INSIGHT: A TRANSFORMATIONAL JOURNEY
the leading Solutions Integrator
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With IT products and services now integral to every organisation, we can confidently say that today, every business is a technology business. This means that Insight is at an exciting, pivotal point in its history.
To meet the ever-changing needs of our clients, we need to swiftly accelerate to become synonymous with integrated solutions consisting of both products and services. As THE Leading Solutions Integrator, we want our clients to see us as the trusted partner, who, through our comprehensive portfolio of solutions and 33+ years of expertise, will help them to leverage technology to transform, continually evolve and to innovate their business. In order to realise this ambition, everyone within Insight has a crucial role to play.
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How will Insight meet the ever-changing needs of our clients?
Become synonymous with integrated solutions consisting of products only.
Become synonymous with integrated solutions consisting of services only.
Become synonymous with integrated solutions consisting of both products and services.
Industry Recognised Solutions Integrator
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Come on, think about it
Well done
What is a Solutions Integrator?
A Solutions Integrator provides advisory, design, implementation, and management services for technology solutions that address clients’ business needs. Partnering closely with clients, we have provided tailored solutions that deliver business outcomes, driving their digital transformation journeys.
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We want to take this a step further. We need to become further embedded within our clients’ organisations, anticipating their tech needs ahead of time, rather than waiting for them to approach us.
Just as Apple is known for its innovation and slick design, Amazon as a one-stop shop and Coca-Cola for its taste of Americana, Insight must become synonymous with Solutions. We want to be seen as THE Leading Solutions Integrator. Creating the perfect synergy between the provision of technology and our services. We know we will have become THE Leading Solutions Integrator when industry analysts, financial analysts, clients, and partners publicly endorse our expertise in on-premise and hybrid solutions, consulting and professional services, managed services and more.
What is an Industry Recognised Solutions Integrator?
You got this!
An award-winning liquid, adopted in households all over the globe. Eg: Coca Cola
The perfect synergy between the provision of technology and services
Technology provider adding services as part of the product sale
INNOVATION & SLICK DESIGN
ONE STOP SHOP
What is this company primarily known for?
SERVICES PORTFOLIO
TASTE OF AMERICANA
TECHNOLOGY SOLUTIONS
COMPUTER RESELLER
INDUSTRY RECOGNISED SOLUTIONS PROVIDER
What is this company's ambition to be known as?
SOLUTIONS
Why become an Industry Recognised Solutions Integrator?
Why become THE Leading Solutions Integrator?
With the tech landscape continuously changing shape, our primary goal must be to continue to meet the ever-changing technological needs of our clients and to swiftly adapt to the market.
For example, with the advent of Hyperscalers (which provide cloud, networking and internet services at scale, for example Microsoft, AWS, etc.) and as-a-Service technology consumption models (for example HPE and Dell), Technology and Services have become intrinsically linked and are therefore being consumed by clients more and more in a single motion. We need to pivot and be able to provide full consulting, managed and lifecycle services to our clients.
Example
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Similarly, our partners (vendors) are looking beyond traditional resell execution and want partners that can drive services attach and consumption of their technology. They want longer-term client engagement to influence revenue, and to complement the product experience with a full range of services. By positioning ourselves as THE Leading Solutions Integrator, we will be in a prime position to manage clients across the full transformation approach, from building strategy to execution and operational management. This allows us to offer partners the opportunity to be part of our reference architectures, increasing referrals.
(continued)
Which vendors are Hyperscalers?
Nicely done!
Why become an IRSI?
That was easy!
It sounds like it could be a fun thing to do.
What's an Industry Recognised Solutions Integrator?
To meet the ever-changing technological needs of our clients and to swiftly adapt to the market.
Technology Provider
Insight’s reputation and expertise acts as the foundation to provide enormous opportunity to outperform for clients and shareholders. Market trends also indicate we need to transform faster, while maintaining core revenue/GP streams and driving value to clients. As a Technology Provider, we provide end-to-end lifecycle services around hardware and software that help our clients optimise their IT return on investments. These services are sold as part of the product sale, aligned with the motion of a client having decided on the direction, architecture, and solution.
Insight meets this need with advanced levels of technical product knowledge and services designed to add value to the products sold. Our clients are already taking advantage of this, leveraging our unique capabilities to provide end-to-end secure digital transformation solutions and services – and saving considerable costs in the process.
As we move to become THE Leading Solutions Integrator, the technology provider aspect of our business will remain crucial. However, we will leverage our expertise to offer solutions that reflect the deeper relationships we have built with our clients, building more and more for them as time progresses. This means engaging much earlier in the procurement lifecycle, ideally before the client is in a buying cycle, and when they have a business opportunity or a problem they want to fix.
A New Approach
The journey to Industry Recognised Solutions Integrator changes many of the ways in which we operate. In a Technology Provider business, we build relationships with clients and transact high volumes of hardware, software and lifecycle services often attaching simple services at the point of sale. As an Industry Recognised Solutions Integrator, client interactions change significantly, requiring deeper, more technical relationships to shift from reacting to clients’ needs to creating the need, managing complex commercial agreements, often across complex programmes, substantial partner integrations and major hardware and software engagements. These complex relationships require interactions at multiple levels, and therefore we need a new approach in order to realise our ambition.
Insight’s new approach is to implement a modern structure, anchored to the Insight Total Addressable Market (ITAM) data-led segmentation, and to expand the current account teams, ensuring we have the right resources and skills to deliver. By adopting this new structure, we will be able to play to our strengths, building on our reputation and expertise. This will be beneficial to each and every one of us individually, and also to our clients. This new approach further reflects our current disruption strategy in the Solution Integrator marketplace.
Insight’s new approach is to implement a modern structure, anchored to the Insight Total Addressable Market (ITAM) data-led segmentation, and to expand the current account teams, ensuring we have the right resources and skills to deliver.
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Good! Now let's take a look at the new client transformation layers
Richard Ramos introduces the Insight Client Transformation Model
Click here to see the Insight Client Transformation Model in more detail
Insight’s Client Value Transformation Model (Six Layer)
Solutions Integrator
Strategic
High Potential
Developing
Corporate ITAM
Nine Client Service Offerings
Seven Client Service Offerings
Five Client Service Offerings
Transformation Model
Strategic Service Offerings
- Value Added Technology & Services - Simple Technical Advisory - Specific Advisory Services - All Advisory Services - Support Services through a One Page Plan - All Professional Services - Managed Platform through an Account Development Plan - Transformational solutions with Managed Services - Some Consulting Services through an Account Development Plan
High Potential Service Offerings
- Value Added Technology & Services - Simple Technical Advisory - Specific Advisory Services - All Advisory Services - Support Services through a One Page Plan - All Professional Services - Managed Platform through an Account Development Plan
Developing Service Offerings
- Value Added Technology & Services - Specific Advisory Services - Simple Support & Managed Services - All Advisory Services - Support Services through a One Page Plan
Configuration & Supply
SMB ITAM
One Client Service Offerings
Adoption & Optimisation
Enterprise & Global ITAM
Three Client Service Offerings
Assess & Select
Four Client Service Offerings
Assess & Select Service Offerings
- Value Added Technology & Services - Specific Advisory Services - Simple Support & Managed Services
Adoption & Optimisation Service Offerings
Configuration & Supply Service Offering
- Value Added Technology & Services
The EMEA SLT will review eligibility for clients to be in this layer each year. They could move back to either Developing or Assess & Select depending on their purchasing trends.
Corporate ITAM clients will move to the Strategic Layer if they purchase a Managed Service from Insight.
An exception process is available to the Country GM through the year to justify new additions.
All SMB clients remain in the Configuration & Supply layer.*
Clients will remain in this layer until they start to purchase Advanced Consulting Services from Insight.
All enterprise clients remain in the Adoption & Optimisation layer.*
* Exceptions to be approved by SLT
Strategic Clients aligned to this layer already have transformational managed services with us, with some consulting services. As well as Corporate AI, this will include a select number of healthcare clients, an area where we are seeing significant investment, particularly around Data & AI, as healthcare becomes increasingly revolutionised. The goal of the account team will be to continue to maintain relationships, whilst simultaneously trying to grow and be chosen as the trusted partner in new areas not yet won. This will be achieved through quality customer service and ultimately, the renewal of the existing managed services and all associated project delivery.
High Potential Clients in this level are classed as having a high potential to buy managed services from Insight, whether foundational or transformational. The subsequent goal of the account team is to build Insight’s client value relationship to a level where a Managed Service can be sold, with careful account win strategy planning. ...................................................................................................................Insight has developed Foundational Managed Services to initially position with these clients however, there will be opportunities to grow the relationship further. Each deal should be used to gain access to more senior leaders in the Client’s organisation, building enough credibility to be invited to propose a Transformational Managed Service either directly or in a bid.
Developing This is the first of the Solutions Integrator layers and clients aligned to this level will be targeted with more advanced Advisory and Support services to build Insight’s credibility as a Solutions and Services Provider. There is a key shift from the Technology Provider approach to driving client value via the Solutions Integrator method. This new approach requires account planning, relationship building with more senior client leaders to develop opportunities to help the client with their strategy, ongoing IT evolution and ultimately the client’s next transformation. The goal at this layer is to become the client’s trusted advisor.
Assess & Select Insight’s Solution Integrator Strategy is targeted at Corporate clients. Due to our extensive client base, we can’t mature every client relationship at the same time. At this layer, we will have already conducted business with the corporate-sized client, but not yet started to sell more complex consulting services. We can sell all of our Configuration and Supply and Adoption and Optimisation Services to these clients, but we should start to build deep relationships at this level with the client, so that we’re laying the groundwork to be considered a trusted advisor. We need to identify how we can provide Advisory services to these clients, so that our consultants can start to build a picture of how we can potentially help and start to mature how we work with the client to deliver more complex services.
Adoption & Optimisation Clients aligned to this layer are the largest companies in the world and include large Public Sector clients in Government. They spend considerable amounts on hardware and software and our value proposition to them is based around helping them to drive improved return on investment. Insight has a set of services which enable these clients to get the best from Products: Hardware, Software & Cloud with offerings that include support services such as Onecall / Cloudcare, Adoption services: helping their users get more value out of the Hardware and Software we supply, and Optimisation services: helping them spend more effectively with major software vendors such as Microsoft or SAP. Insight has specifically aligned these services to this client layer, however, there may be opportunities for these clients to mature into the SI motion with Insight, if account teams feel there’s a business case. All services listed in the Configuration & Supply layer can be sold here too.
Configuration & Supply Clients aligned to this level include SMB ITAM and Public Sector Education Clients. There is enormous opportunity in this layer to continue to drive value as a Technology Provider. Sales and account teams will focus on Insight’s core value-added resale motion of Hardware, Software and Cloud (inc. Cloud Care) products. Services sold to these clients will only be those delivered by the Integration Centres (e.g., imaging), Finance (leasing), OEM’s (warranty services) and Insight Services where Cloud Care is attached to the CSP licensing model of Azure Cloud, as per contractual support obligations from Microsoft. These clients will not move into new layers by design, unless exceptional circumstances apply, such as a start-up sees rapid growth, moving them into a corporate sized client bracket.
Click the video icons on each layer to view the Client Transformation explainer videos
Clients will move from Assess & Select to this layer if they purchase Advanced Consulting Services.
Public Sector and Cloud Channel clients could operate across any of these segments. This will depend on IT budget in-line with ITAM model.
A final word from Richard Ramos
Which 3 Client Transformation Layers fall under Technology Provider?
Good job!
Which 2 layers can clients not move from unless a business case is made to the SLT?
Well remembered!
Which 3 Client Transformation Layers fall under Solutions Integrator?
Ready for another?
Which of the following layers does not offer Support Services?
Well played!
Which statement is true?
All enterprise clients remain in the Assess & Select layer.
All enterprise clients remain in the Adoption & Optimisation layer.
All SMB clients remain in the Assess & Select layer.
Congratulations!
