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Cloud|XaaS Acceleration Partner Pilot Internal Onboarding

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Presentation on theme: "Cloud|XaaS Acceleration Partner Pilot Internal Onboarding"— Presentation transcript:

1 Cloud|XaaS Acceleration Partner Pilot Internal Onboarding
Channels Operations Team Christine Salazar November 05, 2013 Version 6.0

2 Agenda Cloud|XaaS Goals & Objectives Team Structure Pilot Overview
Partner Onboarding Capabilities by Release Partner Process Flows Q&A

3 SaaS Enablement via Cisco ERP Goals
Leverage Cisco Commerce Workspace Configure: Supports all SaaS offers Quote: Produce SaaS subscription quotes Price: Dynamic pricing of subscription SKUs, attribute based (quantity, term, pre-payment) Order: Create SaaS subscription contracts in CCW through integration to Subscription Billing Platform (SBP) Subscription Billing Platform (SBP) and Cisco’s ERP (Invoice to Cash) Systems Provisioning with integration to Cisco Prime Subscription Management Billing & Metering: Periodic payment (monthly, quarterly, annually) Finalize & Enable Policies to support SaaS Success for Pilot Partners : Align to Policies Use CCW for config, quote & order WebEx SaaS Manage subscriptions and billing Provide E2E Customer Support Customer Subscription Lifecycle Management

4 Customer facing front end applications for ordering
Used Today : 6 With SaaS Enablement : 1 Order Time, Steps Today: 12 steps With SaaS Enablement: 3-4 SaaS Simplification Today with GPL (static) ~ 1,800+ SKUs Add on storage ~ 60 Add on Audio ~ 65 99.8% Reduction with SaaS (dynamic) ~ 3 SKUs Add on storage ~ 1 Add on Audio ~ 11 Green Box: Consistent buying and ordering experience for partner Partner Self-Serve Quote and Order creation Faster service enablement through auto renewal and instant provisioning Blue Box: Today with GPL (static) ~ 1,800+ SKUs Add on storage ~ 60 Add on Audio ~ 65 99.8% Reduction with SaaS (dynamic) ~ 3 SKUs Add on storage ~ 1 Add on Audio ~ 11

5 2 Team Structure

6 Cloud|XaaS Acceleration Program Structure
Executive Sponsor Brian Jeffries Steering Committee Andy Starr CBOX Sesh Tirumala IT Glenn Bray , Arthur Johnson CCATG Jim Delia CPE Shared Services Parisa Naseralavi Finance Amy Kwan Finance Shared Services Chris Tzortzis Sales Richard McLeod Channels GTM Strategies Andy Starr CBO | GTM Capabilities Prasanna Deshmukh IT Program PMO Koti Padmanabhuni (SP&A Lead); Judy Chow (Execution Lead); Ramsina Babaoghli (PM); Dee McCrorey (CM) Strategy Planning & Architecture Execution Track Leads Business View Koti P. Pooja K., Jeff B. Ops. Architecture Paul J. IT Architecture Ananth S. Policy Koti P. Richard H. SaaS Op. Model Wenjin M. Offer Leads Matt Duke Track Q1Leads Quote To Order (CCW) Jerry H/Djuki M Subscription Mgmt Rashmi K. Finance, I2C Emily T. Sales Ops Jessie W. Channel Ops Christine S. IT Execution Arun T., Ram J. Ops Readiness Eva B.

7 Channels’ Track Alignment & Scope
Idea to Order (Q2O) Track Lead: Jerry Huang Dujki Subscription Management and Provisioning Track Lead: Rashmi Kiran Invoice to Cash & Record to Report Track Lead: Emily Tran Sales Enablement Track Lead: Jerry McMillan Jessie Wang Channels Enablement Track Lead: Christine Salazar End-2-End Partner Experience Identify partner requirements and get roadmap commitment. Align to the tracks BRDs and System development. Collaborate with SME to ensure required materials are developed within schedule. Change Management for Partners. IT Execution Track Lead: Arun Taneja / Ram Jayaram Channels Track established February 2013 BRDs approved & System development underway Change Management Track Lead: Dee Mccrorey Ops Readiness Track Lead: Eva Bernardo

8 Channel Ops and Channel GTM Roles & Responsibilities
Channel Ops Change Mgmt Linda Shannon - CM Strategy, Plan, Execution - Stakeholder & Impact Assessments - Capabilities Training - Communications Business Analyst Connie Kish - Document Channel Requirements - Integrate with IT teams across tracks - Manage UAT and other testing Channel Ops Project Mgmt - Oversee deliverables for Channels Track - Integrate with Program Team - Facilitate Stakeholder Workshops Channel Go To Market Jeff Bruce - Go To Market Strategy - Partner Engagement Channel Sales PDM Per Assignment - Own Partner Relationship - Partner onboarding - SaaS ATP Training Setup - Product Training Setup Cisco Sponsorship & Stakeholder Engagements

9 Channel Enablement Internal Stakeholders
Role Name Organization PMD, Intercall Rich Wachsman WWPO PDM, CDW & Nexus Joanne Adducci-Schulz PSM, Intercall Michelle Grossman CCATG, Support PSM, CDW Brandon Klein PSM, Nexus Geoff Stoddard GRA WebEx ATP Sales Enablement Ina Lee CCATG BU WebEx Partner Support Dave Freiberg Policy, Ops, Strategy Matt Duke Product Training James Riseman WebEx Pricing, Offer Mgmt. H. Keeley Keating Operations Pooja Kapoor Channels Track established February 2013 BRDs approved & System development underway

10 3 Pilot Overview

11 Partner Benefits Participating in Pilot presents opportunities for:
Inclusion in a Cisco global strategic, innovative offering Ability to share direction of future capabilities/releases Ahead of the learning curve for general launch Partnership and visibility in innovation, sharing the success

12 As Is WebEx Reseller Models
WebEx Global Resale Agreement (GRA) WebEx Global Price List (GPL) Contract Based on standalone WX Global Resale Agreement Based on standard Cisco Indirect Channel Partner Agreement (ICPA) or SI Agreement Partner Entry Costs 40+ hours of training by role (AM, FE, SE, TS) & billing integration AUC Certification Required Partner Profitability Partner discount based on full SaaS Practice, added roles for AMs, SEs, L1 Support, Practice Lead & GTM expense Determined deal to deal based on Partner enterprise operating model. Partner may purchase through distribution, changes the profitability model Payment Model WebEx invoices partner, partner invoices end-customer; monthly subscription – variable consumption w/ potential overage Cisco Invoices Partner- Partner Invoices Customer (typically annual - upfront). Fixed price, no variable consumption Partner Responsibilities Full e2e transaction ownership. Partner responsible for sales, L1 support, adoption, retention, tech support, billing (automation integration option). WebEx bills Partner, Partner bills Customer Introductory services and PAK activation only. WebEx responsible for L-1 Support, Adoption & Retention led by WebEx with the goal to drive through the partner, Tech Support). Cisco Bills Partner, Partner bills Customer. Price List Stand alone WebEx Partner Price List. Tier 1 Products are discounted. Tier 2 products are not. Cisco Global Price List. WebEx offers limited to finite SKU set including EE, MC, Connect – other offers following Partner Implementation Cisco Sales Enablement PM manages implementation, PSM manages post-sales support Partner Ordering Guide Certifications SaaS ATP AUC Certification

13 Pilot Partner Attributes
Invited 1-Tier partner Direct Credit Line with Cisco (no flooring financing) Cisco Advanced Collaboration Architecture Specialized (ACAS) (OR Advanced Unified Communications (AUC) Specialized until expired) Cisco SaaS ATP Certified Reseller must have a Cisco SIA Order process requires acknowledgement of new WebEx Meeting “Service Descriptions”

14 Pilot Parameters Net new WebEx Meetings 1.2 orders (microsites only, no shared sites) Must quote and place SaaS orders via CCW Must absorb changes to the invoice process (from WebEx to Cisco) Must have subscription-based or metered billing capabilities Partner to own the entire end-customer lifecycle Partner must maintain current WebEx business using As Is Processes, while adding SaaS pilot model for new ‘WebEx 11 Meetings’ business

15 Pilot Constraints Partner invitation and onboarding to be managed manually Use of automated systems for onboarding partners (eg: Legal Agreements, ATP, some programs enrollments, marketing programs such as MDF and PMC) are not yet available Partners cannot migrate existing WebEx contracts Some incentive programs (VIP, SIP) may not be immediately available Hybrid Quotes - combining SaaS SKUs with other SKUs – available via manual process on a case by case basis. Automated TSP (audio) integration is not yet available Support via manual provisioning

16 4 Partner Onboarding

17 Activities for Partner Orderability
Internal Onboarding & Partner Invitation Partner Kickoff Legal Requirements ID Tiger Team BID set-up direct credit for flooring partners Ops Setup (e.g. SFTP, Tax Exemption Certificates) SaaS ATP Role Based Training Resourcing Need dedicated SMB team (1.2) - Sales - Support SaaS Capability Training CCW Invoicing Provisioning Product Training on WebEx 11 Provisioning Training Sales Training Activities for Partner Orderability Place Orders Create new SaaS deals and orders via CCW Provide Feedback & Surveys Owner: Channel Ops Owner: BU Product Mgmt Owner: Partner & Cisco Channels Owners: WWPO & Channel Ops Owners: PDMs & Channel Ops and Partner

18 Cisco Roles Dedicated Assigned Cisco Account Team (Partner Facing)
Partner Development Manager (PDM) Partner Service Manager (PSM) for post-sales support Cisco|WebEx ATP Sales Enablement Program Manager for pre-sales implementation (to help partners with ATP enrollment to implementation) Channel GTM & Operations team (Supporting Account Team and Partner) Jeff Bruce, Channels GTM Strategy Christine Salazar, Channels Operations (Pilot Program Manager) Linda Shannon, Channels Operations (Pilot Program Change Manager) Ina’s Role: For CDW, during pre-sales phase: I will be coordinating cross  pre-sales peering calls for all required trainings and implementation to ensure all last mile hookups are done properly before go live. Role: Cisco WebEx ATP Sales Enablement Program Manager Responsibility: Walk alongside of Partner Organization throughout the entire Sales Onboarding and Enablement Process Coordinate cross functional peering calls for Billing, Technical Support Training, Order Form Training, and Site Configuration Form Training Ensure all customized pre-sale last mile hookup are done properly Monitor and track onboarding progress

19 High-Touch Onboarding Model
High-touch training model for partner success Cisco ATP role-based training to ensure partner’s staff is well prepared to operate within the ATP program Customized product training from the WebEx BU consisting of two segments: Provisioning and Sales System and process training to support new end to end SaaS capabilities & processes High-touch first order Cisco tiger team to assist partner with first orders (CCW log-in, using new CCW features, provisioning form, offer branding) Cisco tiger team to support with new invoicing process/features

20 Partner's Role Accept Invitation and review requirements to join SaaS ATP program Identify Partner ‘Tiger’ Team (POC/SMEs per focus area) Establish direct credit line with Cisco (BID) if partner is a flooring partner. Submit Tax Exemption Certificates (per state for US partners). Per Cisco tax team: The partner’s complete legal name must appear on the documents, and they must be addressed to Cisco WebEx, LLC Include all the registration numbers for each state which they are registered and claiming exemption. We will validate the registration number with the states Provide the reason for sales tax exemption. Documents must be signed and dated. Obtain the Necessary Training Cisco SaaS ATP role-based training, training can be accessed through the SaaS ATP program page, or by visiting the Partner Education Connection WebEx 11 Product training; this training will be scheduled by the PDM and held in person or via WebEx SaaS Capabilities Training (CCW & other processes); this training will be scheduled by PDM and the Channels Ops Change Manager will deliver in person or via WebEx Participate in surveys and provide feedback, as requested Tiger Team

21 Partner Orderability Schedule
Overall Ops Readiness, Dependent on Point Releases Sales Reporting Dependency Credit Check Management Revenue Other Dependencies for Channels Legal – Service Descriptions (update CCW pop-up) BU Product Ordering Guide (early Oct.) Complete Training Content Send Partner Capabilities Training Invitations Partner Capabilities Training Sessions Channel Track RR Criteria 9/9 9/23 9/30 10/7 10/14 10/21 10/28 11/4 11/11 11/18 10/28– 11/01 11/08 11/21 10/06 11/01 11/04 11/04-08 11/17 11/18 Orderability Q1 Rel Oct Rel NPI Complete PR1 (9/15) PR2 (9/22) Program Readiness User Acceptance Testing Change Management Deliverables Partner SaaS Playbook Partner SaaS Training Material Partner Private SaaS Community MEA Deals Manual Process in Q1FY14 Scope Partner Requirements Tax Exemption Certificates Training Completion Q2 Rel (Change Sub & WX Taxation) Final NPI Validation

22 5 Capabilities by Release

23 Channels Track: Framework
Onboard, Legal, Access GRA or GPL/SIA with addendum, T&C Tax exemption Onboarding playbook US, Canada, UK Market & Develop Material to assist partners with value proposition for selling SaaS VIP23 Commerce & Subscription Management CCW SaaS features Hidden SaaS SKUs Dynamic Pricing Non-Standard Approval Process Subscription Lifecycle Management & Renewals Change Orders Provisioning& Billing Partner submits in CCW all provisioning information. Leverage 11i for billing partner based on usage and method selected at ordering (periodically or 1x) - SFTP files for invoicing Customer Support Partner responsible for entire End-Customer lifecycle: Sales, Marketing, Customer Support, Technical Support, and Customer Billing No system Changes No system Changes Change Management

24 Q1FY14 Quarterly Release - Scope Enabling SaaS Foundational System Capabilities
Q1FY14 Quarterly Release (September 08) CCW Config, Quote & Price of dynamic subscription SKUs CCW Ordering integration with Subscription Billing Platform to create SaaS subscription contracts Provisioning: integration of Cisco Prime and SBP to perform cloud provisioning Billing & metering: usage-based monthly invoices Q1FY14 Point Release (September 22) Q1FY14 Monthly Release (October 06) For a complete list of Q1 scope items, please view the Q1FY14 Execute Commit Q1Q2 Invited Partners, U.S.

25 Q2FY14 - Scope Building on Prior Release
Change Subscription Capabilities: Change term and payment attributes – length of term, prepay Change item count (upsell) - # ports, # hosts, etc. Replace Offer Change item count (downsell) - # ports, # hosts, etc Add new items to the Quote / Order – add Messenger, Storage, Audio Cancel an Order before Provisioning NPI SKU set-up (e.g. config rules) WebEx Taxation changes in US Need to collect Tax Exemption Certificates with ‘Cisco WebEx , LLC’

26 Q3FY14 - Scope New and Enhanced Capabilities, Extended Global Reach
Q3FY14 Invited Partners Offer Specific WebEx Meetings 1.4 (Enterprise customer focused) Build out E2E Foundational Capabilities Price SKUs differently (MDM) Extend Global Reach Add Canada and UK Scale Existing Capabilities Invoicing Requirements (descoped from Q1) For a complete list of scope items, reference the Q3FY14 Execute Commit Canada UK

27 5 Partner Focus Pilot Process Flows

28 Onboard, Legal, Access Call Outs
Flooring partners will require a Cisco direct credit line, 30-day net, for SaaS orders. Using the ‘SaaS BID’ required for Ordering for correct finance terms If partner is only a WebEx partner, they need to sign the Cisco ICPA If partner only has a SIA, they need to sign the SaaS addendum

29 Market & Develop Call Outs
OIP discount can be attached for ‘hunted deals’ when using “Create Deal” in CCW MDF not available

30 Commerce, Subscription Management
Call Outs Hidden SKUs for SaaS Dynamic Attributes for Pricing No manual renewals, need to place new order Provisioning Form [Insert flow diagram] Step 3.2: Refer to Q2O flows for details

31 Provisioning & Billing
Call Outs Manual process to add partner domain as site admin (work around) Tax exemption certificate to avoid tax as resale agent PO reference line – unique identify for partner reference FTP changes, usage details by end customer on .xls file via FTP (CR in process, to support current as-is) [Insert flow diagram]

32 Subscription Lifecycle Management
Call Outs Invoice summary (currently on bottom of existing invoice) not available. Partner is responsible to reconcile Invoice and Credit Memo for summary. Invoice will remove negative lines and create new Credit Memo FTP process, Invoice/CM data, summary and reconciliation files changes (CR in progress) [Insert flow diagram]


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