service led selling -...

© 2007 Cisco Systems, Inc. All rights reserved. 1

Service Led Selling

Dan Forbes Cisco Business Specialist Westcon Canada


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


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!!


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!


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


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


Letter of Agreement


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


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#


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!


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


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


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


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


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


Create your KTN Profile

Upload Network Collection files

Access KTN Collateral and Training

Cisco’s “Know the Network” Portal


  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


Link to “Know the Network” Portal

 http://tools.cisco.com/ktn/


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


Cisco Technical Services


Cisco Technical Services Delivery Components:

Cisco Technical Services

Software Support Cisco.com

Advance Hardware Replacement Cisco® TAC


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


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


 Configuration/ Installations Tools

 Troubleshooting tools

 Case Management tools

 Technical documents

Cisco.com Online Tools


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


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


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


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


Tools & Resources


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


Technical Service Quick Start Guide For T2 Partners

www.cisco.com/go/tsquickstart


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


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


Pay For Performance - P4P


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!


Dan Forbes Cisco Business Specialist

905-287-2714 [email protected]

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