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AppDirect Acquires Radialpoint to Empower Businesses with Premium Technical Support for Cloud Services

Tuesday, January 26th, 2016

Cloud and technical support services leader integrates with AppDirect platform to provide “human element” for SaaS selling, onboarding and support

San Francisco, CA – January 27, 2015 – AppDirect, the leader in cloud service commerce, today announced that it has acquired Radialpoint, the leading provider of cloud and technical support services for small businesses and consumers. Through the acquisition, AppDirect can now equip partners with integrated support capabilities that will allow them to sell and support all of their cloud services leveraging Radialpoint’s technical support platform and expert sales and support staff.

Founded in 1997, Radialpoint provides technical support software and services that help technology vendors and IT help desks deliver differentiated support experiences. Through partners that include Windstream, Rogers, Telus, Virgin Media and Square Trade, Radialpoint’s proprietary technology and expert labor force have solved millions of small business and consumer problems, delivering average Net Promoter Scores of 78, CSAT of 90 percent and First Call Resolution rates of 93 percent.

Through the acquisition, Radialpoint’s executive team and all 80 employees will join AppDirect and the company will maintain its offices in Montreal. Warren Levitan, Radialpoint’s President and CEO, will join AppDirect’s leadership team and will continue to lead Radialpoint as a subsidiary of AppDirect. While Radialpoint will operate as an independent subsidiary, its technology and services have been integrated into AppDirect’s core platform, allowing AppDirect partners to leverage a wide range of support offerings that will help them sell cloud services to their customers.

AppDirect’s new premium technical support services that are now immediately available include:

  • Cloud Services Support for Microsoft Office 365: Activation, migration, training and general support services for Office 365 for small to medium-sized business (SMBs). These services ensure that AppDirect partners can sell and onboard Microsoft Office 365 users quickly, reliably and with zero downtime.
  • Cloud and IT Helpdesk: Enterprise-grade support, at a small-business price, for any hardware, software or cloud challenge. As experts in cloud services, agents can also facilitate the cross-sell of additional cloud services that would be appropriate for the SMB.
  • Consumer Technical Support: A premium technical support solution for all home technology from PCs, smartphones, Wi-Fi routers and other peripheral devices, to gaming consoles and all the latest connected smart home devices. The service offers full-stack support regardless of manufacturer or customer issue and allows for cross-selling additional cloud services via expert agents.

All premium support services can be distributed and acquired in an AppDirect Marketplace or via a service provider’s existing point-of-sale and point-of-need channels, and can be offered as a stand-alone service, bundled with other cloud services or bundled with core services.

As businesses continue to use a rapidly growing number of cloud services, a huge number of those companies require support to find, buy and use those applications. In fact, in the U.S. alone, 60 percent of SMBs are interested in support services and most prefer phone and email tech support options over face-to-face services. Additionally, 45 percent of SMBs are interested in getting support directly from their broadband providers, creating a huge opportunity for service providers to leverage premium technical support to increase app sales and increase Gross Merchandise Value (GMV) of their cloud service marketplaces.

“Cloud services have become an essential part of running almost any business. At the same time, business owners still need real people to help them get the most out of those services,” said Daniel Saks, President and Co-CEO, AppDirect. “By acquiring Radialpoint, we’re able to help our partners engage the ‘human element’ of sales and support and become trusted partners to their customers. We’re thrilled to bring the whole Radialpoint team on board to help businesses around the world find, buy and manage the cloud services they need to thrive.”

“Both AppDirect and Radialpoint share the same mission: helping businesses and consumers be more successful with their adoption and use of the latest in technology and cloud services,” said Levitan. “By joining forces, we have an opportunity to leverage a unique combination of technology and human expertise to help our partners support and sell the latest in cloud services, and ultimately create a better customer experience.”

Hamnett Hill, Co-Founder and Chairman of Radialpoint, added, “Our Board, investors, leadership team and employees are all incredibly excited about the home we have found in the AppDirect family. Beyond the strong alignment of mission, I couldn’t be more impressed by AppDirect’s focus on long-term value creation for their partners and their deep culture of innovation, both values that we hold dear at Radialpoint.”

AppDirect’s premium support services are available through AppDirect’s Marketplace and Management Service. More information can be found at www.appdirect.com/products/appmarket.

Both AppDirect and Radialpoint are hiring across their organizations. More information on career opportunities at AppDirect can be found at www.appdirect.com/about/careers and http://www.radialpoint.com/about-radialpoint/careers/.

About AppDirect

AppDirect is the cloud service commerce leader making software and products accessible globally. The AppDirect cloud service commerce platform unites providers, developers and consumers of cloud services into a single ecosystem. This makes it easy for businesses to find, buy, manage, monitor and get support for cloud services from a central location and delivers new opportunities to distribute, sell, and market cloud services. AppDirect-powered marketplaces, billing and distribution, and reselling services help providers – including Telstra, ADP, Samsung, Deutsche Telekom and others – connect millions of businesses to solutions from Microsoft, Google, Box and more. AppDirect is headquartered in San Francisco with global offices.

About Radialpoint

Founded in 1997, Radialpoint provides sales and technical support services that help service providers, technology vendors and cloud solution providers increase adoption of new products and services and deliver differentiated customer experiences. Our fully integrated, end-to-end technology solutions, operational expertise and expert advisory services power the technical support programs for premier brands across North America and Europe, including Rogers, Bell, Telus, Windstream, SquareTrade, Virgin Media, Panda Security and more. Combining best-in-class technology with labor excellence, we’ve solved millions of technical support problems to our customers’ delight.

AppDirect Media Contact:
Victor White
victor.white@appdirect.com
415.852-3945

For Press inquiries, please contact marketing@appdirect.com.