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Intellectual Property
All materials from this deck are confidential and for intended use only* and cannot be distributed outside this use without prior written consent of ScanSource.
* Copyright © 2010. All Rights Reserved. Unless expressly authorized in writing by the copyright owner, any copying, reproduction, exhibition, export, distribution or other use of this product or any part of it is strictly prohibited. External sources and external trademarks are the property of the referenced sources.
Polycom Global Services & SSC Total CoverageMarc Moro, Polycom Service Channel Account Manager & Matt Brungardt, SSC Technical Team Lead
Agenda
• Why sell services?• Where’s the opportunity?• ScanSource Communications & Polycom• Differentiate YOUR Business
Why sell services?
• PROFITABILITY– Maintain/Increase Account Control
• CUSTOMER SATISFACTION– Satisfied customers are loyal customers who will
continue to buy• VALUE OF YOUR BUSINESS
– Builds a high margin annuity stream that will keep your business profitable
Growth
Lost Renewal Opportunity
• US annual Lost Service Opportunity: $50M
• US Distribution Average: 30%
• PGS Average: 40%
Key points to consider…• Required Service Contracts
– As of 11/1/09 Polycom requires a support contract be paired with the purchase of new VIDEO, CORE, & SELECT VOICE Products
– Products requiring a service contract include:
• ALL video and infrastructure products • VVX1500 C and D Business Media Phones
• Service coverage MUST be continuous
• Voice Solutions• UC Intelligent
Core Solutions
• Network Planning and Design• Implementation
• For Wireless:• Site Survey• Implementation• Application Integration• Network Certification
• Telepresence & Video Solutions
• Immersive Telepresence
• Network Planning & Design• Implementation• UC Professional Services
• UCIC Migration Service• UCIC Upgrade Service• UCIC Optimization Service
• Elite• AdvancedAccess• ImmersiveCare 24x7x4 Hour
Response• ImmersiveCare• Video Network Operations
Center (VNOC)
• VNOC Certification
• Network Planning & Design• Project Management• Installation• Performance Benchmarking
& Best Practices Assessment
• Wireless Support• VoIP Support
• Wireless Training
• Elite• AdvancedAccess• Premier Onsite 24x7x4 Hour
Response• Premier Onsite 24x7• Premier Onsite• Premier 24x7• Premier
• Elite• AdvancedAccess• Premier Onsite 24x7• Premier Onsite• Premier 24x7• Premier
• CVE Technical Training• Systems Administrator
Training
• CVE Technical Training• Systems Administration
Training• End User Training
• Professional Services
• Support Services
• Training
• Solution Planning & Design, Pilot Solution Deployment, Full Solution Deployment, and UC Certification Training
• Across the Polycom Solution• Unified
Communications Professional
Services
Complete Services Portfolio
Polycom AdvancedAccessDeliverables & Benefits
• Polycom AdvancedAccess Team– Composed of highly skilled video specialists– Priority Routing through dedicated contract method
• Assigned Service Engineer (ASE)– Responsible for the technical oversight of all customer
support issues– Detailed knowledge of the customer solution & environment– Personalized assistance can help provide faster problem
resolution to maximize solution uptime– Solution level support rather than service based on device
• Access to Telephone Technical Support 24/7– Meet the requirements of your video operations
• Asset Reporting– Monthly update of the asset list of all Polycom Products
covered under the agreement– Provide a detailed picture of your Polycom install base
• Requirements– All Polycom equipment in your environment should be
covered– Nominated technical personnel
Matrix – Service ComparisonElite Polycom AdvancedAccess Polycom Premier
Pro-active Re-active Re-active
Large Organization Mid-size Organization
ESM - -
ESE ASE -
Polycom High Care Support Team Polycom High Care Support Team
Technical Support - 24x 7 Technical Support - 24x 7 Technical Support - Business hours
Asset Management Asset Management -
Root Cause Analysis - -
Software Version Management - -
Upgrade Management - -
Program Reviews - -
Monthly Utilization Report (NEW) - -
Recommended when (start with) 4 UC Intelligent Core & 60 endpoints
Recommended when (start with) 2 UC Intelligent Core & 30 endpoints
Base Level Service
Polycom UC Network Monitoring Service
• A cloud based annual subscription service• A monitoring solution providing
Network performance monitoring for Voice and Video Assessment, monitoring, reporting information, across
the WAN, MPLS, internet, and a customer’s LAN. Results available real time via online portal in the cloud
• Non invasive device connects to network No configuration or deployment required Device on loan for duration of subscription
• Customer Benefits: 24x7 online Performance monitoring and proactive alerting Weekly or monthly performance reporting Instant visibility of network performance Instant visibility of bandwidth utilization Ability to replicate traffic to identify issues
Meet the ScanSource Communications Polycom Total Coverage Team
Technician Years of Experience Focus
Rich Cole – Team Lead 11 Endpoint & Infrastructure
Matt Brungardt – Team Lead 7 Endpoint & Infrastructure
Kyle Dewitt – Team Lead 8 VoIP, Gateways
Jason Crawford 12 Endpoint, VoIP & Installed Voice
Chad Steiner 6 Endpoint, VoIP & Audio
Sean Sparacio 2 Endpoint & Infrastructure
Adam Mobley 2 Endpoint & VoIP
Philip McKinney 1 Endpoint
Zach Bronis NEW Endpoint
ScanSource Communications Polycom Total Coverage
• As a DSP (Distributor Service Provider) Polycom Partner, ScanSource Communications Total Coverage Service includes:– Pre sales and Tier 1 & Tier 2+ post-sales support following the below
value added support model, to internal and external customers
Reseller calls Into Tech Services
Tech handles call enters case
& captures Serial Number
We act as Tier1 and Tier
2 Support
When case is resolved, CRM case is closed.
If needed, escalate to
vendor.
We manage vendor case
through completion, and act as
SPOC
83% of cases closed < 1 day --- 75% < 30 minutes
ScanSource Communications Polycom Total Coverage
We are an extension of yourtechnical support team(s)
• Annual DSP Customer Satisfaction Survey– Prepared by Boston Research Group, August 2011
• For the Service Period May 2010 – April 2011
– Pre report “ ScanSource Communications is clearly a very strong and valued Polycom Channel Partner with 100% top 3 box satisfaction and 96% “continued usage.” ScanSource also achieved strong satisfaction ratings across all service and support areas.”
• Support Stats– 95+% deflection rate*– 1500 cases/month– 2300 call center contacts/month
ScanSource Communications Total Coverage Services Program
• In addition to Polycom Service Contracts our services program also includes:– Total Coverage Video Endpoint Installations
• Video Endpoint, Carts, Monitors and microphones
– Total Coverage hosted and managed services
• What’s to come…– Total Coverage Implementation & Integration Services– Total Coverage Training and Education Program– And Much More…
There is a difference…
• Between your Service Practice and every other Resellers Service Practice…
• Do you know what it is?
• Have you told anyone?
Differentiate Your Business
Discounts = Value Destruction
Defend Your Value – Don’t Give It Away!
• If a client wants a lower price, THEY MUST GIVE SOMETHING UP TO GET IT!
• And they need to understand the value of what they are giving up
• Longer contractual commitments are a good value tool
Supersizing and order – Partner View
Product - RMX 2k MPMx (10HD), CMA 4000 (100), VBP 5300
ServiceServices GMGross MarginImplementation
TotalMarginGM
$49,460$22,257
45%
$71,681$33,007
46.1%
3 Year Service $
3 Year Service $
$22,221
$19,390$7,75640%
$22,221
$41,611$18,506
44.5%
1 yearService $
1 yearService $
Services GM $10,750 $10,750
What is customer loyalty worth?
5% increase
75% increase
A 5% increase in customer retention, due to increased loyalty, yields a staggering 75% increase in the net present value of an existing customer.
Value of Customer Loyalty
Source: Frederick F. Reichheld, Loyalty Rules!
Customer Loyalty Net Customer Value
Current customer relationshipyields
What is in it for you?
• Increase Revenue• Strengthen customer relationship with
consultative selling• Enhance customer satisfaction & repeat
business• Increase retention rates & profit– 85% (with
services) vs. 62% (without services)• Reduce competitive threats
Questions?Contact Information:
Reseller Line877-847-7000 x4095
Total Coverage Line877-835-7000
[email protected] Test Sites:64.126.109.100913-693-8488