Cisco Smart Care Service Program Overview US Canada Theatermedia.gswi.westcon.com/onedefense_us/presentations/Cisco_Smart_Care... · Presentation_ID © 2007 Cisco Systems, Inc. All

© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialPresentation_ID 1

Cisco Smart Care Service

Program OverviewUS Canada Theater

Presented By:

Kelli KirwinBusiness Development ManagerUS Canada Smart Care


Learning ObjectivesBy 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


Customers want…Convenience of network-level coverage

Identification and responsiveness to network health issues

Operational efficiencies and scalability

Security assessments, fixes

Cost containment


Backed byPartner-ledAdvanced

Technology(UC)

Partner Services

Cisco Smart Care ServiceA proactive services platform on which partners can build the next generation of personalized services


• 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

Cisco Smart Care ServiceTarget Customer


Features and Deliverables


Network-level coverage on a single contract

Remote network monitoring of Cisco devices on network

Proactive notifications to simplify the updating of Cisco devices

Assess and repair services to identify potential network issues

Assess and prepare services to simplify the addition of new technologies and applications over time (Security & Voice)

Cisco® Smart Care ServiceMain Features

Network-level coverage on a single contract- 24x7 Partner access to the TAC- NBD HW replacement to the end user- IOS updates and upgrades- Software Application Support / Essential

Software Updates (SAS/ESW) for UC software- Cisco.com and Smart Care Control

Panel/Dashboard

Basic remote network monitoring of Cisco devices on network

Proactive notifications to simplify the updating of Cisco devices

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)


NETWORK DATA

CLIENT

How does it work?Network Discovery, Assessment, and Repair

Reactive SupportProactive Maintenance

Installed Base

BusinessIntelligence

NETWORK

TAC

Customer Partner Cisco

Network Monitoring & Assessment

RMA

TechSupport

NetworkAssessment

andRepair

Value Add Partner

Services

Smart Care Service Partner Dashboard


Partner Summary (Dashboard)


Alerts and Notifications


VoIP Assessment


Pricing Framework


Pricing FrameworkElements Used to Calculate Price

Client Installed on Partner Laptop

Network InventoryCustomer Network




$ PRICE = 1)Number of devices (pricing bands)

2)Type/complexity of devices (pricing levels)

Network InventoryCustomer Network




Network Inventory


Pricing Strategy Product Strategy Alignment - Commercial Class Products IncludedChannel Program Alignment – Pricing Level aligned to Specializations

Pricing Level 1

Routing, Switching & basic security

Pricing Level 2

Level 1 plus security

Pricing Level 3

Level 2 plus CM Express and Unity

Express

Pricing Level 4Level 3 plus Call

Manager, Unity, IPCC Express, MeetingPlace

Express

Express Unified Communications

Specialization

Minimum Premier or SMB

Select

Advanced Unified Communications

Specialization

Routing, Switching, Basic Security:800, 1600, 1700, 1800, 2600, 2800, 3600, 3200, 3700, 3800, 5400, 7200SOHO 70, SOHO 90, 500, 2900, 2940, 2950, 2960, 2970, 3550, 3560, 3750, 3900, 400*, 4500,,5000, 6500,PIX, AP1xxx

Security & Storage Technologies: ASA 5505, 5510, VPN 3000, IPS Service (Future)

Advanced Voice Technologies:IPCC Express, Call Manager, Unity, Meetingplace Express

Voice Technologies:Call Manager Express, Unity Express, IP Phones (excluded from device count)

Minimum Premier or SMB

Select


Cisco Smart Care ServicePrice to the Partner

Phones and software licenses are NOT considered an individual device in device countsThe 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 discoveredSome 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

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 89-105Level 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 ExpressLevel 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

http://www.cisco.com/go/smartcare


Weighting: Higher/lower complexity devices are assigned higher/lower factors

Each device is assigned one of three weighting factorsComplex 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) = 17devices

Device Series Weighting Factor

“Basic” Routers and Switches

1

• 5400 Series Router• C4000 Series Switch• C4500 Series Switch• C5000 Series Switch

5

• 7200 Series Router• UBR 7200 Series Router• C6500 Series Switch

10

• Access Points 0.25

• 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



Portfolio Alignment and Value Proposition


Services Increase Partners’ MarginsServices-led interactions

increases customer satisfaction

Increased customer satisfaction leads

to increased customer loyalty

A 5% increasein customer loyalty

leads to a 75% increase in net

customer value!Source: Data from Service Leadership, Inc.

0%

10%

20%

30%

<20% 21-40% 41-60% 61-80%

% Services

Par

tner

Mar

gins

>80%


Sample Partner Branded Smart Care Based Managed Service Offerings

Partner’s Value-Added Service

“wrapper”

Cisco Smart Care

Foundation

Smart Care

Profit Contribution

$$$

Partner-added Services Profit Contribution

$$$$

Profit

Investment

Quarterly business reviewsPre-paid engineering bundlesReal time monitoringAsset managementIT vendor managementDisaster recovery planningSecurity consulting servicesOn-site support servicesEnd-user training, knowledge transferDesign servicesPre/post deployment assessmentsDeployment supportReadiness assessments (network and operations)Architecture servicesIOS software strategy


Cisco Smart Care Financial Model Tool


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 service-led 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 strategywith Cisco

Simplify contract maintenance by leveraging a single contract with auto-renew and auto-add features


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 reliableEnables customers to foresee potential problemsbefore 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 responsivenessProtects and leverages Technology InvestmentsOffers the combined benefits of local partnersupport, backed by Cisco, with a single contract


Commercial Portfolio Positioning

Degree of IT Self Sufficiency

Impo

rtan

ce o

f Net

wor

k

Self Service Full Service

Impo

rtant

Mis

sion

Crit

ical

SMARTnet

SmartFoundation

Service

Smart CareService

Fully Managed Services + SMARTnet

Customer-ProvidedMonitoring

& Management Tools,NOC People,

Integrated Processes

Partner-ProvidedMonitoring

& Management Tools,NOC People,

Integrated Processes


Partner Eligibility and Enablement


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


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 createcustomized, partner-branded marketing collateral and initiate demand generating activitiesSmart Care Services Partner Training Tracks provides tailored, in-depth trainingfor various stakeholdersLive Partner Lab provides free engineering training on the tools platformDemonstrate Smart Care services portal using Customer Flash Demo


Smart Care Collaborative ResourcesMy Marketing Tool

Easy construction of customized partner collateral through:

Boiler plate copy for several types of collateral

Image LibraryNeutral Look TemplatesBlank TemplatesCisco Service logoAbility to upload partner

logos/images


Smart Care Collaborative Resources

Campaign Builder– Customizable Demand

Generation Assets, including:

•Email•Postcard•Full Page Ad•½ Page Ad•Partner Flyer•Web Banner


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


Support Resources

Other points of service contacts may include: Cisco CIN and Encover Contract Services

Smart CarePartner

CiscoSSC

CiscoTAC

Smart CareAdministrator

• Supports Customers

• Registration• Access Issues

• Contract Management

• Billing

• Smart Care Product Questions

• Tech Support

• RMA Support

Supports Partners with:


• Eligibility/Certification

• Contract Exclusions

• Terminations• Credit Requests


www.cisco.com/go/ssc

800-GO-CISCO

http://tools.cisco.com/ServiceRequestTool/create/launch.do

800 553-2447


Partner Promotions


Early Adoption Partner Promotion

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

Cisco is offering 12 months of Smart Care Service for the price of 9 months for partners purchasing an annual SMARTcare agreement**

**for a limited time only


Remote RemediationRemote Remediation

Proactive Notifications

Regular Monitoring of the Network

Partner Visibility to the Network

Key Takeaways

Visibility to the Network

Proactive Notifications

Opportunity to Sell High-value Services.

Regular Monitoring of the Network


Partner Smart Care Portal and Contacts

Access www.cisco.com/go/smartcareTraining (self-paced and Webinars)Flash Demos (partner and customer)DocumentationGetting Started

Email [email protected](Smart Care Business Development Managers)

Engage the Smart Care team above for…Detailed Smart Care discussionOrdering and technical demonstrationRegistering as an authorized Smart Care providerPortfolio and capability buildingTarget customer profiling


mailto:[email protected]


Documents

Cisco Smart Care Service Program Overview US Canada Theatermedia.gswi.westcon.com/onedefense_us/presentations/Cisco_Smart_Care... · Presentation_ID © 2007 Cisco Systems, Inc. All