White-Harris Keeps Brand Equity, Grows Revenue

As a true partner-first company, Intermedia goes to work for its partners with the products and support that help them maximize their success in the channel with the opportunity to earn up to 5x more revenue. But rather than us telling you about the Intermedia Partner Advantage, hear it from our partners themselves.

With 34 years of telecom experience, White-Harris is a leading provider of business communications for companies of all sizes in the greater Philadelphia metro area. They pride themselves on delivering high-quality, reliable solutions while also offering exceptional service and support.

To continue delivering the best communications solutions on the market and add a cloud-based option to their portfolio, White-Harris began looking for a new VoIP partner that provided more tools that their clients could use to communicate and collaborate more effectively. White-Harris’ President, Bernard White, and Technical Specialist, Gerard Dennis, recently sat down with us and shared why they chose Intermedia’s product set and Customer Ownership Reseller Model (CORE™) to take their business to the next level.

Finding the Right UCaaS and CCaaS Technology Partner 

In White-Harris’ search for a cloud communications provider that offered a comprehensive set of integrated products to better meet the communications and customer care needs of today’s businesses, Mr. Dennis noted, “We had a provider, but knew we needed a more reliable, secure, and well-supported stable of solutions that all worked together to help an ever-increasing hybrid-work world stay connected and collaborative. So, we took our time – 6 months or so – vetting vendors to find the right fit. That’s when we found Intermedia.”

White-Harris white labels and resells Intermedia’s Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) solutions under the White-Harris brand, offering stand-alone versions of each or as a fully integrated platform to meet the complete communication needs of a business.

Intermedia’s UCaaS offering includes the critical tools businesses need to better communicate and collaborate from wherever, including business phone, video conferencing, secure file sharing and backup, chat, and more all accessible through both desktop and mobile apps.

Intermedia’s omnichannel cloud contact center solution is built to deliver superior customer care from wherever agents are located and centralizes the handling of web chat, email, and SMS interactions in a single application. Intermedia Contact Center deploys in days, not weeks, and includes customizable IVRs (interactive voice response), real-time performance dashboards and historical reporting to improve current and future customer experiences and aid with staffing levels and features ready-built CRM and WFM integrations (e.g., Dynamics, Salesforce, Zendesk, Slack).

Mr. Dennis stated, “It was a no-brainer for us to make the switch to Intermedia.”

Helping Healthcare Workers Stay Connected

With one integrated platform offering both UCaaS and CCaaS capabilities, White-Harris could help their clients stay connected and productive from wherever work takes them. And with a large part of their accounts in the healthcare industry, they knew that flexibility would be a priority.

“We support many in the medical field, and since these are essential workers, we began to get calls from clients about remote operations, asking if they could move their work phones to their homes in order to work remotely. In some cases, the answer was yes, but it would cost an exorbitant amount to upgrade,” Mr. Dennis explained.

The challenge, as he described, was due to antiquated on-premises systems not having the flexibility of being location agnostic. However, they knew that with the Intermedia portfolio, they could meet their customer’s needs, both in the short and long-term, and ensure that those working in healthcare would remain compliant with any regulations without having to worry about security.

White-Labeling Keeps the White-Harris Brand Front and Center

One of the most compelling reasons that White-Harris chose Intermedia was the ability to white label the products as their own. After three decades of business, White-Harris built a significant amount of brand awareness in their service area, and that’s something they didn’t want to lose.

Intermedia’s white-label reseller opportunity allows the company to continue building business value all while maintaining ownership of their customer relationships, which was also a priority to them.

Owning the customer relationship through Intermedia’s Customer Ownership Reseller Model (CORE) means that resellers maintain those bonds they work hard to create. Resellers close the deal, provide customer support, and handle billing, while Intermedia assists its resellers with everything from onboarding, online training, marketing and sales materials, 24/7 product support, in addition to managing telco taxes and more. Resellers like White-Harris buy wholesale from Intermedia, set their own prices, and can realize 5x more revenue than traditional agent models.

“We’re now your all-in-one communications provider. And we love that our logo shows up on the phones and interfaces. We never considered any type of agent model because we didn’t want to lose relationships.”

The CORE Program Delivers Support That Others Just Couldn’t Match

Mr. White also offered insights into how Intermedia’s support factored into their decision. “In recent years, it’s become more about service. Intermedia’s knowledge about its own product was a selling point for us. Our other partner didn’t have the resources to run a support program, and Intermedia does, which makes our lives a lot easier.”

With Intermedia’s CORE program, resellers receive comprehensive training and continued education programs to keep them up to date on the latest product offerings. Additionally, they have access to sales and marketing materials to brand as their own. These value-added aspects of the relationship made a difference to Mr. Dennis and Mr. White and were something other providers couldn’t match.

Intermedia Offers True Partnerships that Allow Partners to Succeed 

Mr. Dennis summed up why changing communication providers was a great decision for White-Harris. “Intermedia offers a partnership that gives you an opportunity to increase the revenue of your business and improve the relationships with your clients. Bottom line.”

For telecom companies and managed service providers that haven’t embraced cloud-based communications, Mr. White had parting advice. “If you’re not doing VoIP but are providing all these things over the network, what’s holding you back? This is a great product with a margin you can control. It can’t be the lack of support because that’s there. It must be fear of the unknown, but it’s time to take that next step. You’ll get the support you need and add top-line revenue.”

More of the interview with Mr. Dennis and Mr. White, can be seen here.

Scott Anderson

Scott Anderson is Intermedia's Chief Marketing Officer, and is responsible for Intermedia global marketing, including product, brand, direct, channel, demand, and digital marketing, as well as internal/external communications.