technical support services one single source contract support capitalize on this growth opportunity!
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Technical Support Services
OneOne
Single Source Contract Support
Capitalize on this growth opportunity!
IBM Technical Support Services
What is One Stop?
Consolidated support plan for multi-vendor environment
Single point of ownership for problems
Delivers skills and experience across the x86 platform
Reduces maintenance contracting costs
Improves efficiency
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IBM Technical Support Services
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Why Select IBM for OEM x86 maintenance?
IBM TSS supports 80% of the Fortune 100 companies
58 support centers worldwide for rapid response supporting 170+ countries
Dedicated and exclusive education/training provides deep diagnostic skills for all technicians, across multiple manufacturer’s products
Strong remote support with level 2 and 3 support to resolve issues without waiting for onsite technician
World class parts and logistics processes and tools
IBM has held the #1 position in TBR’s quarterly Corporate IT Service & Support Customer satisfaction for third-party support providers in 10 out the last 13 calendar quarters
IBM Technical Support Services
Customer Triggers To Look For…
Customers maintaining their own equipment
Customer not happy with their current HP/Dell Maintenance
Customers with HP/Dell CarePack's are Prime IBM ServiceElite Targets
Customers moving from HP/Dell to IBM
Customer looking for a Single Point of Contact
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IBM Technical Support Services
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How It All Works:
Full post warranty support:
24x7x4hr
9x5x4hr
Next Business Day
Customer Calls 800 IBM Serv
IBM Support Center
Problem Determination
Resolve
Dispatch
Transfer IBM
Vend
Blend
Blades
EMC
HP/Dell
Towers
IBM Technical Support Services
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Account Control
Maintenance Life Cycle Management is a concept used to gain account control:
– Consolidate IBM/HP/Dell/EMC maintenance on one contract
– Provide you access to see their inventory, start/end dates,
– Customer updates you on inventory changes
– You have access to the location and age of systems
– You have maintenance cost info for refresh proposals
– You build a stronger relationship by regular interaction
– You become a critical part of your customers extended team
IBM Technical Support Services
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How to Land
The first step in account control is lock down the maintenance contract you own
Gain access to the customers inventory
Provide inventory list to Ingram Micro for review
– Inventory list includes model and type (serial number needed for contract)
– Provide SLA’s
– Decommissioned equipment
– Co-term dates
Implement as a whole contract or in selective stages
IBM Technical Support Services
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Potential Questions to Ask Your Customers:
1. When is the warranty up on your equipment and what service levels is it at? i.e. 7x24x8
2. When does your current contract expire and is all of your equipment on one contract?
3. How satisfied are you with your current service provider?
4. Are there any IBM machines at the location or is it multi-vendor?
5. What other vendor’s equipment is installed?
IBM Technical Support Services
How to Expand Offer IBM Software services to upsell the existing
contract
Extend the service contract duration
Offer IBM Global Finance lease to help with the consolidated contract costs
Layer your professional services on top of the new equipment you uncovered
– Remote Monitoring
– Help Desk
– Security
– Business Continuity/Backup and Recovery
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IBM Technical Support Services
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Sell the Software Services Stack
Integrated Software Support Solution
IBM / HP / Dell x86 Servers
Software Subscription (Linux/MS/VMware)
Software Support (Linux/MS/VMware)
VMware Support
Account Advocate (ETS / CTS)
IBM Technical Support Services
What is Service Elite? One Contract for all IBM Equipment
– Flexible terms
• Co-term dates
• Multiple years 1-8 years
– Flexible billing options
– Enhanced Services Offerings
– Easy to add/remove hardware and software support
– Supports addition of multiple services for new products on one contract
Larger install base
Customers wanting one contract that could include multiple locations
10+ servers for software support = better pricing
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IBM Technical Support Services
Benefits of Elite for Business Partner
Annuity streams driving more predictable revenue
Improved value add and customer satisfaction
Improved account control and asset management
BP becomes the Trusted Advisor
Prepay discount for multiple years and tiered pricing
Upsell Opportunities
Provides incentives for longer-term contracts, adding
multiple services and prepaid billing
Allows machines to be added with coterminous contract
end/renewal dates
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IBM Technical Support Services
What’s Next …
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