Miguel Martinez, CEO at EctoTec, discusses the company’s strategic partnership with Instructure and the impact of being the first Diamond Services partner in Latin America. He explains some key issues and challenges that have been identified and tells us how Ectotec’s strategic plan with a six-step process will deliver their value proposition in the region.
What challenges has EctoTec identified in the support experience for Instructure’s customers in Latin America prior to this expanded partnership?
The main challenge has been to grasp the differences between customers in the United States and customers in Latin America. Customers in Latin America require a series of additional services beyond implementation. They need consultancy on pedagogical models and instructional design, personalized and on-site training, integration with other platforms and consulting on change management tailored to their context. They even require us to operate and manage Canvas during the initial stages. In the United States, customers are self-sufficient; here in Latin America, we need to assist them with more services and closer support.
Why is EctoTec’s designation as the first Diamond Services partner in Latin America considered a significant development for both EctoTec and Instructure?
For us, access to in-depth training to Instructure’s products and solutions allows us to enhance our value proposition. For Instructure, the advantage is having a highly specialized provider. We are experts in the technological ecosystem of Latin American schools, proficient in Instructure’s products and also have experience in complementary products such as SIS, CRM and ERP; additionally, we bring in expertise for processes like requirement identification, solution design, implementation, testing and operation. Alongside Instructure, we can provide high value to our clients, implementing end-to-end projects without the need for them to hire multiple companies. We are the single-shop point for them.
How does the partnership with Instructure contribute to the growth and success of EctoTec in the region?
For us, partnering with the dominant company in the education technology market is a significant step. It enhances our prestige and gives us greater exposure to the market. Growing alongside the largest company comes with a tremendous responsibility to match the quality of Instructure’s services, which has historically been recognized as a benchmark in the market.
In becoming a Diamond Services partner, what additional support will EctoTec offer to Instructure’s customers and channel partners in Latin America?
Specialized implementation and training services for Canvas and integration services with Canvas for other platforms. We also provide implementation, training, consulting and integration services for other Instructure products available in the region: Catalog, Credentials and Studio. All these products and services are implemented with a deep understanding of education models in Latin America.
How does EctoTec plan to leverage its proven track record in the development, integration and adaptation of technology to enhance the support experience for Instructure’s Learning Platform products in the region?
We have a strategic plan to deliver our value proposition In Latin America; this is based on a six-step process:
- In-depth product knowledge: EctoTec will invest in comprehensive training for its support team to ensure an in-depth understanding of Instructure’s Learning Platform products. This will enable them to provide efficient and effective support to users in the region.
- Customized training programs: Recognizing the diverse educational landscape in Latin America, EctoTec will develop customized training programs tailored to the specific needs of educational institutions in the region. These programs will focus on maximizing the use of Instructure’s products for enhanced learning outcomes.
- Proactive technical support: EctoTec will implement proactive measures to identify and address potential issues before they impact users. This includes continuous monitoring, regular system health checks and prompt communication of updates or potential challenges to clients.
- Integration expertise: Building on its expertise in technology integration, EctoTec will offer seamless integration solutions for educational institutions using Instructure’s Learning Platform. This will involve working closely with clients to understand their unique requirements and providing tailored integration services.
- Client feedback mechanism: Establishing a robust feedback mechanism, EctoTec will actively seek input from clients to continuously refine and improve its support services. This iterative feedback loop will contribute to a client-centric approach and foster long-term partnerships.
- Community engagement: EctoTec will actively engage with the education community in Latin America through workshops, conferences and online forums. By fostering a sense of community, EctoTec aims to create a collaborative environment where educators can share best practices and insights.
What behavioral changes or adaptations in service delivery does EctoTec anticipate making as a result of this expanded partnership with Instructure?
We will increase our instructional design and technological pedagogy consultants. We will also expand our incident response capacity and create a series of specialized courses for Latin America, leveraging Canvas as the go-to platform.
We are planning to adapt our service delivery model to be more scalable and flexible. This includes the ability to quickly scale resources to meet increased demand during peak times and to tailor services to the unique needs of different educational institutions.
How does the strategic partnership between EctoTec and Instructure exemplify thought leadership in shaping the future landscape of education technology in Latin America?
The strategic partnership between EctoTec and Instructure exemplifies a solid path on thought leadership in education technology for the Latin America region by driving innovation, customizing solutions for local needs, investing in professional development, fostering community engagement, promoting data-driven decision-making, ensuring scalability and contributing to policy discussions that shape the future of education in the region.