service led selling -...
TRANSCRIPT
© 2007 Cisco Systems, Inc. All rights reserved. 1
Service Led Selling
Dan Forbes Cisco Business Specialist Westcon Canada
© 2007 Cisco Systems, Inc. All rights reserved. 2
Westcon Lifecycle Services Prepare/Plan/Design
Vendor Certified Product/Technical Expertise SolutionBase (Web-based Product/Services Solutions & Positioning Tool) Architecture Assistance
Implement/Operate/Optimize Staging and Configuration World wide Implementation Network Contract Management Services Global Call Center Resources Day 2 –Smart Care Services, consultant resources
Flexible Financial Services Credit Extension Joint Purchase Order /Lock Box No risk to low risk options
Global Logistics Asset Tagging Custom Delivery Programs Short-and Long-Term Warehousing Quality Assurance Return management
© 2007 Cisco Systems, Inc. All rights reserved. 3
Agenda
The Services Led Program - 1st level engagement
Know the Network Program - 2nd level engagement
Technical Services Overview
Easy to Use Service tools
$360M
Opportunity!!
© 2007 Cisco Systems, Inc. All rights reserved. 4
Services Led Program - 1st level
Designed to help selected partners gain insight into their end customers’ Cisco networks in order to identify uncovered and end of life equipment
$19.7M in uncovered equipment
$343M in end of life products
Increase customer loyalty, retention and create opportunities for sales, consulting and service
This program ran in the USA previously with great success!
© 2007 Cisco Systems, Inc. All rights reserved. 5
Capitalizing on Market Conditions
Companies are all trying to do more with less Budget cut backs Staff reductions New Projects Shelved
Maintaining current equipment to extend service life is critical
Optimizing equipment in production vs replacing
Replacing only those items that have immediate impact on network stability / performance
© 2007 Cisco Systems, Inc. All rights reserved. 6
Creating Opportunity
Approach your end user customer for a Smartnet Assessment
– evaluate the current environment – uncovering any issues / gaps
Letter of Agreement - authorizes your organization to view Cisco contracts/equipment in the end users name
Approvals sent back to Westcon to work with Cisco to generate reports
Cisco Captures and stores this Data on every transaction
© 2007 Cisco Systems, Inc. All rights reserved. 7
Letter of Agreement
© 2007 Cisco Systems, Inc. All rights reserved. 8
Program Goal
Create opportunities to quote SmartNet coverage Immediate revenue opportunity
Create opportunities to quote New hardware for items no longer supported
PIX firewalls, 2600 series routers, 2900, 3500, 3550 series switches
Create opportunities to optimize network operations via technical services
Systems may require software/configuration upgrades New feature sets provide new services
© 2007 Cisco Systems, Inc. All rights reserved. 9
Customer Reports
Contract Summary Contract #, Contract Type, Install location, service start & end dates, product #, serial #, Item type and status
Uncovered Equipment Install Site ID/ Name, Install location, start & end contract date, product #, serial #, order date, Cisco PO#
© 2007 Cisco Systems, Inc. All rights reserved. 10
Westcon Customer Incentive
$100 in Amex Gift Certificates Be one of the first 15 partners to submit end-user validated Letters of Agreement (LOA) to qualify for a $100 Amex Gift Certificate
Your opportunity to earn $$ instantly, and create ongoing opportunity!
© 2007 Cisco Systems, Inc. All rights reserved. 11
Services Led Program - 2nd level
Targeted at Partners that have working knowledge of their customer networks
Utilizes discovery tools to ensure quality of data
Aims to clarify / confirm assumptions about the devices on the network
Cisco’s Know the Network (KTN) provides the foundation for this level
© 2007 Cisco Systems, Inc. All rights reserved. 12
Cisco’s “Know the Network” Solution
The Know the Network (KTN) solution is a set of business capabilities for collection-led network discovery and inventory reporting
Network Inventory reports contain uncovered items, Last Day of Support devices and timeline, contract status and site information.
Know the Network enables contract correctness, reduced risk, understanding of assets, and faster renewals and entitlement
© 2007 Cisco Systems, Inc. All rights reserved. 13
Cisco’s “Know the Network” Solution Conduct a one-time co-managed network
discovery and service contract update
Synchronize Partner / Customer / Cisco’s view of the Networks
Update / Organize information Identify opportunities for renewal / attach of
Services or replacement of
Establish a streamlined Co-managed process Ensure that future changes are properly handled and synchronized as the Network is updated
© 2007 Cisco Systems, Inc. All rights reserved. 14
Introduction
Assessment
Preparation
Customer Kickoff
Engagement Plan
Train – SCMP
Train – CNAC
Install collector
Perform network discover and inventory
Send data to Cisco
Parse collected data
Validate SN/PID
Produce reports
Send reports
Establish target view
Map locations to Site IDs
Create contracts
Create quotes
Get quote approval
Manage $0 updates
Confirm updates
Establish MACD* process
Establish entitlement controls
Close engagement
Implement MACD (Ongoing)
Engage Collect Process Apply Maintain
Average Three Month Engagement (Based on size and complexity)
*MACD = Moves, Adds, Changes, and Deletions
3 weeks 1 week 1 week 8 weeks
Cisco’s “Know the Network” Solution
© 2007 Cisco Systems, Inc. All rights reserved. 15
Additional Portal Features Include:
KTN Engagement Notes KTN Report(s) Tracking and Download Engagement Validation Self-Service Access to KTN Collateral/Training
The KTN Portal will provide a self-service, central location for authorized Cisco Partners to:
Learn more about the benefits of conducting a KTN engagement; Create a KTN profile; Access KTN process information; Upload network collection files Create and Track KTN engagements Track KTN report requests; and Access links and templates to make changes to Cisco service contracts.
Cisco’s “Know the Network” Portal
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Create your KTN Profile
Upload Network Collection files
Access KTN Collateral and Training
Cisco’s “Know the Network” Portal
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Provides a detailed view of validated, actionable information, including: current Service Coverage, Uncovered Equipment and Last Date of Support (LDoS) equipment
Based on equipment information taken directly from the network collection
Assists the Account Team in managing and executing the changes
Cisco’s “Know the Network” Reporting
© 2007 Cisco Systems, Inc. All rights reserved. 18
Link to “Know the Network” Portal
http://tools.cisco.com/ktn/
© 2007 Cisco Systems, Inc. All rights reserved. 19
More Sales, Higher Margins
Enhance cash flow and margins
Penetrate new markets
Improve competitive advantage
Increase customer retention
Expand your relationship with your customer
Selling Cisco Technical Support Services can help you
© 2007 Cisco Systems, Inc. All rights reserved. 20
Cisco Technical Services
© 2007 Cisco Systems, Inc. All rights reserved. 21
Cisco Technical Services Delivery Components:
Cisco Technical Services
Software Support Cisco.com
Advance Hardware Replacement Cisco® TAC
© 2007 Cisco Systems, Inc. All rights reserved. 22
Cisco Operating System Software Support Maintain the Resiliency of Your Cisco Network
Increase performance of current features Add new functionality, often without
additional hardware investment Enhance network and/or application
availability, reliability, and stability Extend the useful life of Cisco devices with
software updates
Protect your OS investment
© 2007 Cisco Systems, Inc. All rights reserved. 23
Cisco.com Website Productivity Tools and Knowledge Library
Anytime, anywhere access to information Automated troubleshooting tools Personalized content and solutions 80% of all network issues are solved online
Lower operating expenses Reduce phone time Open and track service requests online
Improve staff competencies Extensive, technical knowledge library for
implementation, operations, and optimization of your network
Access to information about certification training
© 2007 Cisco Systems, Inc. All rights reserved. 24
Configuration/ Installations Tools
Troubleshooting tools
Case Management tools
Technical documents
Cisco.com Online Tools
© 2007 Cisco Systems, Inc. All rights reserved. 25
Technical Assistance Center Resolve Issues Fast to Maintain Network Performance
Direct Access to Cisco Technical Experts Highly-trained network and application
software engineers worldwide
Computer science/electrical engineering degrees
Engineering staff averages 5 years of industry experience
CCIE professionals
Expertise in a broad array of technologies
24 x 7 global access by phone, web or email
© 2007 Cisco Systems, Inc. All rights reserved. 26
Advance Hardware Replacement Maintain Network Operations
Cisco and its Partners and Vendors help maximize operational reliability Deliver globally consistent, timely remote and
onsite support through exceptional diagnostic and part-sparing programs
Provide time-sensitive delivery of replacement hardware
Support your risk mitigation plans
Coverage in over 120 countries
900+ fulfillment depots
2hr, 4hr, 8 x 5 NBD
© 2007 Cisco Systems, Inc. All rights reserved. 27
Technical Services for Small- and Medium-Sized Businesses (SMB)
SMB Smart Business Portfolio: Cisco SMARTnet Service Cisco Smart Care Service Cisco Smart Foundation Service
Additional Services:
Cisco Services for Integrated Service Routers (ISR)
Cisco Software Application Support Services
SMARTnet Service for Smart Business Communication Systems (SBCS)
*Select the service to view more details
Small- and Medium-Sized
Businesses
© 2007 Cisco Systems, Inc. All rights reserved. 28
Service Features SMARTnet Smart Foundation Warranty
Expert Technical Support 24 Hour Configuration,
Diagnostic and Troubleshooting
8–5 Business Day x
Priority Escalation for Case Assignments x x
Online Tools and Resources to Improve Your Productivity
Full cisco.com Access SMB Support Assistant
Portal/Client x
OS Software Minor and Major Releases OS Minor Software
Updates x
Advance Replacement on Parts
8x5xNBD 8x5x4
24x7x4 8x5xNBD 10 days
Onsite Field Engineer to Swap Advance Replacement Parts
Option x x
Warranty vs. Services
© 2007 Cisco Systems, Inc. All rights reserved. 29
Tools & Resources
© 2007 Cisco Systems, Inc. All rights reserved. 30
Service Finder
Service Finder Online Tool for Quickly Finding all the Technical Services Available for a Specific Product
Quickly find the services available for your products www.cisco-servicefinder.com
Software and Hardware Products Cisco Brand (CBR) Part Numbers No CEC or CCO needed
© 2007 Cisco Systems, Inc. All rights reserved. 31
Technical Service Quick Start Guide For T2 Partners
www.cisco.com/go/tsquickstart
© 2007 Cisco Systems, Inc. All rights reserved. 32
Accelerate Training Topics Include:
Making the First Sale SMB Support Assistant Selling Services on Uncovered Equipment Selling Services Contract Renewals
Earn cash prizes
Log into www.cisco.com/go/accelerate
© 2007 Cisco Systems, Inc. All rights reserved. 33
Pay For Performance - P4P
• Indirect partners only • 6 month incentive periods • $100,000 hardware minimum to qualify • CSEP required • $67,000 in FY08 payouts to 19 partners ranged from $204 to $13,835
Attach Rate Incentive Threshold Rebate
65% 1% 75% 2% 85% 3% 90% 4%
Renewal Rate Incentive Threshold Rebate
75% 1% 80% 2% 85% 3%
90% 4%
www.cisco.com/go/p4p-canada
© 2007 Cisco Systems, Inc. All rights reserved. 34
Pay For Performance - P4P
© 2007 Cisco Systems, Inc. All rights reserved. 35
Conclusion
Wealth of uncovered and end of life opportunities in Canada
Services = Customer Loyalty = Profitability
Tools, programs, and promotions are available to help you build a services practice
Call to Action
Create sales opportunities within your customer base!
© 2007 Cisco Systems, Inc. All rights reserved. 36
Dan Forbes Cisco Business Specialist
905-287-2714 [email protected]