Four Reasons Why In-Region Integration Support Is Valuable

Aug 23, 2018

Principal Integration Engineer

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When it comes to launching your partner marketing program, it’s often the people behind the scenes who ensure a successful launch. Whether you’re migrating from an affiliate network or taking your first steps into the world of partnerships, a dedicated Integrations team is pivotal in your journey.

But what does an Integrations team actually do?

Your Integrations team is ultimately responsible for technical implementation of your partner management platform and program, as well as providing ongoing technical support. They ensure that your Partnerize launch goes to plan and that the technology is configured to meet your business needs.

During the on-boarding/migration phase, they are responsible for reviewing, scoping and implementing client technical specifications, launching new campaigns, and conducting testing to ensure the platform achieves all the client’s objectives. Post-launch, an Integrations team will provide technical support, liaise with a client’s technical team and Partnerize customer success team for deployment and enhancements whilst debugging any technical issues that arise.

For both new and existing clients, there are so many benefits to having a solutions provider’s integration resources in region and in the same or similar time zones. Here are just a few of the reasons why.

 

1. Responses During Your Work Hours

Having a Integrations team in a similar time zone as your normal working hours means that you will usually receive a response within your work day. Whether the matter in question is minor or major, it makes sense to be able to get the support you need at times that are convenient to you.

Surprisingly, many technology companies still rely on global integrations teams to service markets across geographies. For example you’ll often see Australia- and Asia-based clients having to rely on integrations engineers based in the US.

If your matter of concern is relatively minor or not time sensitive, waiting multiple days for a response may not seem so problematic. Though it can feel frustrating. And when it’s a high-priority issue or opportunity, prompt response times become significantly more important as there are often implications to strategy that are dependent on the answer.

 

2. Familiar Experts 

When you’re launching your partner program, particularly if it’s your first time operating in the channel, it’s imperative that your technology provider understands what you’re trying to achieve and the technical requirements around that. What’s even better about an in-region Integrations team is that you can actually work regularly with the same individuals, who get to know your integration extremely well and understand any unusual characteristics.

For some brands, support in similar time zones will sometimes even mean that your integrations and support teams will be down the street or across town. If your team is based locally, they can meet you in person to hold deployment days, meet with your technical team, or hold in-person progress meetings to ensure your launch is on track. Meeting with your Integrations team face-to-face means you’ll get used to seeing the same friendly faces, who you know understand your business and want to work with you to achieve your goals.

No solutions provider can offer support based in every city in which their clients work, but the more similar your workdays and the shorter the distances between you, the more likely you are to have strong relationships.

 

3. Knowledge Transfer & Support

As important as your Integrations team is in the launch of your partner program, working with you is a team effort involving Partnerize Customer Success and Client Services resources. At our company, we based our teams across nine different locations around the world, so that your counterparts are convenient to you.

For example, in Australia, we have a comprehensive Client Success, Client Services and Integrations and Support teams based in Sydney, so that our clients in Australia get the support they need — when they need it. And because all of these resources are based in one office, they work together to understand needs and implement solutions that work for the specific needs of the client.

In other markets where we do not have offices yet, we provide guidance and support from teams in adjacent markets and time zones to offer the best possible level of service as we grow. Plus, our team in other regions can pitch in when issues arise outside of your normal working hours.

 

4. Actionable Market Learnings

Having Integrations teams that are well-versed in your market dynamics means that their advice will likely be more useful and valuable. Not only do they take the time to keep on top of trends affecting the industry, they’re much more heavily involved with nearby clients. This means they can better support your business with updates relevant to you.

On top of this, they can keep you up-to-date with what’s happening globally and apply and learnings that could be relevant locally, all in your regular working hours.

 

At the end of the day, we think clients are best served by integration teams that are able to deliver outstanding support within your office hours, provide counsel and expertise on your market, and come to learn the specifics of your needs more quickly. Your Integrations team might often operate behind the scenes, but the ability to work with them in ways that ensure a closer relationship brings a range of benefits and ultimately a stronger support system.

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26

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18

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738

VP Revenue in Sales EMEA

275

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14

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