higher margins and happier customers with dell services
TRANSCRIPT
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Higher margins and happier customers with Dell Services
Jim RothExecutive DirectorSupport & Deployment Product Group
2013
Where we go from here
What you will learn today
Services for Channel
Sneak peak
with Services
2013
Partner business models for ServicesDell Services’ flexible approach lets you decide how to engage
GTM Strategy• Confidence• Enablement • Incentives
Do you have the right capabilities and do you want to provide services on this deal?
ProviderReseller
No Yes
GTM Strategy• Protect account ownership• Complement in-house
capabilities • Training and certification
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Partner business models for ServicesDell Services’ flexible approach lets you decide how to engage
GTM Strategy• ProSupport• Configuration Services• Deployment
Do you have the right capabilities and do you want to provide services on this deal?
ProviderReseller
No Yes
GTM Strategy• Protect account ownership• Complement in-house
capabilities • Training and certification
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PartnerDirect program structure with ServicesNEW! ProSupport & Deployment curriculum embedded within training modules:
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Reselling ProSupport
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Leverage our depth and scaleInsights. Experts. Ease.
60+
5
550+
24 X 710+ Million
24,000+
115+ Million
55
2000+
90%+
Countries offering Same Business Day response
Countries supported People: Tech Support, Field Service
Languages spoken
Annual part shipments
Global Command Centers
Part distribution centersSystems supported
Carry in Service centers
Dell ProSupport customer satisfaction
ProSupport phone, e-mail, and chat sites
Availability and terms of Dell Services vary by region. For more information, visit dell.com/servicedescriptions. AD# G130007002
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Phone/Online Availability
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Dell ProSupport benefits for your customersWe’ll take care of support so you can take care of your customers
Customer benefits:• Maximize
productivity by leveraging Dell scale and skill
• Minimize disruptions with round the clock access to highly trained experts
• Gain efficiency through a single source for all your support needs
Single SourceProSupport engineers
Hypervisor, OS and SW* support
Multivendor hardware support
Comprehensive hardware &
software support
Tools & TechnologySupportAssistTechDirect
Always Accessible24x7x365
Phone, email, chat, social media137 countries, 55 languages
Onsite response options**Available on specific software titles** Next Business Day, 2 hour and 4 hour options
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Partner benefits of ProSupportHelps add incremental revenue and extend your support team with no additional investment
$Incremental
revenue with no extra
investment
Increased customer
satisfaction
Extended support team
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TechDirectSimplifying parts dispatch and case management workflows, multiple tools vs. one tool
• An easy-to-use online support tool accessible in 11 languages
• Enables efficient online resolution
Simple
Convenient
Customizable
• Bypass phone-based support requests and redirect time saved to critical issues
• Centralized portal enables customers to discard multiple tools to manage status and history of support requests
• Experience a modular layout with custom dashboard, reports and summaries
• Access profile information, installation certifications and Message Center
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Enterprise Deployment
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Enterprise Deployment ServicesMaximize investment, improve stability and enable productivity
Servers Storage Networking
• Rack deployment
• Installation and integration
• Upgrade service
• Software installation and configuration
• Virtualization
• Converged infrastructure integration
• SAN and NAS configuration
• SAN and NAS integration
• Data Migration
• Replication and Backup
• Installation, cable and label
• Routing and switching
configuration
• Wireless LAN installation and
configuration
• Security and access configuration
• SonicWALL
Configuration Integration Migration Asset Resale & Recycle
Logistics
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Partner benefits of Enterprise DeploymentHelps with your growth strategy and provides great margins, without additional investments
Helps with growth strategy
Deeper and broader
capabilities and expertise
24/7 global coverage with
proven processes
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Continued Services investment in our resellersHelping you leverage additional opportunities for higher profitability
Incentives
Eligibility for rebates increases with every services contract sold
Demand Gen
Designing demand gen activities to help drive opportunities
Collateral
Providing you with sales enablement and awareness building materials
Broad Portfolio
Enable you to augment your portfolio with our services
Training
Helping you identify and leverage services opportunities
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Sneak peak:New offerings for Services Delivery Partners
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Partner business models for ServicesDell Services’ flexible approach lets you decide how to engage
GTM Strategy• Confidence• Enablement • Incentives
Do you have the right capabilities and do you want to provide services on this deal?
ProviderReseller
No Yes
GTM Strategy• Protect account ownership• Complement in-house
capabilities • Training and certification
2013
NEW! PartnerDirect program structure with Services
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PartnerDirect Services Delivery Partners ProgramProviding specific offers, tools and programs for partners with services’ capabilities
Introducing:Support Delivery Partner
Future State: Deployment Delivery PartnerHow it works:
• Partner delivers service on partner paper
Program elements:• Access to unique offer for L3 support for
partners• Better support experience• Decreases costs• Training
How it works: • Partner sells deploy services on partner paper
Program elements:• Technical training for partners• Authorization for deploying specific platforms
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What it is: Benefits: Qualified partners:
Must have a Help Desk capable of taking all end user calls
Are registered in TechDirect to self-dispatch parts and create and track cases
Preferred or Premier status in PartnerDirect
Capable of providing onsite break fix support to customers
Enhances partner service capabilities to their end users quickly and cost effectively
Partner maintains relationship and ownership of customer
Provides partners with high level technical support and logistics
A unique offer for partners providing all Help Desk support to their customers
Gives partners immediate access to Dell’s advanced ProSupport engineers
Enables online parts ordering via TechDirect
Dell supports the Partner not the end user
ProSupport for Support Delivery Partners
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Where we go from here
Invest in Services training with Dell
Sell Dell Services offerings that enable the value you bring to your customers
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Let’s get started
Engage with Dell PartnerDirect and Services subject matter experts at the Solution Showcase
Schedule a post-event whiteboard session to address your specific requirements. Contact your account team for details
Gain hands on experience, see demonstrations at the Solution Showcase
Schedule a visit to a Dell Solution Center near you: Austin • New York City • Washington D.C. Chicago • Santa Clara • Mexico City • Sao Paolo
Go to http://partnerdirect.dell.com
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Q&A
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