We’re all familiar with the rigors of getting new technologies deployed in the customer’s environment, but sometimes even technologies that are widely deployed suffer from poor uptake and require a little help from channel partners in building customer enthusiasm.
Take desktop-as-a-service (DaaS) for example.
DaaS can be defined as variation on virtual desktop infrastructure (VDI) that is hosted over the cloud and managed on a multi-tenant subscription basis by a third-party service provider, who is generally on the hook for security, storage, backup, updates, additions and drops, etc. Where DaaS is cloud-based, pure VDI is on-premises. Each has its own pros and cons, but DaaS tends to be the more popular option among SMBs due to its relative simplicity and economic advantages. Benefits include a focus on OPEX instead of CAPEX, easy scalability in environments with seasonal workforces, cloud-based server redundancy, access through a secure gateway, compliance tracking support and management through a variety of platforms. However, none of these benefits deliver any value until the people at their desks begin to use it and become familiar with it.
According to research from CompTIA, more than 80 percent of end-users claim to have virtual desktop/DaaS in use at their company, and two-thirds of responding channel firms claim it as an offering that they provide. Yet the level of actual use is somewhat questionable or some users may be confused by the definitions.
“Based on these numbers, it appears that desktop-as-a-service has relatively high penetration,” said Seth Robinson, senior director of technology analysis at CompTIA. “However, I think there is probably a difference between having the tool in place and having it heavily used or strategically integrated.”
Robinson’s assessment runs parallel with that of at least one company packaging this service for their customers.
“Service providers should work with their customers to figure out why they are afraid to move to the cloud,” said Crash Lowe, a member of CompTIA’s Distributor Advisory Council and COO of Waterdog Technologies, a Springfield, Massachusetts-based, born-in-the-cloud distributor whose founders also run one of the largest MSPs in the western part of the state.
A subsequent group discussion at a meeting of CompTIA’s End User Commission yielded a number of concerns, including fears surrounding a perceived loss of control, bandwidth limitations and the degree to which such heavy reliance on a browser can impact RAM. These combined objections span rational and comfort issues. Without a compelling reason for the person at the keyboard to make the change, acceptance seems to be spotty at best.
Lowe said that the right strategy can help solution providers address these issues. First, he suggests they initially use this service within their own organization before their sales teams go on the hunt. This can go a long way towards building a better understanding of the customer experience and designing platforms that are inviting and easy to use. Once that knowledge is gathered, Lowe advises providers to first pursue smaller customers in which DaaS can be more easily managed.
“The desktop has the same Windows platform already known to the customer,” said Scott Markey, senior vice president of sales at iTopia and a partner of Waterdog Technologies. “The apps and data are easily set up and moved in and CPE can run alongside it, supported by backups until the customer is ready to make the final leap into the cloud. End-users just log in and everything looks the same. There’s no need to cut the cord until the customer is ready. Just keep your backups current and you can switch back if the customer wants.”
Although Lowe and Markley report strong growth in the last six months, they also say that uptake has been slowed by a lack of customer understanding. Their emphasis has moved towards helping customers better understand the overall value and ease of use.
“As the benefits become clearer, users demand will increase over the next two to three years,” Lowe said. “Most of them will be looking at this option when they’re facing a technology refresh. And it becomes a very viable option because the numbers speak for themselves.”
