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Jeff McEachern

Business Development Manager

Smart Services

Smart Care

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Is there a more streamlined way to manage, plan

and budget?

Contract managementIs very difficult

It’s difficult to keep track of what’s in my

network & what is covered

Business continuity is

critical – Is my network reliable

enough?

How do I manage security

vulnerabilities?

Customer Challenges

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Solution: Cisco Smart Services

Services that have …which collect …which is analyzedand compared to

…to provide

Actionable InsightCisco’s Intellectual Capital

Network DiagnosticData

Automated Software-enabled

Capabilities

+ +CISCO INTELLECTUAL CAPITAL

25 years of networking innovation and leadership

50 million installed devices

6 million annual customer interactions

90,000+ technical documents

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Smart Care

‘Four Pillar’ Capabilities

Smart Capabilities

24/7 Partner Access to Technical Assistance Center

Cisco.com and Smart Care Portal/Tools Access

NBD Hardware Replacement with Optional Four Hour Coverage

Cisco IOS Updates, Upgrades, and Software Updates

Cisco Smart Care Service

Single Contract

Management

ProductAlerts and

Notifications

Securityand Core

Assessments and Repair

Remote Network

Monitoring

Voice Assessments and Quality Monitoring Services

Network Wide Maintenance

Coverage

Delivered and Supported by Partner

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Transformational Accounts

Cisco Smart Services

Enterprise

Commercial

Customer-led

Partner-ledCisco-enabled

Smart Net Total Care Partner Support Service

Smart Net Total Care

Partner Support Service

Smart Care Collaborative

Professional Services (CPS)

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Product EnhancementsOperational & Marketing Changes

What Partners Have Asked for…

Bigger Average Contract Size Higher Margins

Consistency with other Cisco

offers

Faster path to market

More Smart Care capable devices

Security enhancements

Better portal performance

Additional Assessments

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What Smart Care Delivered…

Customers with 1000+ devices

Product EnhancementsOperational & Marketing Changes

Cisco incentive programs: XIP

SKU-based like SMARTnet

Training, sales & technical tools

UCS & SMB devices

Better portal performance

SNMP3 protocol

Medianet & IPv6

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How it helped partners like you… Partner in Kansas:• Contract size capability

changes increased average contract size by 20%

Partner in Wisconsin:• SKU-based pricing

decreased order processing time by 33%

Partner in Missouri: • XIP program increased

margins by 2%• SMB coverage increased

new business by 25%

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Smart Care Pricing: Increase Your Profits

• 15% Rebate Import contract into portal and maintain 70% appliance

deployment rate Stackable, in addition to attach/renew rebates

• Higher Services Margin Higher renewal rate Additional revenue due to the discovery of uncovered devices

and EOL Reduction in support calls Additional assurance you hit attach/renew New Business - Higher close ratio Professional Services Potential

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Smart Care Margin Analysis

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Portal Overview

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Device Inventory Dashboard

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Smart Care Customer Dashboard

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Proactive Alerts

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Sample Smart Care Report

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Summary

Cisco Smart Care expands business opportunities by providing a proactive services platform on which partners 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 business offering by developing personalized services for commercial customers

Increase customer loyalty by delivering an exceptional service experience

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

Cost-effectively grow service business through a collaborative go-to-market strategy with Cisco