Cisco Smart Care through Comstor Jackie Roberts Cisco Services Operations Manager May 7, 2008 1
Smart Care through Comstor Smart Care Service is a unique, powerful services platform that enables Cisco Certified partners to build the next generation of personalized services for their SMB and Midmarket customers Comstor will help you: Understand the Smart Care Service offering Identify potential Smart Care customers Learn the Smart Care pricing framework Build customer loyalty by providing solutions that meet your customer s needs Help you increase your margin by providing Services led solutions Assist in simplifying contract management 2
Why Buy Smartcare through Comstor? 1st 30 resellers who purchase Smartcare through Comstor will receive a $300 credit to their Comstor account through July 25, 2008*** Details: Reseller must take and pass Smartcare On Line Exam Reseller must choose Comstor as their Smartcare Distributor Reseller purchase Cisco Smartcare through Smart Care Portal during promotional period of April 8 July 25, 2008 Smartcare must invoice by July 25, 2008 Reseller will receive credit memo to their account after service invoices 3
Cisco Smart Care Service Program Overview US Canada Theater Presented By: Kelli Kirwin Business Development Manager US Canada Smart Care 4
Learning Objectives By the end of this presentation, you will be able to: Describe the Cisco Smart Care Service offering Identify potential Smart Care customers List the Smart Care deliverables Explain the Smart Care pricing framework List partner eligibility requirements Communicate the Smart Care value proposition Explain how Smart Care aligns with other service offerings 5
Customers want Convenience of network-level coverage Identification and responsiveness to network health issues Operational efficiencies and scalability Security assessments, fixes Cost containment 6
Cisco Smart Care Service A proactive services platform on which partners can build the next generation of personalized services Partner-led Advanced Technology (UC) Backed by Partner Services 7
Cisco Smart Care Service Target Customer Small Mid Size Commercial Customer See network as critical to their business operation Limited IT resources Businesses with 5 to 105 mostly Cisco Network devices (not including IP Phones) Tools sweet spot: 50-600 concurrent users 8
Features and Deliverables 9
Cisco Smart Care Service Main Features Network-level coverage on on a single a single contract contract - 24x7 Partner access to the TAC - NBD HW replacement to the end user Remote - IOS updates network and upgrades monitoring of Cisco devices - Software on Application network Support / Essential Software Updates (SAS/ESW) for UC software Proactive notifications to simplify the - Cisco.com and Smart Care Control updating Panel/Dashboard of Cisco devices Basic Assess remote and network repair services monitoring identify of Cisco devices potential on network network issues Proactive Assess notifications and prepareto services simplify to the simplify updating the addition of Cisco of new devices technologies and applications over time (Security & Voice) Assess and repair services to identify potential network issues Basic assess and prepare service to simplify the addition of new technologies and applications over time (voice) 10
How does it work? Network Discovery, Assessment, and Repair Customer Partner Cisco NETWORK Tech Support RMA TAC CLIENT Value Add Partner Services Business Intelligence Network Assessment and Repair Smart Care Service Partner Dashboard NETWORK DATA Installed Base Network Monitoring & Assessment Proactive Maintenance Reactive Support 11
Partner Summary (Dashboard) 12
Alerts and Notifications 13
VoIP Assessment 14
Pricing Framework 15
Pricing Framework Elements Used to Calculate Price Network Inventory Customer Network Client Installed on Partner Laptop 16
Pricing Framework Elements Used to Calculate Price Network Inventory Customer Network Client Installed on Partner Laptop $ PRICE = 1)Number of devices (pricing bands) 2)Type/complexity of devices (pricing levels) 17
Pricing Framework Elements Used to Calculate Price Network Inventory Client Installed on Partner Laptop 18
Pricing Strategy Product Strategy Alignment - Commercial Class Products Included Channel Program Alignment Pricing Level aligned to Specializations Advanced Unified Communications Specialization Advanced Voice Technologies: IPCC Express, Call Manager, Unity, Meetingplace Express Express Unified Communications Specialization Voice Technologies: Call Manager Express, Unity Express, IP Phones (excluded from device count) Minimum Premier or SMB Select Security & Storage Technologies: ASA 5505, 5510, VPN 3000, IPS Service (Future) Minimum Premier or SMB Select Routing, Switching, Basic Security: 800, 1600, 1700, 1800, 2600, 2800, 3600, 3200, 3700, 3800, 5400, 7200 SOHO 70, SOHO 90, 500, 2900, 2940, 2950, 2960, 2970, 3550, 3560, 3750, 3900, 400*, 4500,,5000, 6500,PIX, AP1xxx Pricing Level 4 Level 3 plus Call Manager, Unity, IPCC Express, MeetingPlace Express Pricing Level 3 Level 2 plus CM Express and Unity Express Pricing Level 2 Level 1 plus security Pricing Level 1 Routing, Switching & basic security 19
Cisco Smart Care Service Price to the Partner Number of devices in network (bands) Feature Levels 1-7 8-10 11-14 15-18 19-30 31-42 43-57 58-72 73-88 89-105 Level 4 $3,413 $5,119 $7,678 $11,517 $16,700 $23,380 $32,732 $44,188 $59,654 $80,533 Below plus Call Manager, Unity, IPCC Express, MeetingPlace Express Level 3 $2,925 $4,388 $6,581 $9,872 $14,314 $20,040 $28,056 $37,875 $51,132 $69,028 Below plus CM Express and Unity Express Level 2 $2,340 $3,510 $5,265 $7,898 $11,451 $16,032 $22,445 $30,300 $40,905 $55,222 Below plus security Level 1 $1,950 $2,925 $4,388 $6,581 $9,543 $13,360 $18,704 $25,250 $34,088 $46,019 Routing, Switching & basic security Phones and software licenses are NOT considered an individual device in device counts The price will represent the total annual cost to the partner for customer s entire Cisco network The level for the entire network is determined by the highest single application or device discovered Some complex product series have an increased device weighting (4000/5000 series = 5, 6000/7000 series=10, AP=.25, IP Phone=0) A listing of supported devices and their associated weights can be found under Resources at www.cisco.com/go/smartcare or in the Smart Care Portal under Support 20
Weighting: Higher/lower complexity devices are assigned higher/lower factors Each device is assigned one of three weighting factors Complex product series will be assigned to a higher weighting factor Based on price of chassis Example: Network with four 2851 routers, three 3560 switches and one 6509 switch would have a device count of: 4 x1.0 (for 2851 s) plus 3 x 1.0 (for 3560 s) plus 1 x 10.0 (for 6509) = 17 devices Device Series Weighting Factor Basic Routers and Switches 5400 Series Router 5 C4000 Series Switch C4500 Series Switch C5000 Series Switch 7200 Series Router 10 UBR 7200 Series Router C6500 Series Switch Access Points 0.25 1 IP Phones 0 A list of supported devices and their associated weights can be found under Resources at www.cisco.com/go/smartcare or in the Smart Care Portal under Support 21
Portfolio Alignment and Value Proposition 22
Services Increase Partners Margins 30% Services-led interactions increases customer satisfaction Partner Margins 20% 10% Increased customer satisfaction leads to increased customer loyalty 0% <20% 21-40% 41-60% 61-80% % Services Source: Data from Service Leadership, Inc. >80% A 5% increase in customer loyalty leads to a 75% increase in net customer value! 23
Sample Partner Branded Smart Care Based Managed Service Offerings Quarterly business reviews Pre-paid engineering bundles Real time monitoring Asset management IT vendor management Disaster recovery planning Security consulting services On-site support services End-user training, knowledge transfer Design services Pre/post deployment assessments Deployment support Readiness assessments (network and operations) Architecture services IOS software strategy Partner s Value- Added Service wrapper Cisco Smart Care Foundation Profit Partner-added Services Profit Contribution $$$$ Smart Care Profit Contribution $$$ Investment 24
Cisco Smart Care Financial Model Tool 25
Value Proposition for Partners Cisco Smart Care Service expands your business opportunities by providing a proactive services platform on which you can build the next generation of personalized services. Improve profitability by transitioning to a serviceled model based on higher profit margins and predictable recurring revenue Differentiate your business by developing personalized services for small and mid-sized customers Increase customer loyalty by delivering an exceptional service experience Cost-effectively grow your service business through a collaborative go-to-market strategy with Cisco Simplify contract maintenance by leveraging a single contract with auto-renew and auto-add features 26
Value Proposition for Customers Cisco Smart Care Service proactively verifies the network is secure, reliable, and functioning optimally. IT resources are free to perform other tasks, increasing employee productivity Verifies that the network is secure and reliable Enables customers to foresee potential problems before it can impact their business Provides information to better manage and improve the network Reduces the time and effort necessary to keep the network running optimally Increases employee productivity and customer responsiveness Protects and leverages Technology Investments Offers the combined benefits of local partner support, backed by Cisco, with a single contract 27
Commercial Portfolio Positioning Importance of Network Important Mission Critical Customer-Provided Monitoring & Management Tools, NOC People, Integrated Processes Smart Foundation Service SMARTnet Partner-Provided Monitoring & Management Tools, NOC People, Integrated Processes Smart Care Service Fully Managed Services + SMARTnet Self Service Degree of IT Self Sufficiency Full Service 28
Partner Eligibility and Enablement 29
How Does a Partner Qualify for Cisco Smart Care Service? Select Certification or higher Provide end customer s technical support 8x5 business hours Complete live or online training Pass Cisco Smart Care Service online exam Register as a Cisco Smart Care Service Partner Accept both Cisco and Encover Terms and Conditions 30
Partner Enablement Support Leverage Smart Care s Financial Modeling Tool to assess the impact of different models to your company s ROI Use Cisco s My Marketing Tool to create customized, partner-branded marketing collateral and initiate demand generating activities Smart Care Services Partner Training Tracks provides tailored, in-depth training for various stakeholders Live Partner Lab provides free engineering training on the tools platform Demonstrate Smart Care services portal using Customer Flash Demo 31
Smart Care Collaborative Resources My Marketing Tool Easy construction of customized partner collateral through: Boiler plate copy for several types of collateral Image Library Neutral Look Templates Blank Templates Cisco Service logo Ability to upload partner logos/images 32
Smart Care Collaborative Resources Campaign Builder Customizable Demand Generation Assets, including: Email Postcard Full Page Ad ½ Page Ad Partner Flyer Web Banner 33
Smart Care Collaborative Resources Seminar in a Box Sample Agenda Seminar Invitation Customizable Presentation Neutral Template Interactive Customer Tools Demo Seminar Evaluation Form After seminar Telemarketing Script 34
Support Resources Smart Care Partner Cisco SSC Cisco TAC Smart Care Administrator Supports Customers Supports Partners with: Supports Partners with: Supports Partners with: Registration Access Issues Contract Management Billing Smart Care Product Questions Tech Support RMA Support Eligibility/ Certification Contract Exclusions Terminations Credit Requests www.cisco.com/go/ssc 800-GO-CISCO http://tools.cisco.com/servicer equesttool/create/launch.do 800 553-2447 Other points of service contacts may include: Cisco CIN and Encover Contract Services 35
Partner Promotions 36
Early Adoption Partner Promotion Cisco is offering 12 months of Smart Care Service for the price of 9 months for partners purchasing an annual SMARTcare agreement** The three months free promotion can be used in one of the following ways: a) Partner can choose to hold all of the promotional value to ease adoption costs b) Partner can choose to pass a portion of the promotional value to the customer to accelerate new offering adoption and maintain adoption relief c) Partner can choose to pass all of the promotional discount to their customers further accelerate customer adoption **for a limited time only 37
Key Takeaways Partner Visibility to the Visibility to the Network Network Regular Monitoring of the Network Proactive Notifications Remote Remediation Opportunity to Sell High-value Services. 38
Partner Smart Care Portal and Contacts Access www.cisco.com/go/smartcare Training (self-paced and Webinars) Flash Demos (partner and customer) Documentation Getting Started Email smartcare-uscan@cisco.com (Smart Care Business Development Managers) Engage the Smart Care team above for Detailed Smart Care discussion Ordering and technical demonstration Registering as an authorized Smart Care provider Portfolio and capability building Target customer profiling 39
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