Service Attach Best Practice for Distributors. 5-Apr-2016

Transcription

1 Service Attach Best Practice for Distributors 5-Apr-2016

2 Overview of Today s session Services Best Practices: The Business Value of Attach Available resources for distributors: E- consulting tools Selling Cisco Technical Services

3 Services Best Practices The Business Value of Attaching Services Peter Berriman Director, Services Sales Global Partner Organisation

4 Services are the Key to sustainable business success The continued commoditization of products erodes selling price and reduces a company s ability to maintain profitability and growth. Services are recognized globally as the key to companies success in face of ever increasing competition and globalization. Services, which can easily be packaged to avoid direct comparison with competitors, gives companies the opportunity to sell total business solutions thus maintaining their unique benefits and protecting margins and revenue growth.

5 L E A R N Services fit in the business lifecycle Operational Excellence Adapt to Changing Business Requirements Maintain Network Health Manage, Resolve, Repair, Replace Coordinated Planning and Strategy Make Sound Financial Decisions Optimize Operate Prepare Implement Plan Design Implement the Solution Integrate Without Disruption or Causing Vulnerability OPPORTUNITY IDENTIFICATION Assess Readiness Can Your Network Support the Proposed System? Design the Solution Products, Service, Support Aligned to Requirements S E L L

6 Warranty versus Service Agreement

7 Differentiation benefits from services Service relationships offer unique opportunity to differentiate you from competitors Demonstrable value to your Customer Greater exposure to reinforce your value Less comparable competition for differentiated service offerings e.g. Managed Services, SLA based services, pre-emptive services, Advanced Services True business-partner relationship with your Customer assuring their infrastructure continuity builds loyalty and increases stickiness

8 Opportunity generation Enhances networking opportunities for influence Greater visibility of Customer needs Improved knowledge of planning cycles and process Relationships are stronger building greater trust and sharing of business challenges and opportunities

9 Internal Sales and Service collaboration Essential to maximise the opportunity Free exchange of strategies, plans, targets and partner knowledge Recognition for lead generation resulting in sales Guidance to service staff for identification of useful information A broader network to acquire knowledge of your Customer

10 Contract Management Automated renewals alerting to sales 3 months ahead of contract anniversary leverage Cisco E-Consulting for Partners Establish Sales quotas for services Keep correspondence relating to previously delivered services to reinforce value for renewal testimonials, other records. Consider linking commission to profit (not revenue).

11 Case Study Customer is a large trans-national Service Provider Established Customer of significant Australian based vendor Network is mature and facing competition form new technologies but still key to SP s operations. Established support contract under threat of price reduction or even cancellation Data collected for one year protects revenue and strengthens knowledge to identify new product and service opportunity

12 Situation Year 5 of established support contract in Banking sector Customer signals replacement imminent Customer signals all support contracts are being subject to review and 10-15% price reduction

13 Complication The network is old technology and any perception of poor value to the Customer will hasten replacement Poor service availability would also jeopardize opportunity to win replacement hardware

14 Implication There will not be an automatic renewal of the support contract I may miss my P&L target and have to reduce staff

15 Action Rally service staff to assure excellent support service quality Capture all examples and value of services delivered Flag impending increased support price Prepare business case for renewal Plan walk away position and negotiation strategy

16 Benefit Collected data on pro-active and rapid reactive service and quantified the value of protecting Customer s business continuity Demonstrated continuing value of both the network and the support service contract Outcome : Renewed contract at existing price Confirmed ongoing value and dedication to reinforce relationship with Customer Partner admitted to bid for other networks and associated support services

17 Summary Think of services as part of the whole business mix Services provide differentiation and increased competitive advantage Service exposure strengthens relationships Service Contracts assure annuity revenue Don t confuse warranty (LLW) with Service Agreements Services deliver higher margins

18 Services Best Practices E-Consulting Tools for Partners Hui Ann Zhao Business Development Manager, Services Sales Global Partner Organisation

19 What is Cisco E-Consulting for Partners? Sales Productivity Tool Data Inputs Continuous Measurements Actionable Opportunities Contextually-relevant Enablement Assets Partner Data Dashboard Partner Business Reports Cisco Experiences Findings & Recommendations Disti & Reseller Collaboration (Click-to-View)

20 Cisco E-Consulting for Partners Partner Homepage The Partner homepage is the default page for Cisco E-Consulting for Partners and provides quick access to your Dashboard, Partner Performance Tracker, Findings & Recommendations and Partner Reports

21 The Partner Dashboard gives you a holistic view into your services performance, including sales, delivery, and product indicators, rebate capability as well as any resulting strengths or areas for improvement Partner Profile Highlights 3. Partner Name Service Program Certification 8. Based on performance information, trending, product mix, and Cisco best practices, you are provided with your current performance standing and links to actionable information to help grow your business

22 The Partner Dashboard gives you a one-stop, holistic business view of your Cisco services and product business, including services sales, services delivery, and product sales performance indicators with trending graphs 3. 8.

23 The Partner Dashboard includes potential missed opportunities with one-click access for immediate action

24 The Partner Dashboard includes interactive rebate modeling capability. Understand what service metric percentage is required to meet or exceed your program incentives.

25 Single view of rebate performance for the entire fiscal year New tab Easy visibility of partner s standing and areas of focus to achieve rebates Toggle to view previous years Rebate threshold range for the partner s subregion Partners current performance from Cisco Performance Metrics Central (PMC) updated weekly with color coding based on rebate threshold requirements

26 Single view of PSS performance for the entire fiscal year Custom views based on the partner s profile Final cumulative performance for the fiscal year Eligibility threshold range for the partner s subregion Estimate of partner s cumulative performance YTD calculated by Cisco E-Consulting for Partners and updated weekly with color coding based on eligibility threshold requirements

27 Findings Diagnosis Recommendations If you want to see what the recommendations are for improving your key performance indicators, click on the Findings & Recommendations tab. Findings 1 Strength or Improvement Example of a Finding: Current Services Renewal Rate is below the minimum threshold to receive a rebate

28 Cisco E-Consulting for Partners Partner Business Review Reports The Partner Business Review Reports are on-demand power point reports that can be accessed via the Partner Reports tab. The PBR s include extensive summary and detailed analysis reports, such as: the program metrics summary, services opportunities, operational indicators, high level recommendations and yearto-date data.

29 Cisco E-Consulting for Partners In Summary Cisco E-Consulting for Partners is a powerful business intelligence platform that combines services metrics and Cisco experience to help you manage, grow, and optimize your services and technology practice, maximizing your Cisco Services Partner Program rebate Cisco E-Consulting for Partners Key Highlights: For more details, including user materials: Request an individualized session with the team: econsultingreadiness@cisco.com A look at your actionable customer sales opportunities A holistic view of your Cisco services and products business Interactive rebate modeling capability A list of strengths and weaknesses and associated recommendations for improvement In-depth business review reports on-demand Comprehensive view of your current Cisco Services Partner Program performance measurements against program eligibility requirements

30 Services Best Practices Selling Cisco Technical Services Sean Soh Partner Offer Specialist, Service Enablement Technical Services

31 What Cisco Technical Service Provides Access to specialized engineers in the Cisco Technical Assistance Center (TAC) Extensive online resources and global support community Advance hardware replacement options Latest operating system software updates and upgrades Proactive device diagnostics and alerts Install base and service coverage management

32 What You Can Sell Cisco Branded Services No eligibility requirements * beyond maintaining Cisco contractual relationship Cisco Delivers + Partner Sells * Certain Advanced Services may require technology specific ATPs

33 What You Can Sell Cisco Collaborative Services Offer specific eligibility requirements; certification, specializations, performance metrics Partner purchases Cisco intellectual capital and services infrastructure + Partner incorporates as an ingredient, then builds upon, sells and delivers * Certain Advanced Services may require technology specific ATPs

34 What You Can Sell Cisco Branded Services Ready-for-resale offers that speed time to market, increase technology and geographic reach Partners resell to customers, while Cisco delivers the service. Examples: Smart Net Total Care, Cisco Software Support Service, Cisco Solution Support * Certain Advanced Services may require technology specific ATPs

35 Technical Services Cisco Smart Net Total Care Provides foundational technical services, device diagnostics, and alerts Comprehensive inventory and contract management Proactive maintenance package Allows customers to improve risk management, resolve problems quickly, and reduce operating expenses Typical customer has a large, complex or dynamically changing installed base of Cisco products

36 Technical Services Cisco Software Support Service Offers foundational software application support in one single offering that is easy to transact, manage and renew Key to unlocking software license portability Right to Support via 24x7 Global TAC, CCO access & Cisco Support Community Right to Major Upgrades and Updates (minor and maintenance) for SW features Required per Cisco ONE Software Suite (1 st year) Partner Support Service (PSS) for collaborative delivery support

37 Technical Services Cisco Solution Support Primary Point of Contact Coordinates Between Key Vendors Cisco Solution Support Solution Focused Expertise Manages Case to Resolution Cisco Solution Support Accountability for centralized, coordinated management and resolution for any issue with Cisco and key products within your multi-vendor solution.

38 What You Can Sell Collaborative Services A business-to-business offer Combines Cisco services capabilities, with partner resources to create compelling solutions to customer Partner owns not only the sales relationship but the delivery relationship as well Examples: Partner Support Service * Certain Advanced Services may require technology specific ATPs

39 Collaborative Technical Support Cisco Partner Support Service* Provides qualified Cisco channel partners the tools and assets to build a range of new services to help profitably expand your business Combines Cisco foundational capabilities with software-based smart capabilities for you to incorporate into your collaborative delivery service offers. Smart capabilities provide visibility to end-customer devices and networks, enabling actionable insight Can support large and complex networks * Please review the eligibility requirements for your region.

40 Contact Alias For further questions, please reach out to below alias; Partner TS Core Sales Acceleration team Sales- TS Service

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42 Common Belief I can t book service because product has just been purchased and there is no PID SN yet Service start date effective immediately

43 I can t book service because product has just been purchased and there is no PID SN yet

44 In Cisco Commerce (CCW), you can create a service-only order by either converting an approved quote to an order Create quote: uncovered product information is known; request nonstandard discounts/duration Create a quote and identify uncovered products to attach services; convert quote to an order. No need to map services back to quote or creating a standalone order.

45 I can get RMA support immediate after attaching service

46 New Service Contract Support Any new service contract or renewed service contract after the expire of contract may takes up to 30 days for the contract database to be updated to drive the inventory sparing in the local depot. Dead-on-Arrival Warranty Advance HW Replacement Pre-requisite - - Active service contract Definition - New product that fails at initial power-up within 1 st 90 days. - Separate from warranty & service contrac t (Service level don t apply) Product that fails during warranty period* Replacement Brand new part (made-to-order) New or as new New or as new Source Manufacturing plant US depot/manufacturing Local depot Product that fails during service contract coverage period Delivery Manufacturing lead time** Ships within 10 Business Days** 8x5xNBD, 8x5x4, 24x7x4, 24x7x2 (Optional Onsite) Entitled party Customer/Partner who purchased directly with Cisco Customer/Partner who directly with Cisco purchased Service Contract owner (Customer). Cisco.com ID association to servic e contract is required. Customs Taxes & Duties Consignee Consignee Cisco

47 Summary You CAN book service in CCW even though there is no PID SN You CAN T get RMA support immediate after attaching service

48 Thank You