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© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1 © 2010 Cisco and/or its affiliates. All rights reserved. 1 Smart Net Total Care Cisco Smart Services Business Development Manager Lindsey Taylor
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2 Services with…Which Collect …Which Is Analyzed and Compared With …to Provide Actionable Insight Cisco’s Deep Knowledge Base Network Diagnostic Data AutomatedSoftware-EnabledCapabilities ++ CISCO DEEP KNOWLEDGE BASE 25 Years of Networking Innovation and Leadership 6 Million Annual Customer Interactions 50 Million Installed Devices 90,000+ Technical Documents ++
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3 Customer needs direct access to TAC Smart Net Total Care Smart Care Service Partner Support Service Partner’s unique service collaboratively delivered Cisco Brand Reseller 2-Tier DistributionPartnerCustomer Cisco Collaborative Services 2-Tier Distribution
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4 So many products and contracts – it’s hard to manage them all With so many alerts - it’s hard to find the ones that apply to me Entitlement issues take too long to resolve Life cycle planning data is too hard to find and use Are my Cisco products covered with the right contracts?
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5 Proactive Device Diagnostics and Alerts Extensive Installed Base and Contract Management Foundational Maintenance Services Capabilities Smart Net Total Care Device Diagnostics Alerts (+PSIRTs) Installed Base and Contract Management Technical Assistance (TAC) Online Technical Resources Software Updates Advance Hardware Replacement RESELL
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6 Accurately validate customer’s Cisco installed base via CSCC Ongoing collection of Cisco installed base information Correlation and validation against Cisco Intellectual Capital Detailed inventory reports and analysis via intuitive web portal Visibility that critical Cisco products are covered with proper service contract Identify Cisco products that are not covered by a service contract Aggregated report for “collected contract view” of IB Delta reports for moves/adds/changes Contract date, EoX RESELL
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7 Validate your Cisco installed base Identify products without service coverage, with support about to expire, or past LDoS
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8 Alerts and notifications are correlated against customer’s Cisco installed base Product Security Incident Response Team (PSIRT) Software alerts Hardware alerts Field notice alerts Alerts are posted and saved in the portal Customer sees only those alerts that apply to their Cisco products Alerts are displayed in the portal Eases alert management and access to all details RESELL
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9 Alerts are correlated against your Cisco installed base! A complete view of product alerts specific to installed base Product Security Incident Response Team (PSIRT) Software alerts Hardware alerts Field notice alerts Product Security Incident Response Team (PSIRT) Software alerts Hardware alerts Field notice alerts
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10 Alerts are correlated against your Cisco installed base! Shows all devices affected by specific alert Easily drill down to find all details of an alert
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11 ….with each customer you could reveal their uncovered Cisco products? Grow SMARTnet revenue ….you gave each customer an accurate view of their end-of-support Cisco products? Sell new Cisco products ….you gave the customer on-going up-to-date data regarding installed base and contracts? Faster and more efficient SMARTnet renewals ….you could inform your customer about a published Cisco alert that would preempt network disruption? PRICELESS!
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12 Customer Realized Value Cisco & Partner Benefit Increased Customer Intimacy Smart Services Capabilities Embedded Increased Strategic Planning Time Drive Additional Professional Services Opportunities Increased SMARTnet Renewal Potential Drive Technology Migration “I want to eliminate surprises and reduce escalations.” “I need to improve my Network Life Cycle Management.” “I want my records to be accurate and up to date.” “I want to simplify my service renewal process.” “I want to eliminate surprises and reduce escalations.” “I need to improve my Network Life Cycle Management.” “I want my records to be accurate and up to date.” “I want to simplify my service renewal process.” Smart Net Total Care identifies the customers Cisco inventory and securely communicates this to Cisco’s data center, where it is analyzed against Cisco manufacturing, security, shipping, and contract data. Resulting in a comprehensive view of their installed base, service contracts, and product alerts.
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13 Target Customer – Has large and diverse base of Cisco products Customers that experience one or more of the challenges identified earlier in the presentation: Contract insight, Entitlement challenges, Complex renewals End of Sale data and network relevant Alerts, Improved RMA support. Customer’s IT Staff that can support collector deployment. Customer has the desire to improve their current contract management processes. Compelling Events – Rapid network growth or recent acquisition Network redesign and consolidation as the result of a corporate merger New technology purchase plans and need for correct installed base inventory Recent participation in a KTN or network assessment Approaching SMARTnet contract renewal
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15 When- November 11 th, 2013 Why – Expand market penetration Over 600 customer in the Americas, Over 1200 Globally Need to migrate to standard processes to continue to scale deployment and support Need to Enable Partner Ordering to drive further market penetration What – Standardized processes including; Distributor and Partner Quote to Order enablement POS Device Level Order-ability NLS1 SKU Simplification Hardware Collector Order-ability – Fulfilled by Mfg or SW Collector; customer owned server and VMware Deployment and Support
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16 Partners/Distributors Enabled: Leverage sales and ordering power of Cisco partners SNTC will be orderable externally in all regions by 1-tier Cisco Brand Resellers (DVARs) Distributors 2-tier Cisco Brand Resellers (VARs) Point of Sale: SNTC Device Level service SKUs can be sold with original hardware purchase Customers, partners and distributors will be able to quote and order SNTC Service at Point of Sale All SKUs will be available at POS except NLS1 SKUs. NLS1 SKUs will be available in CSCC, and 2-Tier Next Generation (2TNG) SKUs will not be available in SMS3
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17 NLS1 service contract provides the following: Right to use the Cisco-owned software collector appliance: Alternative to purchasing the hardware collector appliance Install onto customer’s own hardware and VMware platform (PM is currently evaluating additional options) SNTC Portal access Standard Deployment service Standard Support (Day 2) service Software updates to the software collector at Cisco’s discretion
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18 SKU NameIB SizeList Price CON-NLS1-0T5M<$6 M$12,000 CON-NLS1-6T15M$6-15 M$13,250 CON-NLS1-16T35M$16-35 M$18,500 CON-NLS1-36T65M$36-65 M$26,000 CON-NLS1-66T95M$66-95 M$34,000 CON-NLS1-96T120M$96-120 M$39,000 CON-NLS1-121T145M$121-145 M$45,000 CON-NLS1-146T170M$146-170 M$49,000 CON-NLS1-171T195M$171-195 M$53,000 CON-NLS1-196T220M$196-220 M$56,000 CON-NLS1-221T250M$221-250 M$61,000 CON-NLS1-251T300M$251-300 M$68,000 The installed base is the total value, in U.S. dollars, of the list price of Cisco devices in use by the customer. List Price above in $US, use local pricing outside US.
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 20 ComponentPID/SKUCommerce Tool Hardware Collector Appliance 1 PID: CAAPL-2110-SNT-K9 List Price $5313 (will ship with collector software preloaded) CCW B2B Maintenance for Hardware Collector Appliance CON-NSNT-CA2100 - (8X5XNBD) List Price $239 Or CON-SPAR1-CA2100 (8X5XNBD) (Service Provider only) Attach in CCW or B2B As separate service-only transaction using CSCC or B2B Or Software Collector Appliance Right to Use is included with NLS1 Contract (Requires customer owned VMware V5 platform and hardware). (not orderable) NLS1 Smart Service Select from 12 New PID/SKUs SKU selection is Installed Base Size Dependent CSCC (2TNG) Device-level SNTC foundational technical services 90,000+ SKUs for device-level TS MaintenanceCSCC (2TNG) Attach in CCW or B2B
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21 1. Determine the value of customer’s installed base size of Cisco Hardware using product list price 2. Choose the NLS1 SKU that maps to the customer’s IB size 3. Quote the NLS1 SKU via CSCC or 2TNG 4. Determine customer collector appliance preference a)Hardware, Software or pre-existing Cisco AS collector 5. If Hdw collector appliance is selected a)Quote the Hdw appliance via CCW or B2B b)Attach maintenance for Hdw collector via CCW or B2B 6. Quote all new and renewal maintenance using SNTC GSPs/SKUs at time of; a)Renewal via CSCC or 2TNG or b)At New Attach via CCW or B2B
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 22 Program Period Who Is Eligible to Participate? What Services are Eligible? Promotion Terms Program Goal To offer a further incentive to adopt Cisco’s Smart Services capabilities, the Smart Acceleration Promotion offers partners the opportunity to earn an incremental 15% sales promotion rebate on previously uncovered equipment leveraging eligible Smart Care and Smart Net Total Care contracts. Partners must: Have entered into a Syetems Integrator (SI) Services Amendment or Indirect Channel Partner Agreement (ICPA), which contains or includes the terms and conditions of the Cisco Services Partner Program Meet the minimum Cisco Services Partner Program Attach Rate (AR) and Renewal Rate (RR) rebate thresholds as defined in Performance Metrics Central Have installed and have working within the customer network the appropriate Cisco Services collection device for the services defined under this promotion All new Smart Care, Smart Net Total Care, and Partner Support Service bookings during quarters 1 and 2 of Cisco fiscal year 2014 on devices that are out of contract for a minimum of 12 months New service contracts must be a minimum of one year to qualify, or must co-terminate with existing contracts Partners must follow a claims process to apply for the promotion rebate. Cisco will validate the uncovered status of devices for which the partner is requesting the promotional rebate before rebate payments are finalized and paid to the partner Partners must submit a Cisco Installed Based Management report from the Cisco collection devices with the claim, highlighting devices to be covered under this promotion The final date on which a claim can be submitted to Cisco is February 28, 2014 Claims must have a minimum of $150 in net rebate value to qualify for the promotion July 28, 2013 – January 25, 2014
© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 23 TX TN NC SC GA AL MS FL LA AR OK OH KY KS SD IA MN ND NE WI IL MO IN MI NV So CA HI WY CO UT WA OR ID AK NM AZ MT No CA PA MD WV VA NY VT NH ME DEDE NJ MD CT RI DC Scott Schell (1T/DVAR) email@example.com 720-253-3728 Chad Moroni 2T firstname.lastname@example.org 720-875-3003 Jennifer Leong 2T email@example.com 720-875-2994 Lindsey Taylor Distribution/2T firstname.lastname@example.org 919-392-8610 Gary Blandino (1T/DVAR) email@example.com 954-661-9017 Kerry Holland 2T firstname.lastname@example.org 919-574-9036 Mark Stallings (1T/DVAR) email@example.com 508-386-1950 Jeff McEachern (1T/DVARS) firstname.lastname@example.org 303-308-3659 West Central East South Kelli Kirwin Senior Manager Smart Services email@example.com 401-207-2113
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