With Highlight, Service Providers and channel partners can deliver an easy-to-understand service assurance wrapper around new services – in or out of the cloud - that can pave the way for the provision of higher value offerings such as managed applications. The Service Provider, supplementary cloud providers and enterprise customers – everyone in the service delivery chain – can use Highlight’s easy-to-understand graphical reports to prove that service levels (SLAs) are being met.
Malcolm Murphy, Channel Sales Director at NetEvidence says, “Highlight enables Service Providers to differentiate their services and deliver a future proofed platform that works at a business-level. It has the dual virtues of being engineering quality and management clarity.
“Many Service Providers may currently deliver a single service to an enterprise customer such as running the network. But as the enterprise moves more services into the Cloud such as a data centre, VoIP, CRM and other business critical applications, they will establish relationships with a number of suppliers – and the whole market will fragment. Highlight enables the Service Providers and channel partners to maintain and grow their relationships with customers rather than allow their business to be shaved away by competitors.”
Highlight was created in 2000 for use by Service Providers – it was a multi-tenant and multi-level service from day one. Service Providers, both large and small (such as Verizon, Telstra and Claranet), have been attracted to the independent information generated by Highlight. They have built Highlight into their own systems to deliver both clarity and openness to customers in a format that everyone can understand.
Malcolm adds, "Most importantly, Service Providers can generate new revenues with Highlight – both at the initial sale and once a customer is using it. Since Highlight presents information in a form that is easily understood, it proves that the Service Provider delivers on its promises - thus building trust. This in turn reduces churn. Our research shows that customers using Highlight are four times less likely to churn than those without. And because the Service Provider is continuously proving the delivery of existing services, it provides a platform to sell higher value offerings such as managed applications.”