A new on-boarding and post-sales support platform has been launched by Mural, a provider of cloud and managed IT services. The Platform MaaX solution aims to accelerate cloud implementation and improve satisfaction for small and medium-sized businesses (SMBs).
Managed service providers (MSPs) may take advantage of Platform MaaX as a private label service designed to accelerate the path to revenue. The solution also ensures users maximize the benefits of their cloud services by increasing activation rates up to 233 percent and lowering customer churn by as much as 70 percent.
It may also be implemented as a Mural-branded managed service, which is delivered from the Mural Customer Experience Center in Tucson. The offering may be licensed, which includes the use of all tools, methods, content and data analytics. It supports a variety of mission-critical SaaS services from partners like Mozy by EMC, a provider of cloud backup services.
The offering also supports IaaS services like virtual servers and cloud storage to help customers migrate their IT infrastructures to the cloud. The Parallels APS package, announced recently, aims to help partners get up and running quickly with low upfront setup costs and very little integration work required.
Platform MaaX includes a variety of tools like an activation scheduler, rapid on-boarding and data migration applications, workforce and workflow management, advanced multi-mode communications, script development and customer interaction tracking. The solution uses cloud service-specific on-boarding processes and workflows as well as expert hiring profiles and the Customer Experience 360 training and certification program.
Additional features include an adaptable data model for creating cloud-centric customer profiles and cloud service-specific data-gathering APIs. These are combined with in-depth dashboards and reporting capabilities. Platform MaaX also provides a user-centric knowledgeable, comprehensive sales and marketing support and third-party content gathering and rebranding capabilities.
"Cloud-based applications can offer increased flexibility and lower upfront costs for many companies, but some organizations are inexperienced at deploying them, which can sometimes be a barrier to adoption," said Simon Kingston, sales director, Global OEM, Mozy. "Mural uses its expertise in deploying cloud services and its in-depth knowledge of Mozy's cloud backup and access solutions to assist organizations on their journey to the cloud, with tools like Platform MaaX."
"Adopting new technology can be time-consuming and intimidating to small and medium-sized businesses, leading to low activation, underutilized services and high turnover," added Steve Zimba, president of Mural. "We're hearing from our partners and customers that it's very difficult to make the move to the cloud. We have built Platform MaaX to address this exact challenge."
Edited by
Alisen Downey