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2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

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Page 1: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager
Page 2: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

2© 2003, Cisco Systems

SMARTnet Workshop12. Januar 2005

Thomas SchattenhoferChannel Service Account Manager

Page 3: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems333

Agenda

• Begrüßung

• SMARTnet

• Cisco Enhanced Package Service (CEPS)

• SCC Registration Tool

• SMB Support Assistant

Page 4: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems444

Sie verkaufen eine Lösung!

Technologie

Service & Support

+

Page 5: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems555

Guter Service bedeutet …

Kundenbindung

Kundenzufriedenheit

Vertragsverlängerung

Kompetenz

Page 6: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems666

Cisco SMARTnet

CCO (Cisco Connection Online) Web-Support (24 Std. an 365 Tagen)

Software Updates und Upgradesfür IOS (24 Std. an 365 Tagen)

HW-Austausch

8 x 5 x nä. AT

HW-Austausch

8 x 5 x 4 (2)

1.

2.

3.

4. HW-Austausch

24 x 7 x 4 (2)

TAC (Technical Assistance Center) Telefon-Hotline (24 Std. an 365 Tagen)

Page 7: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems777

“Ihr” Service

TACTAC

CCOCCO

SWSW

HWHW

TACTAC

CCOCCO

SWSW

HWHW

PlanungPlanung

DesignDesign

ImplementationImplementation

IntegrationIntegration

OptimierungOptimierung

SMARTnet “Ihr” Service

Page 8: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems888

HH

Support Backbone

Main TACs

Satellite TACs.

RaleighSan Jose

BrüsselBrüssel

London

Sydney

TokioSeoulSeoul

PekingPeking

TAC (Technical Assistance Center) - 24 Stunden

Page 9: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems999

www.cisco.com – Technical Supportwww.cisco.com – Technical Support

Page 10: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems101010

Software Upgrade Service

Software Updates und Upgradesfür IOS (24 Std. an 365 Tagen)

Software Download* Cisco IOS Release Wechsel* Cisco IOS Versions Wechsel

Software besitzt Lizensierung!

Page 11: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems111111

Hardware Austausch

opt.

opt.

Hardware Austausch8 (h) x 5 (Tg.) x am nä. AT

Hardware Austausch8 (h) x 5 (Tg.) x 4 (h) / 2 (h)

Hardware Austausch24 (h) x 7 (Tg.) x 4 (h) / 2 (h)

Page 12: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems121212

SMARTnet Guide

Page 13: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems131313

Cisco Service Sales

Channel Service Account Manager:

Thomas Schattenhofer ([email protected])

CA ICAM:

Marcel Flaschberger ([email protected])

Tel.: 0044 191 555 77 50

[email protected]

Katharina Bock

Page 14: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems141414

Sind Sie schon dabei ...

Cisco Enhanced Packaged Service

(CEPS)

Page 15: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems151515

Cisco Enhanced Packaged Service ...

= ist ein Incentive Programm für 2.tier Reseller

• belohnt Ihre Leistung

• hilft Ihnen das Servicegeschäft aufzubauen

• macht Ihr Servicegeschäft profitabel

• ist einfach zu managen

Page 16: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems161616

CEPS schliesst die Lücke!

Cisco Shared Support Programme

Cisco Packaged Services

CISCO ENHANCED PACKAGED SERVICES

Page 17: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems171717

Cisco Enhanced Packaged Service (CEPS)

• Teilnehmer: jeder Reseller

• Basis: Attachment Rate

Level 1 Level 2 Level 3

Cash 0% 2% 6%

MDF 4% 6% 6%

Total 4% 8% 12%

Page 18: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems181818

Service Sales Performance Measurement (SSPM)

Gruppe 1

•Service Cat. 1-6

•Min. Produkte über 5Q = 20

•SSPM Ziele•Level 1 – 20 – 40%•Level 2 – 40 – 70%•Level 3 – +70%

•Ausschüttung•Level 1 – 4% MDF•Level 2 – 6% MDF 2% Cash•Level 3 – 6% MDF 6% Cash

Gruppe 2

•Service Cat. 7-18

•Min. Produkte über 5Q = 5

•SSPM Ziele•Level 1 – 40 – 80%•Level 2 – 80 – 160%•Level 3 – +160%

•Ausschüttung•Level 1 – 4% MDF•Level 2 – 6% MDF 2% Cash•Level 3 – 6% MDF 6% Cash

Page 19: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems191919

Cisco Enhanced Packaged Service (CEPS)

Vorteil:

• Bis zu 12% mehr Profit / Backend Rebate

• MDF Geld kann wieder in Sales investiert werden

• Leichter Einstieg

• Kein Risiko

• Keine Verpflichtung

• Renewal Business

Page 20: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems202020

Wie ist meine Leistung?

Page 21: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems212121

Wie viel habe ich verdient?

Page 22: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems222222

Enhanced Packaged Service (CEPS)

• Registrierung:

www.cisco.com/go/eceps

Page 23: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems232323

Bitte Geld abholen!

Unterstützung erhalten Sie unter der deutschen CEPS Line: +44 / 1628 / 49 62 12

Page 24: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems242424

SMARTnet Registrierung

1. Registrierung mit einem SMARTnet Token.

2. Neu! SMS Registrations Tool

Page 25: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems252525

Registrierung mit einem Token

CiscoSMARTnet

Vertrags #Vertrags #Token #Token #

Registrierung 1. Reseller2. Standort / Endkunde3. Produkte4. Seriennummern

Page 26: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems262626

Neu! Registrierung via …

SMS Registration Tool

Vorteile:• Schneller• Kein Lagerbestand• Vorbereiteter Vertrag in SCC• Kein physikalischer Token

Page 27: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems272727

Wie können Sie das neue Tool nutzen?

• Bitte registrieren Sie sich unter diesem Link http://www.cisco.com/go/ecsms

• Sie benötigen eine CCO User ID mit einem Reseller Profil. Sie erhalten Unterstützung unter [email protected]

Page 28: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems282828

SMS Registration Tool ...

Sie gehen auf www.cisco.com/public/scc

Login to SCC Registration Tool

Page 29: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems292929

Klick auf “login to SCC registration tool”

Page 30: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems303030

Tragen Sie Ihre CCO ID und Password ein

Page 31: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems313131

Klick auf “SCC registration search”

Page 32: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems323232

Klick auf “Search”

Page 33: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems333333

Search Results

Page 34: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems343434

“Shell Contract” auswählen

Page 35: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems353535

Daten komplettieren

Page 36: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems363636

Klick auf “Search”

Page 37: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems373737

Klick auf “apply selected reseller to registration”

Page 38: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems383838

Klick auf “Search”

Page 39: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems393939

Install Site auswählen und “apply Selected install site to Registration” klicken

Page 40: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems404040

Reseller Daten und “Install site” Daten komplett

Page 41: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems414141

Klick “new contract and complete details”

Page 42: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems424242

Tragen Sie die Seriennummer ein und klicken Sie “register”

Page 43: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems434343

Registrierung ...

ist nun abgeschlossen!

Sie erhalten eine Vertragsnummer.

Page 44: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

44© 2003, Cisco Systems

Cisco SMB Support Assistant

Technischer Support fürSmall und Medium Business

Page 45: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems454545

SMB Support AssistantSMB Support Assistant

SMARTnet NBDSMARTnet NBD

On Demand access to IOS Major, Minor,Maintenance Releases

24 Hour configuration,diagnostic & troubleshooting

NBD Adv Replacement HWFrom Local Depot

Full Cisco.com Access

Bug Fixes As Needed

Case Open Whenever you Need it and we will Respond Within one Business Day

Same Day Ship Advance Hardware Replacement

Guest access to Cisco.com tools*

Cisco SMB Support Assistant

Operating software maintenance

Timely expert technical support

Replacement parts delivered to your site

Online tools and resources to improve your productivity

*SMB Cisco.com portal in development

Page 46: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems464646

Cisco SMB Support Assistant: Für Routing, Switching, Wireless and VPN/Security

Switches SOHO Routers Routers Firewall Products

Wireless Products

C2900 XL 800BB 1600 PIX AIRBR

C2940 800TRAD 1700 AIRAP

C2950 1800   AIRCA

C2970  2600   AIROLD

C3500XL  2800   AIR340

C3550    AIR350

C3560      AIR1100

      AIR1300

        AIR1400

Cisco SMB Support Assistant does not support VoIP or Quality of Service (QoS)

29502950

17001700

Highlighted products available during pilotHighlighted products available during pilot

Page 47: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems474747

Pilot:

Produkte:

1700, 2950

Sprachen:

englisch, französich, deutsch, italienisch, spanisch,

Bestellung wie SMARTnet

Nur mit “–VS” Artikelnummer

Pricing ist ca. SMARTnet minus 45 %

Cisco SMB Support Assistant Verfügbarkeit

Page 48: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems484848

SMB Support AssistantThe Client/Server Application

Page 49: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems494949

SMB Support AssistantLog in mit Cisco.com User ID

Page 50: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems505050

SMB Support Assistant Client Homepage

Page 51: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems515151

SMB Support Assistant Troubleshooting - Password Recovery

Page 52: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems525252

SMB Support Assistant Password Recovery – Step 1 of 4

Page 53: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems535353

SMB Support Assistant Password Recovery – Step 2 of 4

Page 54: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems545454

SMB Support Assistant Password Recovery – Step 3 of 4

Page 55: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems555555

SMB Support Assistant Password Recovery – Complete!

Page 56: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems565656

SMB Support Assistant Online SMB Portal

Page 57: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems575757

SMB Support Assistant Online SMB Portal Homepage

Page 58: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems585858

SMB Support Assistant Network Scenarios

Page 59: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems595959

SMB Support Assistant Contract Information

Page 60: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems606060

SMB Support Assistant Device and Reseller Information

Page 61: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems616161

SMB Support Assistant Online SMB Portal

Page 62: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

62© 2003, Cisco Systems

Fragen?

Page 63: 2 © 2003, Cisco Systems SMARTnet Workshop 12. Januar 2005 Thomas Schattenhofer Channel Service Account Manager

© 2003, Cisco Systems636363