Smart Care Sales Simulation

1. Smart Care Sales Simulation February 2009

2. Smart Care Sales Simulation • Partner to end-customer sales simulation performed by Smart Care BDM / CommSAM / Disti • To help partners sell the benefits of Smart Care with key business and technical decision makers • Trigger questions to get decision makers thinking about the value of a Cisco Smart Care solution • Specific solution benefits with ROI numbers and cost saving data • Common objections you might hear and responses to those objections • Manufacturing and UC-focus

3. Set-up • Assumptions • This is not a cold call. The partner has already planned and initiated the contact. • The aim of the meeting is to schedule a Discover & Inventory • The end-customer is typically a Technical Decision Maker • The role play requires one facilitator and two actors • Set the scene, e.g. Boardroom, and use this as the ‘anchor’ to come in and out of the role play

4. Opening • Facilitator addresses audience and provides background • About customer ‘Schuh KG’ • 150 employees / 3 outside sales/key accounts / 3 temporary field sales • 3 x IT staff responsible for the whole IT infrastructure • They have a multi-vendor voice infrastructure, including 60 Cisco devices • About reseller ‘MMS GmbH’ • 5 sales people / 3 System Engineers • Select Certified • No technical specialisation • Facilitator continues • ‘We join Thomas and Craig as they start discussing current challenges’

5. Challenges & IT Effectiveness • Reseller : What are the most pressing business challenges you currently face? • Schuh: At a high level, we want to improve network reliability and security… control costs… improve IT staff efficiency… We want to get the most value from our existing network • Facilitator: Practically all your customers are interested in an opportunity to save money. They want to get the most value from their existing network rather than making new investments. They are likely to be thinking short-term so focus on the value that Smart Care can bring. Lets start by looking at IT expenses and operating costs • Reseller: Have you had any single-user problems of around 15 mins in the last month? Or multiple-user problems of 30 mins or more? Or even ‘Company Down’ problems in the last year? • Schuh: We have a lot of small multiple-user problems – maybe 3 per month. And we have a major ‘company down’ problem at least once a year • Reseller: Based on your company size, this could be putting around 1.5k revenue per hour at risk? Is that about right? And what about the impact on customer satisfaction (both internal and external)? • How fast did you fix the problem? ... How valuable would it be to be able to identify and correct potential network problems before they can affect your business? Can you afford break/fix anymore?! • I’m going to present a service offering which will help prevent the network downtime you have experienced and the associated costs

6. IT Operating Expenses • Reseller: Looking at your IT operating expenses, you have 3 IT people... What do they spend the majority of their time working on? • Schuh: They spend time on everything from helping our employees with their passwords to reconfiguring the network • Reseller: Sure – you have an outside sales force that work offsite and probably have heavy e-mail and voice usage, and you have a field force that needs specific application access. Can I ask what is your annual spend on IT tools and training and IT payroll? • Schuh: Lets say around 80k • Reseller: So including IT tools and training, payroll, your time, outsourced IT and new hires, your current IT operations are probably costing you around 100-150k... I’m going to help you mitigate risk

7. Production Requirements • Reseller: Now let’s look at your business in detail.How much control do you want of your network? For instance, how much do you rely on having visibility of your inventory? How important is it to connect the production system to other systems (ERP, CRM)? • Schuh: Essential. I need visibility in real-time inventory and asset tracking across the supply-chain and secure connection between us and our suppliers to the manufacturing environment

8. Supply Chain Requirements • Reseller: And how critical is your network to the supply chain? • Schuh: Very important.I need my supply chain processes to be connected with my suppliers and I need to view and share real-time visibility of my inventory throughout the supply chain • Reseller: So you truly understand the importance of your network... The network is the platform and it’s becoming more important as your business depends more heavily on it... • Cisco Smart Care Services addresses all of these needs so let me take you through some of the capabilities

9. Reseller summarises the picture for the manufacturing customer • If I have listened correctly, you want the flexibility to respond quickly to constant changes in your business environment and network technology, for example, modernising processes to reduce operational costs. You also want better network performance and reliability because your business depends on the network - providing high availability for communications and real-time inventory. You also want to avoid the time and costs of staying up to date with evolving technologies and IT skills. • Smart Care can address all these needs. With Smart Care, you can reduce the costs of network downtime, whether those costs are productivity losses, downtime or operational disruptions. In fact, 67% of network security assessments performed by Smart Care to date have discovered vulnerabilities that were previously undetected. • We also talked about the control of your network. With Smart Care, we give you access to a web portal where you can access historical reports, contract number, inventory overview, and security services overview • If we look at the detail again and consider you supply chain requirements, Smart Care can give you proactive system monitoring and problem resolution for your network and IP communications, together with replacement of hardware and software as needed.Smart Care can also give you analysis of security such as remote access and server protection. And evaluation of your network security architecture to give you scalability, performance, and manageability. We can even use Smart Care to provide you with recommendations of a networking roadmap to help you add advanced technologies such as voice. • You also get the excellent service you’ve come to expect from us, backed by Cisco to ensure the very best experience. By having access to Cisco best practices and Cisco intellectual property you get the service you need to get the most out of your network.

10. Scene 4 – Future plans • Partner: What are your future plans... In 6 months... In 12 months...? • Customer: We want to add voice to our network • Partner: Is your current network prepared in the right way? We can use Smart Care to assess your infrastructure for its readiness to support a converged voice and data network. Smart Care also allows us to monitor the infrastructure for adherence to voice quality metrics on an ongoing basis.

11. Scene 6 – Schedule a D&I • Reseller: I’d like to schedule a Discover & Inventory? We install a Cisco Smart Care Network Appliance on your site to collect information about your network. This information is sent to the Cisco Smart Care Control Panel, a hosted Web application using HTTPS. • We then run a discovery process to gather information about the Cisco devices on your network including IP address, Device name, Configuration info, Product ID, Serial number, Card. • The Discovery provides an inventory of all devices found in your network and we use this to design and price the appropriate level of service for your needs • This also provides you with insight on what services you have, end of service, outstanding contracts etc. showing you the extent to which we can provide visibility into, and proactively support, your network • Schedule a meeting to perform D&I and close