playbook for hosted services webinar slides
TRANSCRIPT
Playbook for Hosted ServicesThursday August 6, 20152:30pm ET/ 11:30am PT
Presented By:
Kevin Selkowitz
About NetSapiens
Unified Communications Platform for Service Providers
Class 4/5 Softswitch Geographic Redundancy Session Border Controller SIP Trunking Feature Server WebRTC Mobility Recording Device Provisioning Call Center Applications Multi-tenant User Portals
My Perspective
https://www.youtube.com/watch?v=6KeG_i8CWE8
Director of Product Management
Previously Director of Business Communication Systems for a Regional CLEC
Playbook For Hosted Services Know The Game You Are Playing Create Your Playbook Execute Your Plays
Special Teams Trick Plays
Know the Game You are PlayingDon’t be Coach Lasso- An American football coach in London
Ties and no playoffs? Why do you even do this?
I think I literally have a better understanding of who killed Kennedy than
what is offside
Trend: SIP is Taking Over
CY13 CY14 CY15 CY16 CY17 CY18$0.0
$5.0
$10.0
$15.0
$20.0
$25.0
0
20
40
60
80
100
120
Revenue Seats/Trunks
Hosted VoIP, UC & SIP Trunking
Source: Infonetics, 2014
Trend: Cloud is Taking Over61% of businesses 20-99 employees have adopted cloud
services.
9%
79%
12% Have Adopted Cloud ServicesHave Not Adopted Cloud Services
61%39%
Source: PC Magazine, 2014
Trend: Cloud is Taking Over78% of small businesses will have fully adopted cloud solutions
by 2020
10%
90%
Will Have Fully Adopted Cloud Solutions by 2020Will Not Have Fully Adopted Cloud Services
78%
22%
Source: PC Magazine, 2014
Why Is The Cloud Taking Over?
CostSavings
Ease Of Management
Access To Technology
$ +C
Trend: MobilityAre You Ready For The Mobile Office?
36%30%
22% 12%
Trend: MobilityMost installed phone systems can’t adapt!
Of the Firms that do,
34% of employees work away from the
offices62% of businesses
have remote workers
Voice communication is extremely or very
important
What About Voice?
Planning to look at new phones in the next three
years.
Looking to upgrade because of something
other than saving money.
This is what businesses have to say:
50%74% 69%
“ “ “
“ “ “
Source: Hanover 2015
Hosted PBX OpportunitiesThe market is wide open!
1 to 4 5 to 19 20 to 49 50 to 99 100+0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
94%83% 78% 78%
71%
6%17% 22% 22%
29%
TDM IPSource: Marketvision 2014
Create Your Playbook
xxx xx
xx
xxxo o o
o oo o o
Hosted PBX
Develop a strategy that is right for your business
Questions You Should Ask Yourself Who is my target client? Who is my competition? What features should I offer? How should I package and price my
product?
Who is Your Target Client?Build your business model around the people you will be serving.
Tip: Customize your offering to serve vertical markets.
Geography? User count? Type of business? Special features (call center, multisite, etc.)
Who is your Competition?Differentiate yourself from the competition to get a leg up.
Know thy enemy Learn their packages and features Identify their weaknesses Drive a wedge
What Features Should You Offer?
Decide if you want to be highly tailored and high touch or off the shelf and low touch
Run through each feature you want to offer, test it with each line of devices you offer
SMBs’ Most Wanted Features1. Voicemail to email (38%)
2. Remote desk phones (25%)
3. Music on hold (25%)
4. 3 way calling (24%)
5. Mobile client for desk phone (24%)
6. Interoffice dialing (24%)
7. Interface to manage phone (21%)
8. On Demand call recording (20%)
9. Integration with 3rd party systems (15%)
10. Conference bridges (13%)
11. Call reporting (13%)Source: Hanover 2015
How should you package & price?
Includes
TargetPricing (MRC)
PBX Feature Set
Utility Applications
$15
Basic+Portal Access+Voicemail
End User Configuration
$25
Standard+UC+MobilityKnowledge Worker
$35
Basic Standard Premium
All Packages Include: Auto Attendant, Music on Hold, Admin Portal Long Distance: Unlimited or Large Bucket of Minutes Phone Price: $5-$50 per month based on chosen phone with option to
purchase Non-recurring: $0-$50 per seat (one time)
Alternative Pricing Plans
Trunk + Seat
Charge for trunks and seats separately ($30 per trunk, $10 per seat) Trunk only ($60 per trunk, Unlimited seats)
$25/Seat $30/trunk$10/seat
$60/trunks
10 Seats $250 $190 3 trunks$220 4 trunks
$180 3 trunks$240 4 trunks
50 Seats $1250 $950 15 trunks $900 15 trunks
100 Seats $2500 $1900 30 trunks $1800 trunks
Executing Your PlaysUse these best practices when it’s game time!
Getting to the End Zone
Sales Qualification
Proposal and Order Creation
Site Survey/LAN Assessment
Order Entry and
Equipment Ordering
System Configuration Installation
Customer Training Day 2 Support
Sales Qualification
Have a good sales presentation & flyer Validate feature sets Identify handset preferences Make sure network goes to phone
locations
Proposal and Order Creation
Have templates ready with package pricing
Provide some upsell opportunities
Tip: Don’t forget Fax!
Site Survey/ LAN Assessment
Validate/design switching infrastructure Assess WAN design
Separate or shared WAN Check for SIP ALG
Look for surprises like door phones, overhead paging systems, alarms, etc
Order Entry and Equipment Ordering
Tip: NETXUSA & ScanSource are great suppliers
Drop ship equipment preconfigured
Send a customer worksheet to identify users, ring groups, auto-attendants, etc.
System Configuration
Tip: Issue a test DID, let the customer confirm its good.
Build system based off customer worksheet
Have a checklist (there’s going to be many steps)
Have an internal check
Installation
Usually the easiest part – just plug in, test, and go!
Install in parallel to existing system, soft cut
Customer Training
Don’t underestimate the need for training
Do live calls with reception
Leave one page cheat sheets
Day 2 Support
Expect to get calls!
Sometimes a lot of calls
Don’t worry it will quiet down after the first week
Special TeamsPartner with other companies that specialize in specific parts of
the Hosted PBX ecosystem.
Phone HardwareWhich vendors and which phones should you choose?
Polycom
Cisco Mediatrix Panasonic
Yealink
Hardware Comparison
Phones
Cost(Approximate)
Features
• Full range from basic single line to large touchscreen
• Many Conference Phones• DECT Coming soon
• Full range from basic single line to large touchscreen
• 1 Conference Phone• DECT Available
• $70 for a basic 1 line phone• $170 for a color Gig phone• $280 for a medium touchscreen
• $40 for a basic 1 line phone• $140 for a color Gig phone• $180 for a large touchscreen
• Advanced • Above Average
VSPolycom Yealink
Weigh your options and decide based on your specific needs.
Customer Premise Equipment Switching
-Small office (<20): Shared LAN-Larger office: VLAN or separate switches-POE: nice but optional
Customer Premise Equipment Firewall
-Avoid SIP ALG at minimum-MikroTik very effective for off-net QoS
Bonus Tip!
Two-Way Paging Paging controller for external
speakers Strobe Controller Loud Ringer Works with Polycom Multicast Paging PoE
The Utility Player of your team will be the Algo SIP Alerter.
Billing Integration
Calls generally billed by CDR or SIP billing headers
Seats/trunks can be billed by API or SQL queries
Origination/Termination
Connect to your current Class 4 switch
Use a gateway to PRI services
Nearly any SIP provider worldwide
Trick PlaysWhen a traditional approach doesn’t work, you get creative.
Analog PRI/POTS Deliver SIP with PRI/POTS gateway to
their current PBX
Let them dip their toe into VoIP
Stand by ready to replace with Hosted PBX when their PBX fails
Disaster Recovery Sell Hosted PBX as a DR solution
Forward calls to cells, softphones or desk phones at their backup site
Typically billed with low monthly cost and metered usage
Application Integration Find an industry specific application and
integrate with it via API
Ex: tanning stores all use industry specific CRM packages, integrate screen pop, call history, automated dialing reminders, click to dial to capture the market
You Have Home Field Advantage! Personalized Service Local Sales Force On-call Technicians Reference Customers
You Can Deliver
Questions?Connect With Us Today!
1 (858) 764-5213
www.netsapiens.com
Twitter: @NetSapiens