Whilst the industry moves towards a digital-first service model, many customers still need or prefer the personal touch of human interaction and a familiar face they can trust in a local store. However, to build successful dealer channels requires more than a network of willing people, it needs the right technology and processes too: an intuitive dealer application to ensure users don’t need hours of training to learn the system, combined with tight integration into the BSS/OSS stack and end-to-end automation to ensure that customer promises can be kept.