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Smart Care

Smart Care . Jeff McEachern Business Development Manager Smart Services. What Makes a Cisco Service “Smart”?. …to provide. Services that have. …which collect. …which is analyzed and compared to. Automated Software-enabled Capabilities. Network Diagnostic Data.

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Smart Care

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  1. Smart Care Jeff McEachern Business Development Manager Smart Services

  2. What Makes a Cisco Service “Smart”? …to provide Services that have …which collect …which is analyzedand compared to Automated Software-enabled Capabilities Network DiagnosticData Cisco’s Intellectual Capital Actionable Insight + + CISCO INTELLECTUAL CAPITAL 25 years of networking innovation and leadership 6 million annual customer interactions 50 million installed devices 90,000+ technical documents

  3. 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 Cisco.com and Smart Care Portal/Tools Access 24/7 Partner Access to Technical Assistance Center

  4. Inventory & Contract Management

  5. Dashboard: Alerts & Notifications

  6. Customer Reports Supports QBRs, facilitates budgeting and demonstrates value add

  7. Smart Care: Partner Asks Product Enhancements Operational & Marketing Changes Support more protocols More device coverage Bigger Average Contract Size More Flexibility Consistency with other Cisco offers Faster on-boarding Better portal performance Additional Assessments

  8. Smart Care: New Deliverables Product Enhancements Operational & Marketing Changes Cisco incentive programs: XIP Customers with 1000+ devices UCS & SMB devices SNMP3 protocol SKU-based like SMARTnet Training, sales & technical tools Better portal performance Medianet & IPv6

  9. Smart Care: Pricing & Profitability • 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

  10. Smart Care Margin Analysis

  11. Tools for Success – Your BDM • Business Consultant • Services Model Analysis • On-Boarding • Positioning, Packaging and Pricing • Sales Training • Joint Sales Calls • Administration

  12. Summary 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

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