The 5 Most Common Objections You’ll Get When Selling UCaaS

When introducing your customers to a new technology, there are a number of objections to overcome. With the B2B buying cycle changing, customers are often more educated than ever before and will have particular concerns that are relevant to their organisation. The impetus is on the MSP provider to be the subject matter expert on these common concerns.

Based off our collective experience in the MSP sector, we’ve collated the top 5 most common UCaaS sales objections and how to overcome them:

1) “Our current technology has been doing okay for now. We’ve always done it this way and we don’t want to change”

When the pandemic hit Australia and New Zealand in 2020, a number of businesses had to urgently create remote working environments which included bootstrapping communications capabilities. Now, with remote working looking to stay, some of these businesses may fear change or be stuck in the thought of “it got us through the pandemic, we should be alright.”

Speaking to your customers about how UCaaS can optimise their remote working scenarios by easily provisioning softphones, Teams, chat and integrate work calls into mobiles enables remote working for long term. According to the Productivity Commission’s latest report, Australian and New Zealand workers will spend more than 50% of their time on communication platforms completing work tasks. This includes video chat, teleconferencing and text chat. This makes a compelling reason for companies to consider a UCaaS solution for long term change.

2) “We’re worried about cybersecurity”

Australian and New Zealand organisations today are hyper-aware about their need for cybersecurity resilience, however, a vast majority of them are under protected. Many organisations will forgo implementing new technology because they believe it’ll add another layer of vulnerability to their existing technology stack.

To start (or expand on) the security conversation, MSPs and CSPs are in a strong position to relay the advantages of UCaaS to mitigate security vulnerabilities.

UCaaS solutions, such as Access 4’s SASBOSS™, have inbuilt security features that protect customers from their DIY set-ups or legacy voice technology. Some of these features include:
➔ Safe and secure VOIP calls – including TLS encryption at end-points
➔ User access permissions and controls – no unnecessary access to features that could share or leak important data
➔ Monitoring of fraudulent activity through platform logging – versus low-visibility in standard VOIP or telephony systems
➔ Avoiding data leakage across multi-tenancy – the use of hypervisor to separate and divide cloud tenants in the same data storage facility
➔ Compliance with NDB and GDPR – UCaaS solutions often give visibility and data on files that are transferred through voice systems, allowing compliance to be achieved.

3) “It’s all too hard. We don’t want to have to manage another platform”

MSP’s will often have oversight or manage a number of customers communication platforms across voice, video, chat/IM, presence and collaboration. Each of these platforms has the onus of management over billing, provisioning and onboarding for new services. It is understandable that customers are exhausted with the dizzying array of platforms they have to manage and the platforms that are being sold to them.

The benefits of UCaaS, such as Access 4’s SASBOSS™, is the single unified platform to manage all of these services whilst giving visibility across security, billing, data usage and system administration. So instead of customers managing up to 15 different platforms, they can now consolidate into one – saving time and effort along the way.

4) “We’re too small. We don’t need something that big”

MSP’s customers who have only five or ten staff often qualify themselves out for UCaaS solutions – assuming they are too small for such a solution. However, as the majority of these businesses now work remotely with no office space, it is even more important for them to have a collaborative UCaaS solution.

Unified communications encompass multiple forms of communication – instant messaging, reliable video conferencing, email and telephony. In small businesses, these are often taken for granted via usage on personal phones, however, business owners often lose out when their staff leave the organisation and there is no trace or record of any of their customer communications. Not only that, small businesses rely on the productivity of a group of trusted workers – without visibility of that productivity, MSP’s customers can often risk business continuity and growth at key times.

5) “We don’t want to be locked in”

One of the value benefits of some UCaaS solutions, including Access4’s SASBOSS™, is the ability to provision services in a flexible, scalable and time-crucial way that supports business agility.

Such platforms are built with open API’s, thus allowing existing technologies such Cisco, Microsoft and major carrier telephone lines, to integrate into the platform allowing customers to keep their existing technology investments and consolidate the management of it. With this degree of flexibility, MSP’s are then able to offer a variety of upsell and cross-sell opportunities – mixing a Microsoft Teams with a Cisco VOIP line, and provisioning within 4 hours through the UCaaS platforms. Customers can see activity, reports and billings on their custom builds as well as seeing opportunities to add on more services, or collaboration features.

Armed with these objection management points, MSPs and CSPs should be ready to take customer objections head on and confidently explain why they need to keep up with modern communications technologies. In fact, we’re so confident that our MSP partners can sell voice and UCaaS solutions that we are willing to provide a $50,000 AUD ARR credit on new partner accounts for their first 12 months of partnership (subject to terms).