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Smart Care. Jeff McEachern Business Development Manager Smart Services. Contract m anagement Is very difficult. How do I manage security vulnerabilities?. Is there a more streamlined way to manage, plan and budget?. It’s difficult to keep track of what’s in my network & what is covered.

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smart care

Smart Care

Jeff McEachern

Business Development Manager

Smart Services

customer challenges



Is very difficult

How do I manage security vulnerabilities?

Is there a more streamlined way to manage, plan and budget?

It’s difficult to keep track of what’s in my network & what is covered

Business continuity is critical – Is my network reliable enough?

Customer Challenges
solution cisco smart services
Solution: Cisco Smart Services

…to provide

Services that have

…which collect

…which is analyzedand compared to




Network DiagnosticData

Cisco’s Intellectual Capital

Actionable Insight




25 years of networking innovation and leadership

6 million annual customer interactions

50 million installed devices

90,000+ technical documents

smart care1
Smart Care

Delivered and Supported by Partner

Cisco Smart Care Service

ProductAlerts and Notifications

Securityand Core Assessments and Repair

Remote Network Monitoring

Voice Assessments and Quality Monitoring Services

Network Wide Maintenance Coverage

Single Contract Management

Smart Capabilities

Cisco IOS Updates, Upgrades, and Software Updates

‘Four Pillar’ Capabilities

NBD Hardware Replacement with Optional Four Hour Coverage and Smart Care Portal/Tools Access

24/7 Partner Access to Technical Assistance Center

cisco smart services
Cisco Smart Services
  • Smart Net Total Care
  • Partner Support Service




  • Smart Net Total Care
  • Partner Support Service




  • Smart Care
  • Collaborative Professional Services (CPS)



What Partners Have Asked for…

Security enhancements

More Smart Care capable devices

Product Enhancements

Operational & Marketing Changes

Bigger Average Contract Size

Higher Margins

Consistency with other Cisco offers

Faster path to


Better portal performance

Additional Assessments


What Smart Care Delivered…

Customers with 1000+ devices

SKU-based like SMARTnet

UCS & SMB devices

Product Enhancements

SNMP3 protocol

Operational & Marketing Changes

Cisco incentive programs: XIP

Training, sales & technical tools

Better portal performance

Medianet & IPv6

how it helped partners like you
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%
smart care pricing increase your profits
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

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
  • Differentiatebusiness 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