Sourcing and Quoting
Serving 900+ Managed Service Clients Across Australia.
Microsoft 365 Licenses – Tenancy Creation and Licensing Provision from 365 Providers and direct with Microsoft. Quoting and reconciliation before invoicing customer to ensure they are billed with how much they are using.
Warranties – Server Warranties, Interactive Warranties, Firewall Warranties, UPS, Access Points and Laptop Warranties for many Brands like HP, Dell, Lenovo, Sonicwall, Fortinet, Sophos, Eaton, APC, etc.
Domains and SSLs – Domain Registrations and renewals and SSLs procurment and reconciliations. Config creations to capture Renewal and credentials.
Licenses – Bluebeam, Adobe Licenses, Windows Servers, Windows Home Upgrades, etc.
Hardware – Laptops, Docking Stations, Workstations, Monitors, Servers and Racks, UPS, Access Points, Computer Accessories, etc.
Purchasing and Expediting
Order processing and ETA monitoring.
Managing where the best pricing and the lead time to deliver the goods including drop shipping goods to customer offices.
Managing ETA Expectations for delayed and Backorder goods.
Projects – Projects consists of Labors, Licenses and Hardware. This are discussed with the Partners/IT Managers before placing the orders and ensuring suppliers can confirm ETAs to managed project deployments.
Expediting order – for urgent licenses and hardware and ensuring sourcing and procurement are met at the set SLA (Service Level Agreement).
Serving Clients in many industries – Law Firms, Manufacturing, Engineering, Construction and Design Companies, Accounting Firms, Education, Food and Beverage, Mining, Government, Animal Care, Hospitals, Clinics, and Aerospace.
RMA Processing and Warranty Claims – This includes processing RMAs for damaged goods and following up replacements/Credits. Warranty claims for goods that are under warranty period and liaise with Suppliers and Vendors.
Inventory Management
Stocktake – Weekly, Monthly and Quarterly. Best practice to do daily to weekly counts for hardware and Monthly on the licenses. Ensuring what has been taken out of stocks matches to what was invoiced to the clients.
Process Driven and Attention to Details is required to ensure the cost and sell price are correct and serial numbers are matched and the licenses counts are matched.
Understanding Cost of Goods and Cost Of Service products that needed to adjusted out from Stocks, Write-offs, Credits and overages.
License Reconciliation
Microsoft 365 – Main focus, Invoice reconciliation based on what was invoiced by Supplier/provider and determining cost per licenses based on invoice. Current invoices for 365 Licenses monthly is 450k AUD and 1,500 product line items to reconcile based on Invoice.
Microsoft 365 – License Reconciliation based on active licenses. Not Invoice reconciliation but a point in time Monthly reconciliation to capture new licenses added for the Monthly Cycle and the Licenses cancelled during the cycle to credit the client for the unused period of the licenses. It’s an End of Month Tasks to Ensure we bill the client on what is active and credit them for what was cancelled. This is done using Cloud Olive Tool.
Adobe Licenses, Domains, SSLs, Cloud Backups, StorageCraft, Avepoint, Exclaimer, BitTitan Licenses, Interactive Warranties, Sophos Invoices, HYCU, Nutanix, 365 Backups (Complete and Mailbox), Password Manager, Darkweb Monitoring, Security Basics and Proactive licenses, Whitelisting and application control.
Process Documentation and Optimization
Sourcing and Quoting – Understanding how the process works from Sourcing down to sending the quotes to the clients. Creating process guides that’s easy to follow by New Team members and during handover of tasks. Per Product Types have different way of processing and many can be optimized to save more time and be more efficient in Customer Service and Supplier/Vendor Relations.
Ordering and Expediting process documentations based on scenarios. Orders that requires 50% Deposits, NFP Clients, Stop Credit Client and understanding minimum order threshold from Suppliers to save Freights.
RMA and Credits – Process documentation for RMAs and Replacements. Including Credit processing for goods that are damaged with no replacements and for goods with different product replacement.
Reconciliation Process – All reconciliation done in the month are documented and process guides are created to help the team to cover the task/s when the person incharge is on leave. This maintains the team’s efficiency and productivity as the tasks are not only assigned to one person.
Agreement Setup – Onboarding and Offboarding
Onboarding Clients – Client Setup in ConnectWise and Setting up their Agreements. Setup Payment method and Terms. Running Switch IT Deployment for the Support Team to initiate Switch IT.
Onboarding Clients licensing – This is part of the Switch IT where we initiate the transfers for clients Microsoft 365 subscriptions, Adobe, Sophos, Exclaimers, Domains etc. Limited at some point as some licenses requires in depth technical knowledge and expertise.
Offboarding Clients – Cancelling the licenses and liaise with Accounts for HaaS (Hardware as a Service) commitments, Cloud Voice Commitments and remaining charges. Calculate the Final Payout for Committed Services that are billed Monthly. This requires closed coordination with Procurement Manager and the IT Managers to understand client’s situation and payment habit.
Stop Credit – Based on request from Accounts Team and Senior IT Manager/Partner. We turn off all Microsoft 365 Licenses and other licenses until overdue invoices are settled.
