Examples and figures in this article are illustrative. They are not Zoney prices, typical reseller results, margin promises or retention guarantees. Customer revenue, direct costs and payment timing depend on the actual agreement and service workload.
Installing digital signage can generate a project. Servicing the system can create a customer relationship that lasts much longer.
After installation, someone still needs to manage software, troubleshoot devices, add users, update content and answer questions.
Some customers want to handle all of it. Others would rather pay their provider to handle part or most of it.
Start With What Happens After Installation
List the continuing responsibilities: uploading and scheduling content, managing users, adding screens, troubleshooting playback, managing devices, training new employees, changing playlists, updating promotions, monitoring the system and contacting support.
A service package defines which responsibilities belong to the customer and which belong to the reseller.
For the initial project, scope hardware and installation separately.
For the practical process, design the first customer handoff.
Divide Services Into Categories
Software
Platform access, scheduling, users, device administration, updates, applications and features.
Technical Support
Remote troubleshooting, configuration assistance, player troubleshooting, account support, user assistance and escalation management.
Device Management
Player configuration, device administration, screen organization, remote management and replacement coordination.
Content Services
Uploading customer-supplied content, scheduling campaigns, playlists, template customization, promotional updates and basic graphic changes.
Creative Services
Original graphics, campaigns, menu design, motion graphics, custom templates and branded content.
On-Site Services
Equipment replacement, troubleshooting, installation, inspection and hardware changes.
Identify Three Main Customer Types
- We'll Manage It — software, training and basic technical support.
- We'll Handle Content, You Handle Technology — software, device management, remote support, user administration and account assistance.
- We Don't Want to Manage Any of This — software, devices, content scheduling, defined content changes, user administration, support and account management.
Package 1: Customer-Managed
Include software, customer account, device access, initial configuration, administrator training and standard remote support.
The customer handles creation, uploading, scheduling, playlists and routine account management.
Package 2: Reseller-Supported
Add device management, user-administration assistance and periodic account review while the customer still manages most content.
Package 3: Fully Managed
Include software, device management, support, user administration, content scheduling, defined monthly content changes, account management and periodic review.
Creative services can be included or sold separately.
Don't Use Package Names That Require Explanation
Names tied to responsibility—Customer-Managed, Reseller-Supported, Fully Managed—can communicate more than Bronze, Silver and Gold.
Create Clear Boundaries Between Packages
Use a service matrix to distinguish software, basic support, device management, user assistance, content scheduling, monthly content changes and account reviews.
Put Limits on Labor-Based Services
Do not sell unlimited employee time for a fixed monthly price. Define allowances such as four standard customer-supplied content updates per month or two hours of content-management service.
Separate Content Management From Content Creation
Content management uploads, schedules and assigns completed assets. Content creation produces the graphics, animation or campaign. They require different labor and should be priced separately.
Define Support Levels
Define email, phone, remote troubleshooting, response windows and priority support. On-site support may be separate.
Establish Turnaround Times
Define standards such as two business days, one business day or same-day for qualifying requests before a cutoff. Price emergency or after-hours work separately.
Decide How On-Site Service Works
Options include separate billing, discounted rates for higher plans, defined annual visits, local coverage plans or hardware service agreements.
Decide Whether Hardware Support Is Included
Options include manufacturer warranty assistance, billable replacement service or a carefully modeled managed hardware coverage plan. Avoid open-ended replacement promises.
Add Account Reviews to Higher-Level Packages
Quarterly or semiannual reviews can cover active screens, locations, users, content, device status, training and expansion opportunities.
Make Add-Ons Available
Custom graphics, motion graphics, additional content changes, on-site support, training, integrations, specialty applications, equipment coverage and extra account reviews can remain add-ons.
Price Based on Your Cost to Deliver
Include software cost, support labor, account-management labor, content labor, administrative cost, third-party services and expected usage. Set a price that covers those costs and leaves the planned contribution.
For the pricing method, calculate prices from delivery costs.
Model the Package Before Selling It
Illustrative supported account:
-
Monthly revenue: $250
-
Platform: $50
-
Support labor: $20
-
Account administration: $15
-
Device-management labor: $10
-
Direct cost: $95
-
Illustrative gross contribution: $155
Stress-test support usage, screen growth and cost changes. Figures are hypothetical and not Zoney pricing or expected results.
Model High-Usage Customers
Average usage can hide risk. A few customers with excessive content or support requests can consume the margin generated by many ordinary accounts. Service limits help control that risk.
Create a Standard Service Agreement
Document included/excluded services, content allowances, support methods, response expectations, on-site service, billing, renewal, cancellation, hardware ownership and additional-service rates.
Make Upgrades Easy
Define how customers move to higher service levels and how screens, locations, content allowances and added services are priced.
Don't Create Packages Your Team Cannot Deliver
Build packages around capabilities the company can deliver consistently. Do not promise unlimited design or rapid on-site support if staffing cannot support it.
Standard Packages Make Sales Easier
Standard service levels give sales, operations, support and billing a common framework and tell customers what to expect.
Review Package Profitability Regularly
Track support time, content requests, administration, software costs, retention, upgrades, gross margin and common add-ons. Adjust using real customer data.
Where Zoney Fits
Zoney provides the software layer partners can combine with their own support, content and account-management services. The partner defines responsibilities, service allowances, response commitments and price. Verify the platform functions required to deliver each package before promising them to a customer. The example tiers in this article are not official Zoney plans.
The Best Package Defines Responsibility
A strong service package answers who handles what. Start with a small number of service levels, define labor, separate management from creative work, price on-site service appropriately, give customers an upgrade path and track delivery cost.
Use these responsibilities to build the wider reseller operating model.
Discuss Your Service Model
Start a free trial to review the platform, or talk with Zoney about your customer requirements.