What End-Users Want from VARs

By Dick Stark

Vertical Systems Reseller(VSR) Magazine annually surveys end-users to determine their top needs, wants, and selection criteria from their respective Value Added Reseller (VAR) or Solution Providers.  While RightStar strives to always provide the best possible solution that truly meets our customer’s needs, we must always be on the lookout for what RightStar, or other VARs could be doing differently.  Here’s VSR’s annual list of what end-users want from VARs.

      Track Record/Market Expertise. Our customers must trust that our intent is compatible with their best interest and that we have the experience to design and deliver a system that meets their needs.  We’ve completed more than 500 successful implementations since RightStar began in 2003.

      Relationship with Software Vendors. As an elite BMC Solution Provider, RightStar has been BMC’s top public sector partner for the past two years and remains in the top two worldwide in terms of total software license sales.  RightStar has relationships at all levels within BMC: Sales, Support, Management, and Professional Services.

      Systems Installation Expertise. At RightStar, we’re not just “software guys with screwdrivers.” As hired experts, we need to demonstrate thought leadership in every situation and the best way to do that is through the use of a standardized methodology based upon the ITIL framework.  Although we’re licensed for BMC’s Rapid Results Methodology, we’ve modified and personalized it to deliver a solution in less time and with less effort.

      Training, Service, and Support.  RightStar offers both on-site and class-room ITIL training as well as end-user or administrator training to complement an on-going implementation. RightStar is an a BMC authorized L1 support provider which means RightStar continues its excellent support long after the implementation is completed.

      Integration of Hardware/Software. RightStar developed products, like MagicMobile (mobility) and MagicWand (barcode scanning), extend the functionality of SDE far beyond what BMC offers.  In addition, with Remedy’s ubiquity at the DOD, RightStar offers CAC enablement and single-sign on with our  PKI CAC integration product.  We also sell ADSynch as a better way to automatically integrate to Active Directory and other data sources.

      Ability to Collaborate with Other VARs. BMC has a very broad product line meaning it is difficult to be an expert in everything.  RightStar collaborates with other BMC VARs, for example, for ITBM implementation work. 

      Price.  Oh, and did I mention price?  End-users are placing a higher value than ever before on low price.  This puts RightStar (and other VARs that value service over price) in somewhat of a conundrum.  That’s why it’s more important than ever to offer solutions with high value and rapid return on investment.

About dick1stark

I am the President and founder of RightStar, Inc, an XTIVIA company. RightStar is a leading ITSM and DevOps consultancy and BMC Software Elite Solution Provider and Atlassian Gold Partner. My passion is customer success—whether it’s reducing the cost of service management, improving overall efficiency, or increasing end-user or employee satisfaction. Since founding RightStar in 2003, RightStar has made the INC 5000 list four times. In 2011, RightStar was awarded the prestigious National Capital Business Ethics Award (NCBEA) by the Society of Financial Service Professionals based upon RightStar’s foundation of honesty, ethics, and integrity. And in 2014, RightStar was selected by Forrester Research as one of 13 North American companies profiled in its ITSM Consultancy Wave Report. In 2019, BMC selected RightStar as its DSM North American Partner of the Year for its sales and partnership excellence. Finally, in November 2020, RightStar was acquired by XTIVIA, an innovative IT Solutions Provider. Dick is a graduate of Stanford University and a Project Management Professional (PMP).
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