Channel Awards 2024: Q&A with Rachel Rothwell, Zyxel Networks

Rachel Rothwell, senior director, UK&I at Zyxel Networks sits down with CRN to talk about the Channel Awards and Zyxel’s participation

Zyxel Networks' UK & Ireland director, Rachel Rothwell, sheds light on the significance of the Channel Awards in a recent interview with CRN, highlighting how such accolades serve as crucial benchmarks in the industry.

Rothwell emphasises that these awards offer a trusted and independent validation of excellence, allowing customers to identify vendors who not only provide exceptional service but also go the extra mile.

She underscores the importance of recognising value beyond brand size or market presence, noting that true success is achieved when partners have confidence in their suppliers' ability to support business growth effectively.

In discussing Zyxel Networks' journey, Rothwell reflects on the company's accomplishments and challenges throughout 2024. From helping small and medium resellers transition into successful managed service providers (MSPs) to navigating shifting market conditions, Zyxel has maintained a focus on strong collaboration and consistent service.

Rothwell also points to the channel’s increasing shift toward managed services and the promising opportunities that AI presents, particularly through Zyxel's Nebula management platform. Looking ahead, Zyxel plans to leverage these opportunities by enhancing its partner program and continuing its commitment to personalised support.

CRN: Why do you think awards like the Channel Awards matter?

RR: The Channel Awards matter because they help customers identify which suppliers consistently deliver exceptional service and support. They provide trusted, independent validation that can be relied upon, allowing partners to identify the vendors who truly go the extra mile. It means they can have greater confidence in selecting suppliers who are recognised not just for their market presence, but for their ability to drive success and deliver real value, which is our most important goal as a business. The awards also highlight that the best choice isn’t always the most obvious or biggest name, but rather the one that is committed to meeting and exceeding customer expectations to help them grow their business.

CRN: What would winning this award mean to your company?

RR: It would be a validation of the incredible work and service that our teams have put into looking after our partners – not only during this past 12 months, but also for many years before. We are extremely proud of the personal account management we deliver and we know that our partners appreciate it too. We always put partners at the heart of everything we do – and I think our partners would be pleased to see us win an award as well.

CRN: What would you say is your company’s proudest achievement over the past year?

RR: We are particularly proud that we’ve helped many of our partners to become fully-fledged MSPs, delivering services that are genuinely valued and beneficial to their end-user customers. Importantly, it is mostly small and medium reseller businesses that we have supported – with our services and our partner programme – in moving to a managed services model. We are also extremely proud, honoured and humbled that we’ve been acknowledged by our partners for delivering really great service and support to them. Their success is our greatest achievement.

CRN: What have been the biggest challenges of 2024 so far and how have you overcome them? How have your people helped with that?

RR: In 2024, we’ve faced challenges driven by shifting market conditions compared to previous years. Fluctuating end-user confidence and the entry of new vendors have intensified competition, leading to unexpected changes in demand across product categories.

We’ve overcome these by maintaining consistent service and support for our partners, working closely with them to address shared difficulties. This collaboration has allowed us to adapt quickly to market changes and navigate the increased competition.

Our people and partners have been central to our success, with their resilience and teamwork ensuring we stay agile and focused.

Despite these challenges, it’s been a strong year for Zyxel Networks, with notable growth in increased activation of our Nebula cloud platform. This has highlighted the strength of our MSP program and the dedication of our team.

CRN: How do you think the channel has changed over the past year and what changes do you think it still needs to make?

RR: The channel is always evolving. In this part year, the most significant change has been the accelerated shift toward managed services. Partners are becoming more accomplished and confident in their own ability to deliver. They have also become more assured and ready to work in partnership with us and with their customers to achieve positive outcomes.

CRN: What do you see as the main opportunities for the channel in the coming year? How do you plan to capitalise on those opportunities?

RR: The biggest opportunity for the channel will be to harness the power of AI. For our MSP partners, that will be all about using the enhanced capabilities of our Nebula management platform to make more efficient and effective use of their resources and deliver ever better services to their customers. We also plan to bring even more potential through our enhanced partner programme and of course, we’ll continue to deliver the personalised service and account management that makes working with Zyxel Networks different.