cisco smart care

© 2013 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute.C97-721796-00 © Apr 4 2013 Cisco and/or its affiliates. All rights reserved. 1

Cisco Smart CarePresenter Name and Title

Date

•C97-721796-00 © 2012 Cisco and/or its affiliates. All rights reserved. © 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute 2

Relationships and Ecosystems

New Business Models

Changing Customer Business Needs

Solutions and Service Sales

Market Dynamics Cause Challenges

Increase profitability?

Invest for growth? Increase market differentiation?

How do I…


Cisco Smart Services Innovation: Better Visibility, Information, and Understanding at Every Phase

25 years of networking innovation and leadership

50 million installed devices

6 million annual customer interactions

More than 90,000 technical documents

CISCO DEEP KNOWLEDGE BASE

Services that have automatedsoftware-enabledcapabilities

…and collectnetwork diagnosticdata

…that is analyzed and compared toCisco® deep knowledge base

…to provideactionable insight.


PROFESSIONALSERVICES

SUPPORTSERVICES

• Increase incremental services revenue

• Increase margins using automation

• Increase service value and customer loyalty

Optimize Your Existing Practice

• Gain architectural expertise to deliver new professional services

• Use Cisco® assets to build a managed services practice

• Acquire expertise to deploy certified cloud solutions

Quickly Expand intoNew Practices

MANAGEDSERVICES

What Smart Services Can Do for You


• Add own expertise and value to fully address total customer needs

• Offer multi-vendor solution support• Provide personalized customer

service

• Provide technology expertise using intellectual capital and enabling tools

• Complete best-practice comparison and validate report results

• Frequently update intellectual capital to incorporate new learning

Collaborative Partner ApproachCombining Strengths to Meet Customer Needs

Integrated Solution Offering

PartnerCisco

•C97-721796-00 © 2012 Cisco and/or its affiliates. All rights reserved. © 2012 Cisco and/or its affiliates. All rights reserved. This document is Cisco Confidential. For Channel Partners only. Do not distribute. 66

Cisco Smart Care ServiceA Smart, Collaborative Service

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

Collaborative offer that pre-packages Smart capabilities and Cisco Technical Support

Sold only to Cisco partners, not to end-customers

Partners lead the offer and take the first phone call.

Sold at same price as SMARTnet with a option to qualify for 15% Smart adoption rebate

Partners build a high-value services using the offer to build differentiation and avoid competition

Portal is optimized and co-branded for you. Use it to deliver high value services to the end-customer

6 Things to Know About Smart Care

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

Smart Care Capabilities

‘4 Pillar’ Capabilities

Smart Capabilities

Licensing

24 * 7 Partner access to Technical Assistance Center (TAC)

Cisco.com and Smart Care Portal / Tools Access

NBD Hardware Replacement with Optional 4 Hour & Onsite Coverage

Cisco IOS Updates and Upgrades & Software Updates

Cisco Smart Care Service

IB & EOX management

Product Alerts and

Notifications

Assess and Repair – Security,

Core, IPv6 , MediaNet

Device diagnostics

(SCH)Reports Disaster

Recovery

Partner Value AddsPartner Value Add

Par

tner

Def

ined

, Bra

nded

& D

eliv

ered

Ser

vice


CUSTOMER BENEFITS• Comprehensive care: All covered devices• Dual expertise: Cisco & certified partner• Greater profitability: Fewer outages

PARTNER BENEFITS• Strategic advantage• Decreased time-to-market • Long-term profitability with a service-led model• Differentiation with full-featured offering • Enhanced business growth • Operational efficiencies

Cisco Smart Care Service

Smart Care

The Cisco® Smart Care Service is a partner-led offer with which you can create your own branded managed service solution and quickly take it to market by combining Cisco intellectual capital with advanced “smart” capabilities.


What’s New with Smart Care

Easy:

Simplified pricing, quoting, and ordering

Faster Customer Onboarding Revenues Up, Costs Down, Employees Effectively Utilized

Flexible:

Options for device coverage and onsite service

Seamless:

Integrated workflows, centralized repository, multiple contract imports


Smart Care Capabilities Provide a Platform for Growth

Cisco® Intellectual Capital Plus Smart Services Innovation

Global Infrastructure

CISCO SMART CARE SERVICE

CiscoProvides

• TAC access• Hardware replacement• Software updates• Cisco.com access

Monitoring with one-stop portal Installed base management Alerts and notifications Device diagnostics Assessments and repairDisaster recoveryIPS signature updatesDetailed reporting


…That You Build Upon to Gain Differentiation from Competition

Your Expertise

Cisco® Intellectual Capital Plus Smart Services Innovation

Global Infrastructure

CISCO SMART CARE SERVICE

YouProvide

CiscoProvides

YOUR BUSINESS EXPERTISE• Your Managed Services brand• Understanding of business culture• Local language• Personalized service offerings• Long-standing customer

relationships• Vertical industry specialization

YOUR TECHNOLOGY SPECIALIZATIONS• Application security• Disaster recovery• Remote PC management• Server management

You Own the Customer Relationship


Cisco Smart Care Service Target Customer • Businesses that value a

secure and highly available network

• Network is critical to business operation

• Minimal IT staff with limited networking expertise

• Want to out-task to save time and effort to a trusted partner


Smart Care Service Key Features • Smart Care Control Panel: One-stop shop for monitoring networks• Installed Base Management: Validation of Cisco® devices’ service levels

against Cisco intellectual capital• Proactive Notifications: PSIRTs correlated with IntelliShield alerts to

provide security vulnerability information; EOX alerts

• Assess & Repair: Proactive, periodic assessments to identify and fix issues

• Assess & Prepare: Assessment of network’s readiness for new technologies

• Disaster Recovery Services: Backs up configuration offsite• IPS Services: Ensures IPS signature are up-to-date to protect against

attacks • Reports: Monthly business reports; weekly network exception reports


How It WorksNetwork Discovery, Assessment, and Repair

Cisco® Smart Care Control Panel

Cisco Smart Care Virtual or Hardware Network Collector

Network Monitoring and Assessment

Proactive Maintenance

Reactive Support RMA

TechSupport

Network Data

TAC

BusinessIntelligence

Installed

Base

Value-Add Partner Services

NetworkDiscovery

NetworkAssessment and Repair

Device Diagnostics

Customer Partner Cisco


Smart Care and Collector Security Smart Care provides multiple layers of security.

Processing at CiscoServers behind firewalls and secure switch network; Cisco® IT managed and limited access locked facility; Titan scripts hardened; intrusion detection system

Transport and PortalDevice detail only; data encrypted; HTTPS secure transport; no sensitive data; no company or personal data

Network Collector at Customer SiteBehind client firewall; all services run locally on Collector, SNMP (RO); Telnet and SSC access only; device configuration data only; encrypted for data transfer; Cisco.com ID login and password required; password rules


Minimum Partner EligibilityPricing Levels and Tools Access Align to Specializations

*

Technology levels Minimum EligibilityBasic

Cisco Channel certification of Select or above OR one small business specialization (SMB-SPL) OR one Smart Care eligible authorization

Business hours (8X5) Level 0 & 1 business support and call back (self-certify)

Accept Smart Care T&Cs Pass Cisco® Smart Care Service online test (free to partners)

Unified Computing Systems (UCS) except UCS C- Series Servers

Minimum Eligibility for Routing, Switching, Security, Wireless Unified Computing Technology Specialization 1 support engineer who has passed Data Center Unified Computing

Implementation, Data Center Unified Fabric Implementation & Data Center Unified Computing Troubleshoot exams

Advanced Voice products such as Communications Manager Express, Cisco Unity Express, Cisco CallManager, Cisco Unity, IPCC Express, Cisco MeetingPlace Express

Minimum Eligibility for Routing, Switching, Security, Wireless Cisco Advanced Unified Communication Specialization* *Aligns with worldwide channel requirements in specific theatres


Customer Networking Environment

“Enterprise-type network

complexity

“Commercial-type network

complexity”

Resell practice Maturity Level 2/3 practice

Maturity Level 4/5practice

Customer Segments

Partner Maturity

Cisco Branded Services

Smart Net Total Care

Partner Support Service

Collaborative Services

Collaborative Services

Smart Care

Target Partner ProfilePremier + Status and Ability to Field 1st Line Support Calls


Steps to take advantage of Smart Care

Adoption• Work with your Cisco®

business development manager and distributor to embed Smart Care into your portfolio

• Learn about available promotions and incentives, including the Cisco Funded Network Assessment Program, which helps to offset upfront costs by earning backend rebates by performing assessments

Acceptance• Accept the Smart

Care terms and conditions and access the central control panel

• Take advantage of the Smart Care Not for Resale program for due diligence, training, and customer demonstration purposes

Awareness• Access the Smart

Care on-demand training

• Complete the test• Read testimonials

Advice• Participate in either

a formal or informal Smart Care partner or peer group to share best practices


ECCOM Expands Offerings, Boosts Profits

BusinessValue

• Improved customer productivity and profitability• Enhanced profitability due to value of Cisco® Smart Care

customized offering• Increased efficiency with central portal for monitoring

customers’ covered devices

• Receive advance warning of customers’ potential network problems

• Reduce intervention by senior network technicians and Cisco for particularly complex issues

• Eliminate need to manually log in and monitor individual networking devices

• Cisco Smart Care Service proactively alerts ECCOM about potential issues on customer networks

• Smart Care requires less intervention from Cisco or network specialists to solve customer problems

• Cisco Services provide broader and more unique portfolio of network solutions to customers

Challenges Solution

“We are always looking for ways to differentiate ourselves, and Smart Care gives us an edge. We especially like the fact that the service can be customized to offer additional value.” – Sophie Shi, Business Development Specialist, ECCOM Network System Co. Ltd


BusinessValue

• Expanded Besttel’s IT services to move from “break-fix” model to proactive network management

• Reduced number of system alerts on local university network from 350 to 19 within months

• Cut customers’ support costs by 17 percent while providing higher-value service

• Increase sales by providing more customized services to customers

• Move beyond “break-fix” IT approach to more active role in anticipating network issues

• Keep track of individual contracts, service-level agreements, and hardware termination dates

• Cisco® Smart Care Service increases network visibility

• Cisco Smart Care Service helps enable Besttel to offer a wider range of services

• Cisco Smart Care Service provides the ability to manage any device reachable by IP under a co-terminated contract

Challenges Solution

“Customers have always appreciated that we are a local organization with a personal approach to sales. Now we can reinforce that with the technical expertise and industry-leading tools available from Cisco.” –Paul Cobley, Managing Director, Besttel

Besttel Moves Beyond “Break-Fix”Approach to IT Services


Smart Care Support Community• We are now leading all our resource material with our Support Community

https://supportforums.cisco.com/community/netpro/solutions/smart_services/smartcare


For More InformationSmart Care Contacts by Region• Smart Care Partner website: www.cisco.com/go/smartcare

• Smart Care Support Community: https://supportforums.cisco.com/community/netpro/solutions/smart_services/smartcare

• United States and Canada: [email protected]

• Latin America: [email protected]

http://www.cisco.com/go/smartcare



mailto:[email protected]


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