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Partner Support Service 202

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  1. Partner Support Service 202 September 2013

  2. About this presentation Audience Partner business decision makers (see PSS 301 for a more technical presentation) Cisco PSDMs and BDMs Prerequisite PSS 101 Goals Understand partner business implications of PSS Understand the process to assess and adopt the components of PSS

  3. Agenda Review: PSS 101 PSS market growth Is Partner Support Service right for my business? PSS adoption best practices Key takeaways

  4. Partner Challenges and Questions How do I integrate “smart” into my offers and operations? How do I evaluate the fit of PSS to my business? How do I maximize my CSPP rebates with PSS? • How do I • successfully • move from CBR • to a Collaborative • model?

  5. What makes a Cisco service “smart”? …Which Collect Services with… …Which Is Analyzedand Compared With …to Provide Cisco Installed Base & DiagnosticData Cisco’s Deep Knowledge Base Automated Software-Enabled Capabilities Actionable Insight + + CISCO DEEP KNOWLEDGE BASE 25 years of networking innovation & leadership 50 million installed devices 6 million annual customer interactions 90,000+ technical documents

  6. Partner Support Service Develop and deploy services based on both foundational & smart capabilities Smart Capabilities Combining visibility to end customer devices and networks with Cisco intellectual capital Foundational Capabilities Alert Reporting IB Management Device Diagnostics Smart Interactions - Smart Bonding - Smart Portal - Smart APIs - PSS Support Community Software Updates Advance Hardware Replacement Online Technical Resources Partner Access to Cisco TAC Drive Incremental Services Revenue Improve Operational Support Margins Increase Customer Loyalty

  7. Agenda Review: PSS 101 PSS market growth Is Partner Support Service right for my business? PSS adoption best practices Key takeaways

  8. PSS Results through FY13 Partners Over 500 Partners worldwide eligible to embed PSS into their offers (47 in US&C; 56 in LATAM) Smart Adoption 150+ partners worldwide embedding PSS smart capabilities into their offers 240+ customers deployments worldwide of Smart-enabled Partner offers Identified Opportunity* Uncovered Chassis: well over 30% Chassis past Last Day of Support: ~14% Chassis reaching LDoS within the next 12 months: ~7% • *avg across all collected customer networks

  9. Assessing Fit with your Current Business Model How can PSS enhance your processes and operations to support your strategic business goals? Grow Managed Service Practice Business Goals Strategic Initiatives Create Collaborative Offer Insertion into NOC, Sales, Contract Management, etc. Processes, People, Technology

  10. Identifying your Starting Point Am I already delivering Collaborative services? Are my MS customers calling me or Cisco for break/fix? What is my predominant business model? • Do I have the • procedures and • tools (TT, CMDB) • to support my • customers?

  11. Agenda Review: PSS 101 PSS market growth Is Partner Support Service right for my business? Key takeaways PSS adoption best practices

  12. Best practice: Phased adoption Walk Run Sprint Crawl 2customers 12customers Scale Pilot

  13. PSS adoption best practices: Adoption “tracks” Ops & Delivery track: Foundation Service Delivery, Maximize Rebates Smart Adoption track: Deploy, Operate, Business Impact, Benefits Go-to-Market & Scale track: Marketing, Sales, Legal, Finance

  14. Best practice: Phased adoption Crawl Walk Run Run Sprint Sprint Operations & Delivery Track Smart Adoption Track Go-to-Market & Scale Track Pilot 2 customers 12 customers 12customers Scale Scale

  15. Operations & Delivery Track Purpose • Ensure your readiness for collaborative service delivery under the CSPP framework Milestones and Activities • Identify target PSS customers & analyze potential rebates • Ensure your Help Desk has capability to resolve cases Desired Outcomes • Order PSS for a select group of customers • Measure rebate results Go-to-Market & Scale Operations & Delivery Smart Adoption

  16. Operations & Delivery Track – Milestones

  17. Example: Target PSS Customer Analysis Cisco TAC Case Categories Case Complexity Go-to-Market & Scale Operations & Delivery Smart Adoption

  18. Example: Target PSS Customer Rebate Projection • Identity best customer targets • Minimize your SR / RMAs to maximize your rebates Go-to-Market & Scale Operations & Delivery Smart Adoption

  19. Smart Capabilities Adoption Track Purpose • Test drive smart services • Understand their impact on your business • Deploy smart with 3-5 pilot customers • Review smart data and value with key stakeholders • Identify improvements based on pilot results Milestones and Activities Desired Outcomes • Key stakeholders understand the value of smart • Smart incorporated into operations • Ready to scale smart Go-to-Market & Scale Operations & Delivery Smart Adoption

  20. Smart Adoption Track – Milestones

  21. Smart Adoption Track – Milestones (Continued)

  22. Coverage Opportunity in a Customer Network Devices in Installed Base UncoveredDevices UN-COVERED • 37 out of 102 chassis are not covered by a support contract • 10 chassis are overdue Go-to-Market & Scale Operations & Delivery Smart Adoption

  23. Product Refresh Opportunity: LDoS • 12% of the installed based is due for refresh! • 13 devices past EoLDoS • 7 more this year • 5 more in 2014 Go-to-Market & Scale Operations & Delivery Smart Adoption

  24. OS fragmentation • Consulting Opportunity ($$) • Consolidation can Lower Partner Operational Costs Go-to-Market & Scale Operations & Delivery Smart Adoption

  25. Analyzing Business Processes for Introducing “Smart” Map “As-is” Processes Identify Gaps & Implement Improvements Ongoing “Smart-enabled” Processes Document Processes: ProcessesPeople & TasksTechnology & ToolsKey Metrics Manage Processes Via: Documentation KPIs Ongoing optimization Enhance Processes Via: Smart Collectors Reports & Alerts Smart Portal APIsDevice Diagnostics Smart Bonding On-going by partner Prepared by partner in advance During workshop

  26. Example: Enhancing Generic Entitlement Process • Identify People, Technology & Tools throughout Process • Identify Key Performance Indicators (KPIs) Determine Device Details Resolved/Corrected Validate Entitlement Escalate Validate Entitlement Call-in Initiate a support case Search for SN and contract number Entitlement accepted (Y/N) or resolution required Case escalated to Cisco Serial # and contract validated by Cisco (Y/N) Entitlement accepted or resolution required Existing Process: Updated Process with Installed Base Management: Initiate a support case SN and contract validated using IBManagement Case escalated to Cisco Correct entitlement

  27. Go-to-Market & Scale Track Purpose • Scale to a fully integrated & repeatable process Milestones and Activities • Develop a collaborative/smart offer • Integrate “smart” into day-to-day operations Desired Outcomes • Launched a collaborative offer • Partner built a smart-based offering Go-to-Market & Scale Operations & Delivery Smart Adoption

  28. Go-to-Market Track – Milestones

  29. Enhancing existing offers Creating new offers RFI/RFP submissions Offense/Defense Go-to-Market Strategy depends greatly on the Partner’s business goals and market strategy

  30. Best practice: Phased adoption Crawl Walk Run Run Sprint Sprint Operations & Delivery Track Smart Adoption Track Go-to-Market & Scale track Pilot 2 customers 12 customers 12customers Scale Scale

  31. Agenda Review: PSS 101 PSS market growth PSS adoption best practices Is Partner Support Service right for my business? Key takeaways

  32. Key takeaways • PSS can help your business become more profitable while differentiating your offering • Cisco has developed a proven adoption methodology, helping you to become more successful quickly • Cisco PSS resources are in place with the expertise to help you succeed • Approach your PSDM in order to kick-off the process