Topic 2 Cisco Services and Support Thomas Lam

Topic 2 – Cisco Services and Support Thomas Lam

Topic 2 Cisco Services – RED TEAM Set up Led by Thomas Lam - Facilitators – Karen, Thomas, Carol • • • Commercial Market Services Expectations - Are your customers looking for Higher Value Add Services? i. e more than break/fix Yes, more for less! - What are your key challenges today in meet these customer requirements? Higher value added services are expensive to fund – fixed costs are high – may have to subcontract Cisco branded services low or no margins for Partner Value-add service not only Cisco related Educate customers on value of the network which will drive services and product sales Pricing issues SIS 98 cannot compete with Silver and Gold Customers know details of SIS 98 which doesn’t allow flexible pricing Recommendations: Cisco to provide business model and guidance on developing marketing selling etc. (PDDIO) value services Cisco Account Manager to position to customers the value of partners value which set up partners sale Let SI Partner and Premier Partner have the same branding, terms and conditions Cisco to educate the market on the value of service at the time of sale

Topic 2 Cisco Services – RED TEAM Set up Led by Thomas Lam - Facilitators – Karen, Thomas, Carol • Service Offerings: How can Cisco support you better - Does Cisco Current Service Offerings meet your customers requirement • • • Smart. NET to high end Customers want free service – believe product won’t fail Need to change how we are serving customer (India) Recommendations: Create a stripped down offering suitable for SMB (priced right & functionality) which should be mandatory Cisco need to to engage Cisco Service Sales with partners service management Increase 90 day warranty to 1 year – bundled Cisco to educate market perception on importance of service

Cisco Services and Support – GREEN TEAM Commercial Market Services Expectations a. Are your customers looking for Higher Value Add Services? i. e more than break/fix • Definitely. Customers doesn’t care who takes care of services as long as they have a quality experience - Customers are expecting more of a managed services offering from partner Recommendations: - Depends on country. If we are going to do a deep dive here, we’ll need to do that by segment and country.

Cisco Services and Support – GREEN TEAM Service Offerings: How can Cisco support you better a. - Does Cisco Current Service Offerings meet your customers requirements Partners are typically unaware of the depth Cisco’s service offerings. Aware of Smart. Net but not much more Would like to see offerings to match customer segment low end products, hardware replacements only Where we do have a service offering, service level response times are not clear Customers have a hard time going to our website & actually finding a description of services Warranty offerings & tracking vary with Distributors Customers want an ‘urgent’, custom service from the partner but Cisco’s services processes typically delay the partner’s response time ie the partner is required to give Disty too much information (product & contract info) and customer may have delayed, poor service experience b. What should Cisco do to support you in building your Services Business Partners would like training on the value of services from Cisco how to sell them with value add to Customers Would like to have more on-site support in services engagements ie Field Engineers Lack of ongoing relationship between Partners and Cisco’s Customer Advocacy organization. When Cisco staff visits the partner, services are rarely discussed Cisco isn’t consistently tracking the partner’s service response to customers Recommendations: Develop Services awareness Marketing tool kit overall services training, preso, web Services ‘certification’ an accountability system between Partner & Cisco on services delivery and customer satisfaction Develop a service offering that partner may purchase from Cisco to enhance customers field service experience ie a joint incident response team offering with partner & Cisco needs to review the way our Disty’s warranties are processed Partners to have direct services access with Cisco rather than via Distributor -

Cisco Services and Support – BLUE TEAM Commercial Market Services Expectations a. Are your customers looking for Higher Value Add Services? i. e more than break/fix • Customers’ expects higher value add services at the same price • Comfortable with existing structure and would like to receive updates on new trends/directions • Partner providing technical support with value add (educate, advice, etc) especially in Advanced Technology eg: Content Switch, IPTel • To survive service business, Cisco has to communicate new trends/directions (eg white papers, best practices, statistics etc) • Provide services that fit into their existing setup b. What are your key challenges today in meet these customer requirements? • RMA takes too long resulting in Customer Sats • Secondary technical support – missing link • No Smart. Net no suppport (eg: need access to Cisco or log TAC case without Smart. Net) • Suggestion on a type/version of SIS 98 (eg: limited access) for access to Cisco. Today is limited to “informal access” Recommendations: - Direct access and support from Cisco

Cisco Services and Support – BLUE TEAM Service Offerings: How can Cisco support you better a. Does Cisco Current Service Offerings meet your customers requirements • Distributors not playing their role in technical support therefore Partners need direct access/support from Cisco • Cisco has no service offering for Premier Partners b. What should Cisco do to support you in building your Services Business • Do not understand Cisco’s Service offerings Recommendations: - Communicate and educate Cisco Service Offerings to Partners

Cisco Services and Support Commercial Market Services Expectations RED Cisco to market the value of services to End Customer Cisco to provide guidance on selling (PDDIOO) services Let SI Partner and Premier Partner have the same branding, terms and conditions BLUE Deep dive for further information by country & segment GREEN Direct access and support from Cisco

Cisco Services and Support Service Offerings: How can Cisco support you better RED Create a SMB service offering (priced right & functions) which should be mandatory Increase Cisco Service Sales coverage & engagement with partners service management Increase 90 day warranty to 1 year – bundled Cisco to educate market perception on importance of service BLUE Services awareness Marketing tool kit overall services training (sales & offerings) Services ‘certification’ for premier partners Review warranty processes for resellers Partners to have direct services access with Cisco rather than via Distributor GREEN Communicate and educate Cisco Service Offerings to Partners

Cisco Services and Support List top 3 -5 most critical things that Cisco should consider based on your discussions. TACTICAL (Can be addressed within 6 months – before next CCAB) 1. Branding of Cisco Services to end customer STRATEGIC (Requires significant changes to policy, strategy &/or GTM) 1. Development of new offerings for SMB/Commercial Markets 2. Develop Marketing toolkit & communications program • Service offerings, processes & support tools • How to sell Cisco Services 2. Formation of APAC Commercial Class Service Board 3. Launch Services deep dive for Commercial Market by country 3. Strategy for Service specialisations & certifications for Premier Partners 4. Review Cisco Service engagement & process