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Why One Stop Shops are the Way of the Future

Back to overview 20.01.2025

Why One Stop Shops are the Way of the Future

By Bertrand POURCELOT, CEO Enreach for Service Providers

One-stop shops are one of the biggest trends in the channel right now, helping customers address their needs while enabling service providers to diversify their portfolios. Plus, there is still plenty of room in the market for service providers to succeed with one-stop shops despite growing competition. Conversely, not developing toward a one-stop shop approach is risky unless a service provider has a vertical market that is broad enough to deliver volume.

Of course, there will be service providers with sufficient in-house resources to build their own solutions or who have simple enough needs and choose to take services directly from a technology vendor, especially the large SaaS vendors. Even so, given the critical nature of IT and comms to so many businesses, plus often very specific requirements, the channel will continue to play a role in providing one-stop shops. This is not just because of the breadth of tailored services they can offer but also the confidence of having a local partner who will listen and respond to their needs.

Also, while SaaS services can be seen as competition, they can be a step towards becoming a one-stop shop. For instance, we know a distributor who supports IT resellers already offering subscription-based Microsoft licences. This distributor has developed a portal that also provides Microsoft security products and UCaaS from us. So, this broader portfolio becomes a route for resellers to transition into offering wider services to their customers at their own speed.

Steps to Success

However, for service providers of all kinds to have a successful one-stop-shop strategy, it is critical to understand all the factors involved and what is driving decision-making. For example, many customers are looking to minimise their numbers of suppliers, partly to minimise costs or risk by having a single source of provision. However, they also want best-of-breed technologies, so there may be a conflict of expectations that needs to be managed.

It is also essential to understand that there is more than one definition of one-stop shop. A service provider might act as the aggregation point for multiple suppliers, in which case critical decisions include whether to have integrated OSS/BSS, a digital environment accessible via portals with access to numerous integrated services governed by one contract, account provisioning, and support and SLA conditions.

The best way forward will depend on the channel company, its market and positioning, but regardless of those factors, it is essential to avoid offering just another uniform portfolio, such as working with technology vendors like us who offer bring your own carrier options and flexible integration and coexistence of services from other vendors, even if those compete. Also, look for vendors with experience converging different forms of contact across ICT.

The right technology vendors are critical

Technology vendors can also play a vital role in helping service providers expand into being competitive one-stop shops, reducing or eliminating the need to build capabilities in-house. API, customisable-by-design strategies are the answer, making it much easier for channel partners to differentiate and add value with access to a wide variety of third-party solutions. Enreach for Service Providers’ innovative drag-and-drop customisation-by-design technology can also prevent complexity by making it easier for service providers to select the parameters they and their customers want without the distraction of features that they do not need while also reducing dependency on specialist coding skills.

Finally, work with technology vendors who are truly committed to the channel and focused on adding value to their partners and, in turn, their business customers. We all share the same end goals: to help address customer needs, grow our businesses, and be part of a thriving market. When we collaborate as partners, we are stronger together, and that includes working collectively to explore and expand the transition to a more one-stop shop future.

 

This blog was published by Comms Business

+ What are one-stop shops and why are they important for service providers?

One-stop shops are integrated service platforms that allow customers to address multiple needs through a single provider. They are important for service providers as they enable diversification of portfolios and help meet the growing demand for comprehensive solutions, despite increasing competition.

+ What risks do service providers face if they do not adopt a one-stop shop approach?

Service providers that do not develop a one-stop shop strategy risk losing market relevance unless they have a sufficiently broad vertical market to sustain their business volume. Without this approach, they may struggle to meet customer expectations for convenience and comprehensive service.

+ How can SaaS services contribute to the development of one-stop shops?

SaaS services can serve as a stepping stone for service providers transitioning to one-stop shops. By integrating subscription-based services and additional offerings, such as security products and UCaaS, providers can expand their portfolios and meet customer needs more effectively.

+ What factors should service providers consider for a successful one-stop shop strategy?

Service providers should understand customer preferences for minimizing suppliers while also seeking best-of-breed technologies. They must navigate potential conflicts between these expectations and ensure they offer a tailored, integrated service experience.

+ How can technology vendors assist service providers in becoming competitive one-stop shops?

Technology vendors can help by providing customizable solutions and APIs that allow service providers to differentiate their offerings without the need for extensive in-house development. This collaboration can streamline the integration of various services and enhance overall value.

+ What qualities should service providers look for in technology vendors?

Service providers should seek technology vendors that are committed to the channel, focused on adding value, and capable of supporting the transition to a one-stop shop model. Collaboration with such vendors can strengthen partnerships and enhance the ability to meet customer needs effectively.