Onboarding

TREX OTT Reseller Onboarding Guide

The order to do things in, from first look at the panel to your first paying customer. Doing these out of order is the usual reason a first month goes badly.

1. Drive the panel before you buy

   Open the simulator and create a line. If the workflow does not suit you, no commercial conversation is worth having.

2. Work out your volume, not your margin

   Estimate customers for the first three months. That decides your credit pack. Do not size the pack on a margin projection — size it on customers you can name.

3. Buy the smallest pack that covers three months

   Credit prices fall with volume, but a large pack bought before you have customers is capital sitting idle. Pricing is on the panel page.

4. Secure the account on day one

   Before a single real customer goes on it. Panel security takes ten minutes and is the difference between an inconvenience and losing your customer base.

5. Decide how you will bill

   Manual is fine below roughly thirty customers. Above that, the WHMCS module stops provisioning being your evening job.

6. Set up custom DNS if you have a domain

   Do this before you issue credentials, not after. Changing the hostname later means every customer has to reconfigure their player.

7. Create one real customer end to end

   Yourself, on your own device. Create the line, install a player, watch something, then renew it and suspend it. You need to have done all four before a paying customer asks you to.

8. Write down your support process

   What you answer, what you escalate, and what you tell a customer while you wait. Support escalation covers the split.

9. Then start selling

   Not before. The first week of a reseller business is where the avoidable mistakes happen — see common reseller mistakes.

Questions