Dialect unlock efficiencies with Microsoft CSP Indirect Reseller model shift

The pivot to Microsoft CSP Indirect Reseller

Dialect initiated a review of potential distributors, focusing on three key criteria: deep expertise in Microsoft licensing, the ability to deliver ongoing training and enablement, and access to a modern, efficient billing platform.

The evaluation process ultimately highlighted both technological and cultural differentiators in favour of SoftwareOne (formerly Crayon). “The Cloud IQ platform stood out immediately,” remembers Kargus. “The layout was brilliant, it had much more functionality than our old platform, and it was very fast.”

Equally important was SoftwareOne’s approach to collaboration. “What we saw was a solution-oriented mindset, and this has been invaluable throughout. It doesn’t matter what I come with – SoftwareOne says, ‘We’ll find a solution.’ This responsiveness, combined with SoftwareOne’s strong support capabilities, reinforced confidence in our decision.”

An additional benefit was SoftwareOne’s relationship with KR System, a specialist in the Pyramid ERP deployed at Dialect. “This was a double gain for us because KR was able to build a new billing system at an exceptionally competitive price.”

Technically, the project execution was seamless, but transitioning to an Indirect Reseller model required a comprehensive restructuring of Dialect’s Microsoft environment. This included establishing a new organizational framework in which individual franchisees were onboarded as partners within a unified structure – a painstaking process that took four months.

However, once the groundwork was complete, execution proceeded efficiently, and 16 of Dialect’s 17 franchises have been transitioned.

“Thousands of licenses were transferred in a couple of days,” Kargus says. This was not a trivial undertaking, as Dialect Group collectively has several thousand Microsoft licenses.

“The pivot to Indirect Reseller took a bit longer than expected because of the onboarding process,” says Kargus, “but once it was done we all felt the benefits immediately – and they exceeded our expectations.

The benefits of CSP Indirect Reseller model

The transition to Indirect Reseller model has delivered significant operational improvements, particularly in reducing administrative overhead. “My life is so much easier,” says Kargus. “I probably save five to 10 hours every month because I don’t have to do any billing.”

Manual processes, including complex tracking of incentives, have been fully eliminated. “I had a horrible Excel file but that’s all in the past. I don’t have any headaches anymore!”

Support has also improved markedly. Under the Direct Bill model, response times could extend to several weeks but now, with SoftwareOne responsible for support, this has been cut to “maybe a day or two”, enabling faster resolution and improved service levels.

For franchisees, the benefits extend beyond efficiency. The Indirect Reseller model provides access to a broader portfolio of solutions, improved pricing structures, and a streamlined provisioning experience. “Franchisees can order a whole spectrum of licenses [through the Cloud-iQ platform], such as Adobe, BitTitan, and many others,” says Kargus. “It’s not just Microsoft. Solution procurement is much quicker, and everything is in the platform.”

Automation has also transformed financial workflows; franchisees can now directly access billing data and integrate it into their own systems. “They can download the data and import it directly into their ERP system. All incentives go directly to them.”

Training provided by SoftwareOne

A key component of the Indirect reseller transformation has been the expansion of training and enablement. Dialect now delivers structured programs to its network, supported by SoftwareOne.

“We have regular updates and knowledge-sharing sessions with SoftwareOne to ensure that franchisees are aware of new capabilities and commercial opportunities,” says Kargus.

This increased enablement is already driving tangible impact.

“It’s a whole new world. Many of the 200 members in the Dialect family didn’t even know they could buy other licenses through Cloud-iQ,” Kargus says, underscoring the shift in both awareness and engagement brought about by its engagement with SoftwareOne.

“We have an upcoming session on Copilot technician training, and I’ve invited all our members to that.”

Kargus adds that as part of Dialect’s service package with SoftwareOne, the group receives a number of free E5 licenses which will be upgraded automatically to E7 later this year. “And E7 contains licenses for Copilot,” she continues, “so this will complement the training and is a nice, unexpected benefit of our relationship partnership with SoftwareOne.”

Strategically, the enhanced offering has strengthened Dialect’s ability to attract new franchisees and will make it more straightforward to onboard them. “When we say we have good discounts and a strong partnership with SoftwareOne – that’s very attractive,” Kargus observes.