cloud collaboration: selling vertically

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1Cisco Confidential 1© 2011 Cisco and/or its affiliates. All rights reserved.

name

Cloud Collaboration: Selling Verticallytitle

August, 2013

© 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2

Agenda: Why Selling Vertically Matters Cloud Collaboration in Vertical Markets Case Study Examples


Why Thinking Vertically Matters

Not at all vertical markets adopt Cloud Collaboration at the same speed….Nor for the same reason

Preferences differ for public, private or hybrid cloud

Verticals don’t present the same objections to overcome


Not All Vertical Markets Adopt Cloud at Same Speed

All Enterprises 500-5000

Government

Health & Education

Banking, Finance, & Insurance

Manufacturing

Retail

0% 10% 20% 30% 40% 50% 60% 70% 80%

Unified Communications (p-resence, IM, voice)Currently There

Source: Current Analysis, 2012Q: Do you currently deliver Unified Communications (voice, presence, IM) to your organization through a Cloud service arrangement, or expect to within next 2 years?


…Nor For the Same Reason


Government

Health & Education


Manufacturing

Retail

0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

Accelerate deployment of latest applicationsScalable computing to reflect changes in the businessAccess to the latest applicationsCost SavingsFlexibility

Source: Current Analysis, 2012Q: What do you expect the major benefits to be from adopting Cloud services in your organization?


Preferences Differ for Public, Private or Hybrid Cloud


Government

Health & Education


Manufacturing

Retail

0% 10% 20% 30% 40% 50% 60%

PrivateHybridPublic

Source: Current Analysis, 2012Q: Which type of Cloud delivery model (Public/Private/Hybrid) do you use (or expect to use) for Unified Communications?


Verticals Don’t Present the Same Objections


Government

Health & Education


Manufacturing

Retail

0% 10% 20% 30% 40% 50% 60%

Lack of skills for implementation and ongoing operationRegulatory issuesConcerns about loss of control Security ConcernsReliability issues

Source: Current Analysis, 2012Q: In moving to a Cloud based strategy what is your biggest concern?


Financial Services


Key Business Objectives Driving Financial Services

Hosted Collaboration Impact Points


Cloud Collaboration Addresses Financial Service Needs

10

Focus on the customer /

client

Improve trading, claims & operational

efficiency

Manage risk

effectively

Take out costs

Comply with capital, risk &

other regulations

StrongModerateWeak

• Reduce TCO shifting from CapEx to OpEx model

• Experience predictable costs• Preserves capital & resources

• Increase coordination and speed decision-making• Enabling firms to react more rapidly to changing market conditions

• Enable increased operational efficiency via enhanced communication and teamwork across all business functions

• Support online customer care and customer self-service

• Enable IT and business agility with a flexible IT model

• Integrate collaboration services with line-of-business applications.


Bank Ochrony SrodowiskaImprove Client Services and Optimize Costs

Bank Ochrony Środowiska (BOS) in Poland required a unified communications and collaboration solution to help improve business agility and client services. The bank implemented Unified Communications as a Service (UCaas) to let employees use mobile and landline telephony and conferencing services. The cloud services brought many benefits for BOŚ, including the ability for the IT department to focus on executing and supporting typical banking solutions and to reduce expenses in telecommunications. BOŚ is hoping to constantly increase the quality of technological solutions, continually optimize the cost of services, and decrease OPEX in telecommunications area by several dozen percent.

Bank Ochrony Srodowiska


Healthcare


Key Business Objectives Driving Healthcare Firms



Cloud Collaboration Addresses Healthcare Needs

14

Improve Patient

Outcomes and Safety

Comply with Patient

Information Regulations

Reduce Healthcare Costs

Improve Non-Clinical

Patient Experience

Improve Operational Efficiency & Continuity

StrongModerateWeak

• Cloud Collaboration securely complies with HIPAA mandates

• Enable improved patient outcomes. Using video, mobility, and improved communications

• Enterprise-grade solution for highly reliable and scalable healthcare operations

• Assures constant provision of service so healthcare is uninterrupted

• Reduce technology costs (particularly Capex), helping to drive down overall healthcare costs


“When City Clinic planned resources and business processes for its new hospital it was looking for an IT solution that would minimize the need for internal IT resources while at the same time maximize efficiency. The facility opted for a cloud based communications solution that offered a high degree of flexibility and allowed it to streamline IT operations, reduce costs, and easily change and adapt to administrative objectives. As a result, City Clinic was able to devote more resources to investments related to its core business objective – improving patient care.”

City Clinic

City ClinicMaximize Efficiency and Devote More Resources to Patient Care


Manufacturing


Manufacturing Industry Value Drivers



Cloud Collaboration Addresses Manufacturing Needs

18

Profit from globalization

Innovate to

Compete

Plan for Resource Scarcity

Cultivate Skills & Talent

Increase cost efficiency

StrongModerateWeak

• Enable productive communications across geographies

• Improve video communications for better teaming

• Increase collaboration with global supply chain partners and suppliers

• Increase participation of remote workers in innovation programs and new product development

• Make it easier to collaborate with external partners, via TelePresence and web collaboration


• Experience predictable costs• Preserves capital & resources to

focus on strategic priorities

• Facilitate talent development via richer interactions among employees, helping to break down barriers, increase trust, and promote information sharing


3MAgile Solution Adjusts to Innovation Business Needs

“Business Together as a Service from Orange Business Services equips 3M with an agile, innovative and future-proof unified communications solution. This cloud-based solution is simple to implement and manage on a global basis, minimizes costs without any up-front investment, and provides 3M the necessary scalability that allows us to adjust our IT services to reflect our business needs in a fast-changing economic environment. Based on our existing relationship, we are confident that Orange Business Services can effectively help 3M achieve its goal of global creative collaboration.”

-Ernie Park, CIO, 3M


Education


Key Business Objectives Driving Educational Institutions



Cloud Collaboration Addresses Education Objectives

22

Elevate student skills

& achievement

Invest in technology to

improve agility &

efficiencyDeliver mobile

access tostudent services

Embrace distance learning

Reduce operating expenses

StrongModerateWeak

• Reduce TCO shifting from CapEx to OpEx financial model

• Experience predictable costs• Preserve capital & resources

needed to provide voice and collaboration services to the institution

• Increase agility to readily scale services up or down, as needed

• Reduced CapEx requirements promote efficient use of scarce funding

• Cloud Collaboration can increase opportunities for learning within and beyond campus

• Multiply the opportunities for motivated students to interact with the diversity of resources at their disposal

• Enable distance-learning programs, from presence and IM, to Web conferencing, to TelePresence and virtual classrooms


Alamance-Burlington School SystemMoves to the Cloud for Voice and Collaboration Services

Challenge• Lower voice system costs

• Add capabilities such as instant messaging and voicemail without opening trouble ticket

• Eliminate more than US$100 in costs for each telephone extension move or addition

• Free IT team to focus on learning initiatives

Solution• NWN Corporation rolled out their Cisco Powered service

based on Cisco® Hosted Collaboration Solution (HCS)

• Initially for new Career Technology Center

• Will add 1500 district users

• E-Rate Universal Service Fund pays 72%

• Lowers costs with a single connection to cloud provider instead of one connection for each school

• Provides advanced capabilities for learning and efficient administration, such as presence, instant messaging, and video

• Integrates with third-party applications such as paging system: just press a button on the phone to page

BusinessValue


Retail


Key Business Objectives Driving Retail Firms



Cloud Collaboration Addresses Retail Objectives

26

React quickly to consumer trends

& sentiment

Provide a personalized

shopping experience

across channelsImprove

category & merchandise management

Maximize store sales

& efficiency

Optimize a demand-driven supply chain

StrongModerateWeak

• Optimize supply chain by enabling cost-effective & flexible communications and collaboration both within the organization and with wholesalers and manufacturers

• Support personalization via customer care and customer self-service

• Integrate contact center, mobility, and presence / IM capabilities into key marketing and merchandising applications

• Provide customer listening programs via video and contact center programs

• Improve agility and allow an infrastructure that can adapt to fast-moving business requirements


Challenge

• Unite 60 geographically dispersed sites on a common unified communications platform

• With little to no telecom expertise on hand, unitize a feature rich solution that provides the ability to scale users up and down as–needed

• Deploy a solution that provides reporting capabilities which enables a true audit of telecom expenditures

Solution

• West IP Communications rolled out its hosted voice platform, a Cisco Powered Service based on Cisco Hosted Collaboration Solution (HCS), that integrates with Cisco collaboration features such as integrated messaging (voicemail, email, fax through single interface), presence and instant messaging, mobility, WebEx and video.

Customer: Scotts® Miracle-Gro® Cloud Communications Replaces Aging PBX

• Enable a rich communications experience for in-office and remote workers across all 60+ locations

• Access real-time voice and video traffic data, enabling Scotts to make more informed decisions and drive down costs

• Move to an OPEX model which scales up or down for seasonality

BusinessValue


Government


Remain Elected

Be More Visible & Accountable to Electorate

Create greater visibility of

process and actions

Reduce Overall Taxation

Ensure All Taxes Due are

Collected

Allow taxes to be collected in

a fair and efficient manner

Reduce Complexity of

Taxation System

Balance Income and Expenditure

Improve Efficiency

Deliver services internally and

externally faster and more

accurately and at lower cost

Reduce Manpower

Optimise resourcing for both service delivery and back office functions

Improve Budgeting Processes

Make greater use of real data

as input into budgeting process

Use any surplus to

reduce deficits

Improve Public Services

Make Services More Accessible

Create IT solutions that allow public to

access (or book) services

Increase Range of Services Available

Use IT as a means of

broadening portfolio of services

Key Business Objectives Driving Government



Cloud Collaboration Addresses Government Needs

30

Provide greater accountability

and access

Invest in technology to improve

agility & efficiency

Improve economy and employment

Reduce fiscal deficit

Reduce operating expenses


• Experience predictable costs• Preserve capital & resources

that would otherwise be required to provide voice and collaboration services to government workers and citizens

• Increase operational efficiency via enhanced communication and teamwork across all government agencies and functions

• Support online citizen contact and customer self-service

• Enable IT & business agility via a flexible IT model

• Integration with government services and third party applications

StrongModerateWeak


Bellverie Ross, Senior Program Manager, City of Charlotte

“When the City of Charlotte received news that it had been selected to host the 2012 Democratic National Convention, we had to act quickly to make sure our 3-1-1 contact center and other contact centers could support the increased call volume from 50,000 visitors. Maintaining sophisticated contact centers require hiring or training multiple people with different skill sets, and we had neither the time nor the budget. Working with NWN, a hosted service provider, gave us access to trained professionals with the depth and breadth to make sure the contact centers were available and provided the latest capabilities for citizen self-service and agent efficiency to answer the more than 3 million calls processed annually. We’re saving at least $100,000 annually—$500,000 if you count not having to hire on premise telephony engineers.”

City of CharlotteRapid Adoption, Access to Experts, and Significant Cost Savings


Thank you.


31 2Gauge the Opportunity

• Current and Planned adoption

• Plans for Public, Private or Hybrid

• Buying Drivers and Inhibitors

• Buying Criteria

Understand the Customer

• Industry Segmentation

• Business Model

• Trends and Key Challenges

• Key IT Initiatives

• Key Buying Agendas

Build the Cloud Proposition

• Process Touch points for Cloud Collaboration

• Key Roles to Target

• Linking Cloud Collaboration to Key Buying Agendas

• Success Stories

Vertical Sales and Marketing Approach

cloud collaboration: selling vertically

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