At the Eloqua Experience conference last October, Eloqua Corp announced its new “Eloqua Expert Services” – offering up their internal specialists on a for-hire basis to do everything and anything their clients need done with Eloqua.
The announcement was greeted with mixed reactions by the Eloqua community. At least a few Eloqua customers seem to have signed up for this service, while others are taking a “wait and see” approach.
The new service marks a considerable change in strategy for Eloqua Corp around service delivery. They have long operated an in-house professional services department, but in the past sought to promote their Eloqua Partner community for any service work. The in-house team would limit their engagements to fixed-price projects such as deployment, lead scoring programs or “best practices consulting” audits. Customers who needed on-going campaign and development work would be referred to their partner ecosystem. By referring the bulk of service work to partners, Eloqua Corp could focus their staff on what they do best – building a solid product.
This new service now seems to indicate a reversal in policy. Eloqua Corp is now positioning to offer “one-stop shopping” for clients who need a complete array of services – deployment, training, development, integration, campaign admin, ad-hoc tech support, best practice consulting.
Curious to hear from Eloqua community members who have actually hired their services or otherwise have an opinion to share.
– Where do they pitch in? Tech support only, or do you delegate entire campaigns or programs?
– Do you only task to them on overflow, when you are “overloaded” or do they have steady work from you?
– How many hours?
– Pros and cons?
– Do you think the service will change the way you staff Eloqua in your company?