Leveraging the benefits of technological complexity can be a tricky business.  

The move to the cloud; harnessing the hybrid working revolution; unifying the myriad mission-critical communications tools upon which the future depends. 

For mid-market enterprises in particular, plotting a profitable route on this most modern of journeys requires the support of an IT Managed Service Provider which knows the road – and which itself is partnered with experts in making it as smooth as possible. 

In today’s time-starved, simplicity-hungry work environment, automation is the key.   

And that means that picking partners with the smarts, the culture and the expertise to deliver is about as important as it gets. 

“It’s not so much about technological functionality as much of that is now commoditised – instead it’s about the value that can be added by our ability to help customers simplify, automate and self-manage their digital transformation experience,” says David Russell, General Manager, IT Services at Nexon Asia Pacific which, together with its global workplace management software provider VOSS, is enabling customers to benefit big. 

Cloud pioneers since 2003 and a unified communications early-mover, Nexon was the first MSP in Australia to deliver a Microsoft Teams telephony system and has been doing so successfully for several years. 

It deploys a VOSS Automate digital transformation platform configured with a clever ‘customer builder’ workflow that ensures onboarding AND subsequent user management is slick, quick AND profitable. 

It integrates Oracle SBCs split across two data centers for redundancy, and it incorporates VOSS Insights to provide insightful end-to-end performance management of the voice solution. 

It is a partnership rich in shared values – and one which enables Nexon to drive its own growth alongside that of its customers.   

“We have long had all the commercials and all the engineering; it became a question of how can we differentiate ourselves?” says Russell. 

“For us, that is a service play. For example, with the support of VOSS, we are able to provide our customers with an intuitive web portal they can use to manage many of their processes and control their IT costs. 

“With the support of VOSS, we have turned five-day customer roll-outs into one day; obviously impacting positively on our customers’ experience but also on our own profitability.” 

Nexon UC Team Lead Bruce Knox concurs. 

“Our customers often have limited IT budgets and so want simplicity and ease of use,” he says. 

“The VOSS platform is a modular system: some customers want the ability to manage their systems on a small scale, others want full access to self-serve everything. It enables us to react faster to customer requests, remove manual touchpoints, reduce costs and standardize service delivery. The VOSS team we work with understand our needs and those of our customers and together we are able to deliver effectively and efficiently.” 

Of course, that opportunity for MSPs to transform their customers’ workflows is fuelled by a general increase in user confidence within small-medium-sized enterprises. 

Smart MSP/provider partnerships can leverage that increased confidence to provide solutions that would once have required sophisticated IT resource support.  

“Making the complex simple, leveraging the economies of automation, helping end user enterprises self-serve – these are the new differentiators for MSPs,” says Tim Jalland, Solution Manager at VOSS. 

“The move to the cloud can be challenging for small and medium-sized businesses in particular so being equipped to help them make the transition AND manage their new environment more easily going forward can be potent factors in the relationship. 

“Ever-evolving digital transformation will always drive demand for increased automation and simplicity. 

“For system integrators and MSPs, the ability to satisfy that demand will be key.” 

 



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