Smart Care
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Transcript of Smart Care
Cisco Confidential© 2010 Cisco and/or its affiliates. All rights reserved. 1
Jeff McEachern
Business Development Manager
Smart Services
Smart Care
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2
What Makes a Cisco Service “Smart”?
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4
Inventory & Contract Management
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5
Dashboard: Alerts & Notifications
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Customer Reports Supports QBRs, facilitates budgeting and demonstrates value add
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Product EnhancementsOperational & Marketing Changes
Smart Care: Partner Asks
Bigger Average Contract Size More Flexibility
Consistency with other Cisco
offers
Faster on-boarding
More devicecoverage
Support moreprotocols
Better portal performance
Additional Assessments
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8
Smart Care: New Deliverables
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
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9
Smart Care: Pricing & Profitability
• 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 AnalysisSmart Care Margin AnalysisStep 1: Enter Number of Customers 200Step 2: Enter PMC Renewal Potential $10,000,000Step 3: Enter Partner Average Renewal Rate 75%Step 4: Enter New Business Forecasted/Takeover $1,500,000Step 5: Enter existing Attach/Renew Rebate % 2%Step 6: Examine and modify fields in the input column (noted in yellow)
SmartNet Smart Care Add'l Profit $ Add'l Profit % InputRenewals $10,000,000 $10,000,000 Avg Renewal Rate $7,500,000 $8,500,000 10%Partner Buy $5,925,000 $6,715,000 23%Profit $1,575,000 $1,785,000 $210,000 13.33%Smart Care Rebates $1,007,250 $1,217,250 77.29% 15%Deduct: Smart Care Support Costs $1,007,250 $210,000 13.33% 15%Discovery of Uncovered Devices, EOS, EOL $42,000 $252,000 16.00% $1,000Attach/Renew Rebates $118,500 $201,450 $334,950 21.27% 1%Reduction in Support Costs (Faster Case Resolution) $28,000 $362,950 23.04% 4New Professional Service Contracts $15,000 $377,950 24.00% 5Additional New Business $1,500,000 $1,875,000 $512,950 32.57% 25%Profit $1,693,500 $2,087,950 $512,950 32.57%
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11
Tools for Success – Your BDM
• Business Consultant
• Services Model Analysis
• On-Boarding
• Positioning, Packaging and Pricing
• Sales Training
• Joint Sales Calls
• Administration
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12
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