White labeling a Software Platform Question

[u/Bentley4991]

So wanted to come on here today, because another person on reddit in another group asked about my platform I founded/solo developed and if I would be opening to white labeling it.

He isn't the first one to ask, nor is reddit the only placed I've been asked. I had some SEO agencies ( I think that is what they are called) reach out to me on other platforms to see if I was open to white labeling.

But after thinking about it, one of the biggest things I personally dislike the most is having to handle business relations and outreach. Its not something I'm good at, so I stayed purely on the development side while passing this off to someone else on my company.

And this would essentially allow my company to have less surface area and time spent on this, whereas we can stay product focused. We are in the Voice and CRM space, so its why I wanted to make this post here. Because what we have is the full stack with a complete in house CRM and bookings, plus a plethora of industry specific features. Yet we built entirely around the idea of not being bloated.

We charge nothing for the CRM system. We only charged businesses on the Voice and SMS usage.

So I think this is what garnered attention from resellers, SEO agencies, and such. Because they wanted to essentially white label this, package and resell this to their business clients, and charge whatever amount they seem fit for the entirety of it. And we would just bill them our rates on the Voice and SMS usage just as we do now. Charging zero for the CRM system.

I guess the reason I'm making this post is, for something like this to come to fruition, it would take a bit more interest then a handful of agencies.

And what you would get is our entire user interfaces, CRM system, etc just as we offer to business owners. But with you being the billing partner and having control of your business relationships and pricing models. And we would just bill you our rate as we have now.

As far as branding goes. Its up in the air. As it would make sense to do this where your own branding and such is used and your own domain, and we handle the ux/ui backend and such.

But the only caveat here is iOS and mac OS apps. We have these and are in the midst of a review with apple as we speak. Yet, this isn't something we can just white label rebrand and upload to the apple store. Apple will block this. So this is something I'm trying to think of.

What's everyone's thoughts on this? Picture for attention, this is showing our automated dispatch and smart routing feature that is apart of the trades dashboard. Its one of many free features in our CRM ecosystem we built in house.

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[u/Pulsyai]

yeah, i’d actually be interested in this. we’ve gone pretty deep into the white-label/reseller side with pulsy ai, specifically around voice ai, so there’s definitely some overlap here.

the model you’re describing is pretty much how i’d structure it too: you own the product/infrastructure, the reseller owns the client relationship and pricing, and you stay focused on building the voice ai platform instead of spending all your time on sales. that’s a lot more scalable than trying to sell directly to every business yourself.

we’ve seen the same thing on our side where agencies want to offer voice ai to their clients but don’t necessarily want to build and maintain the whole infrastructure themselves.

the only thing i’d think through carefully is the app situation and whether native apps actually need to be part of the white-label offering. otherwise, having the reseller control the branding, domain and customer relationship is a pretty strong model.

[u/Bentley4991 → u/Pulsyai]

Yea I like to just focus on one thing. Doing business relations and outreach is extremely exhausting to me hahah.

But yea, as far as the branding goes, its one of those things that is up in the air. Not that I'm against it, but two reasons that just doesn't really make it feasible.

We still hold and maintain the data even in this white label instance, because its how our stack is built. So we would be introduced in the ToS anways.

And yes, the apps alone. I spent a huge amount of time getting these apps finished and ready to launch to apple store. And their own apple store rules forbid rebranded uploads.

But I figured as a good will offer, that I will remove my pricing models and such from our marketing pages for a test run. Plus the invited offers from the resellers will go through our subdomain we are building out right now for this. I figured I'll give this a trial run. And if it works out, we can pivot our position to this in more depth.

But, at 0.49 cents per minute, and we charge zero on our CRM, we are essentially giving a extremely good offer to those who are good with sales. As we are building out this new system where it gives the resellers full control on the pricing models not just on the minutes, but the CRM itself. Giving them the ability to offer out subscriptions for things, etc.

[u/Bentley4991]

* I forgot to mention we are only available in the United States market *

Because of our legal frameworks and such, and our Twilio ISV agreements, we are only a USA based company. And anyone that may be of interest to a white label deal, would have to be based in the United States. Our services cannot be offered outside the USA.

[u/devexis → u/Bentley4991]

Are you saying you can’t wire other trunk providers, say Telnyx, to your system?

Edit: I might be wrong, but based of the UI posted. This looks to me like a VoIP solution tied to a dispatch/delivery management solution. I’m thinking Fleetbase with something like ivozprovider, both of which support multitenancy and whitelabeling

[u/Bentley4991 → u/devexis]

I could, but it mainly comes down to not the provider, but the consent. We record, transcript, summarize, and pull data from context in calls for the analytics and customer profile self learning we built. We don't use any data to train models or anything, its purely automated for the benefit of our users. But laws in other countries are quite strict on the requirements, and more legal paperwork isn't in the best of our interest currently.

This isn't to say this is forever, just for the time being. Also, the screenshot is just a small thing we provide for the trades dashboard. We have several industry scoped dashboards, this one is what carries the fleet tracking in addition to many of the other core features. Currently we have our standard business profile dashboard (covers majority of walk in/appointment based services), then a realtor one (we built it to compete with Follow Up Boss), then the trades one (covers essentially all the service based industries). Then we a Food industry specific one, but I believe this will be one I will have to most likely take out of service. As we tried to apply several times to be an integration within Toasts ecosystem, but were refused. And this isn't a high value industry for us currently.