partner support service 202
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Partner Support Service 202. July 2013. About this presentation. Audience Partner business decision makers ( see PSS 301 for a more technical presentation ) Cisco PSDMs and BDMs Prerequisite PSS 101 Goals Understand business implications of PSS - PowerPoint PPT PresentationTRANSCRIPT
© 2013 Cisco and/or its affiliates. All rights reserved.
Partner Support Service 202
July 2013
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2
About this presentation
Audience• Partner business decision makers (see PSS 301 for a more technical presentation)
• Cisco PSDMs and BDMs
Prerequisite• PSS 101
Goals• Understand business implications of PSS
• Understand the process to assess and adopt the components of PSS
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3
Agenda
Progress so far
Review: PSS 101
Is Partner Support Service right for my business?
PSS adoption best practices
Key takeaways
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4
What makes a Cisco service “smart”?…Which Collect
Cisco Installed Base & DiagnosticData
Services with…
Automated Software-EnabledCapabilities
Cisco’s Deep Knowledge Base
…Which Is Analyzedand Compared With
++
…to Provide
Actionable Insight
CISCO DEEP KNOWLEDGE BASE25 years of networking innovation & leadership
50 million installed devices
6 million annual customer interactions
90,000+ technical documents
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Partner Support Service
Drive Incremental Services Revenue
Increase Customer Loyalty
Improve Operational Support Margins
Combining visibility to end customer devices and networks with Cisco intellectual capital
Smart Capabilities
Software Updates Advance Hardware Replacement
IB Management Alert Reporting Device Diagnostics
Online Technical Resources Partner Access to Cisco TAC
Smart Interactions
- Smart Bonding - Smart Portal - Smart APIs - PSS Support Community
Foundational Capabilities
Develop and deploy services based on both foundational & smart capabilities
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Agenda
Progress so far
Review: PSS 101
Is Partner Support Service right for my business?
PSS adoption best practices
Key takeaways
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Growth• Over 300% growth in partner customer deployments in 2013
Partners• Over 500 Partners worldwide eligible to embed PSS into their offers
(47 in US&C; 56 in LATAM)
Smart Adoption• 150+ partners worldwide embedding PSS smart capabilities into their offers
• 200+ customers deployments worldwide of Smart- enabled Partner offers
PSS Results
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Is PSS right for my business?
People, Process, Technology
Operations
Strategic Initiatives
Business Goals
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Agenda
Review: PSS 101
Is Partner Support Service right for my business?
PSS adoption best practices
Key takeaways
Progress so far
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PSS adoption best practices: Adoption “tracks”
Ops & Delivery track: Foundation service delivery, maximize rebates
Smart Adoption track: Deploy, Operate, Business Impact, benefits
Go-to-Market & Scale track: Marketing, Sales, Legal, Finance
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Adoption Track: Operations & Delivery
Smart Adoption Go-to-Market & Scale Operations & Delivery
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Adoption Track: Operations & Delivery
• Ensure partner readiness for collaborative service delivery under the CSPP framework
Desired Outcome
Milestones and Activities
Purpose
• Identify and analyze target PSS customers
• Evaluate delivery capabilities
• Partner orders PSS for a select group of customers
Smart Adoption Go-to-Market & Scale Operations & Delivery
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Rebate projection
Smart Adoption Go-to-Market & Scale Operations & Delivery
• Work with your Cisco Partner Business Consultant
• Identity best customer targets
• Minimize your SR / RMAs to maximize your rebates
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Delivery analysis
Cisco TAC case categoriesCase complexity
Smart Adoption Go-to-Market & Scale Operations & Delivery
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Adoption track: Smart adoption
Operations & Delivery Go-to-Market & Scale Smart Adoption
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Adoption track: Smart adoption
• Test drive smart services
• Understand their impact on your business
• Deploy smart with 3-5 pilot customers
• Review data w/various partner stakeholders
• Identify improvements based on smart
• Partner understands the value of smart and is ready to scale it
Desired Outcome
Milestones and Activities
Purpose
Operations & Delivery Go-to-Market & Scale Smart Adoption
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Crawl Walk Run Sprint
Pilot 2 customers 12 customers Scale
Best practice: Phased adoption
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Crawl Walk Run Sprint
Pilot 2 customers 12 customers Scale
Best practice: Phased adoption
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Coverage opportunity in a customer networkContract Status
Count of Contract Status # of Chassis-Catalyst 2960S-48FPS-L Switch 1Catalyst 2960S-48LPS-L Switch 8Catalyst 2960S-48TS-L Switch 1Cisco 1841 Integrated Services Router 6Cisco 1941 Integrated Services Router 2Cisco 2811 Integrated Services Router 19Cisco 2851 Integrated Services Router 2Cisco 2911 Integrated Services Router 8Cisco 837 ADSL Broadband Router 2Cisco 877 Integrated Services Router 2Cisco ASR 1001 Router 2Cisco ME 3400G-12CS-A Switch 2ME3400 1Grand Total 56
Operations & Delivery Go-to-Market & Scale Smart Adoption
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Coverage opportunity in a customer network
ACTIVE OVERDUE
Chassis Coverage
Total
NOT COVERED
Contract Status
Count of Contract Status # of Chassis-Catalyst 2960S-48FPS-L Switch 1Catalyst 2960S-48LPS-L Switch 8Catalyst 2960S-48TS-L Switch 1Cisco 1841 Integrated Services Router 6Cisco 1941 Integrated Services Router 2Cisco 2811 Integrated Services Router 19Cisco 2851 Integrated Services Router 2Cisco 2911 Integrated Services Router 8Cisco 837 ADSL Broadband Router 2Cisco 877 Integrated Services Router 2Cisco ASR 1001 Router 2Cisco ME 3400G-12CS-A Switch 2ME3400 1Grand Total 56
50
40
30
20
10
66% of the chassis are not covered by a support contract
10 chassis are overdue
Operations & Delivery Go-to-Market & Scale Smart Adoption
COVERED
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Product refresh opportunity: Last Day of ServiceRow Labels Count of Product Family2007-Mar-01 32011-Dec-31 62012-Jun-28 22012-Nov-30 22013-Oct-31 12013-Dec-31 62014-Mar-15 12014-Nov-27 12014-Dec-27 32015-Jul-31 72016-Oct-31 272016-Nov-30 32016-Dec-31 22017-Jul-31 82017-Sep-30 12017-Oct-31 6Grand Total 79
13 devices are already past EoLDoS
7 devices this year
5 devices next year
1/3 of the installed basedis due for refresh!
Operations & Delivery Go-to-Market & Scale Smart Adoption
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OS fragmentation
Operations & Delivery Go-to-Market & Scale Smart Adoption
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Software alerts review
Operations & Delivery Go-to-Market & Scale Smart Adoption
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Adoption track: Go-to-Market & Scale
Operations & Delivery Smart Adoption Go-to-Market & Scale
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Adoption track: Go-to-Market & Scale
Operations & Delivery Smart Adoption
• Scale to a fully integrated & repeatable process
• Develop a collaborative/smart offer
• Integrate “smart” into day-to-day operations
• Partner has a collaborative offer
• Partner built a smart-based offeringDesired Outcome
Milestones and Activities
Purpose
Go-to-Market & Scale
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Crawl Walk Run Sprint
Pilot 2 customers 12 customers Scale
Best practice: Phased adoption
Operations & Delivery track
Smart Adoption track
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Crawl Walk Run Sprint
Pilot 2 customers 12 customers Scale
Operations & Delivery track
Smart Adoption track
Go-to-Market & Scale track
Best practice: Phased adoption
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Agenda
Review: PSS 101
Is Partner Support Service right for my business?
Key takeaways
Progress so far
PSS adoption best practices
© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29© 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29
Key takeaways
• PSS can help your business become more profitable while differentiating your offering
• Cisco has developed a proven adoption methodology, helping you to become successful
• Cisco PSS resources are assigned to help you succeed
• Approach your PSDM in order to kick-off the process