome, but things have changed.  So, you try another dry cleaner a few blocks away. You’ve heard good things about them.

Alas, what you don’t know is that this new dry cleaner is about to mess up pair of pants #4.  It turns out that they outsource their cleaning to the original dry cleaner you used to use.  Your shirts are cleaned on the premises. Your pants, however, are sent out to be cleaned by that third party. It happens with products and services ranging from the food you eat, to the VoIP service you use.

Choices have consequences

There are many reasons why some service providers choose to OEM their VoIP solution from a third party.  The “buy versus build” decision can be driven by speed to market, or believing that outsourcing will produce a best of breed offering, or even by organizational or financial limitations.

It can be a win-win situation but it can also introduce complications.  Is the service provider who is white-labeling a solution large enough to get the OEM vendor’s attention when something goes wrong or do they have to get in line for a fix behind a number of other companies?  Are they able to innovate and stay ahead of the curve?  Is there “finger pointing” when problems arise and are you caught in the middle?

Who should fix it?

Let’s jump back to our dry cleaner for a minute. You decided to shrug it off when first pair of pants came back ruined. Mistakes happen. Losing the second pair bothered you, and you mentioned it to the clerk. Now that you think about it, you realize that the clerk didn’t seem to be all that contrite.

It’s starting to make sense. From a certain standpoint, they’re not to blame for your ruined pants. Sure, they’re “responsible” for cleaning your clothes—but they don’t own or control the third-party that takes care of dry cleaning pants for them. There may be little—if anything—they can do if there’s a problem with quality or results.  Sometimes the only thing they can do is pass on your displeasure to the actual company who does the dry cleaning.

When you build it, own it and run it – you control the customer experience

There is nothing inherently wrong with a white-label strategy but we built, own, and operate our service delivery platform.  That means we can control the customer experience and the quality of the service delivered to our channel partners and customers.

The decision to build, own, and operate has served us well but it has demanded significant investment in infrastructure and more importantly in people – the people who serve our partners and customers.

When we dedicated ourselves to being an Uncommon Company and delivering Uncommon Service, we also put other stakes in the ground; Uncommon Commitment, Uncommon Know-How, and Uncommon Innovation.

The technology world moves fast and in order to make good on our brand promise we needed to take a build, own, and operate approach.  It was the only way to keep our customers ahead of the curve.  It has served our partners and customers well as we are able to react quickly to issues and fix them rapidly.  We don’t wait in line.  If there is an issue, we can move fast.  If the market demands a solution, we can innovate.  When you build something, you know how it works. When you know how it works, you can make improvements.

If you want a service provider with over 11 years of experience delivering your cloud communication services; one which has your best interest in mind, and one which can react and innovate, contact us today and let’s discuss how we can help your business with its communication needs.


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Kari’s Law requires multi-line telephone systems (like those found on campuses, hotels, or office buildings) to enable users to dial 911 directly, without having to dial a prefix to reach an outside line.   Congressional Bill H.R. 582 of 2017, better known as Kari’s Law, became a legal requirement on February 16, 2018. The Act was a response to the murder of Kari Hunt by her estranged husband in December 2013 while she and her daughter Brianna were at a Texas hotel.

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