The Power of SNTC to the Cisco Partner Scott Schell Smart Service Business Development Manager Tom Carroll Smart Services Market Manager Agenda Smart Net Total Care What if Customer Value ID: 149508
Download Presentation The PPT/PDF document "Smart Net Total Care" is the property of its rightful owner. Permission is granted to download and print the materials on this web site for personal, non-commercial use only, and to display it on your personal computer provided you do not modify the materials and that you retain all copyright notices contained in the materials. By downloading content from our website, you accept the terms of this agreement.
Slide1
Smart Net Total Care
The Power of SNTC to the Cisco Partner
Scott Schell
– Smart Service Business Development Manager
Tom Carroll – Smart Services Market ManagerSlide2
Agenda
Smart Net Total Care – What if?
Customer Value
Partner Value
How to Sell (Opportunity Identification)
Setting Expectations
QuestionsSlide3
Smart Net Total CarePartner ValueSlide4
….with each customer you could reveal their uncovered Cisco products?
Grow SMARTnet revenue
….you gave each customer an accurate view of their end-of-support Cisco products?
Sell new Cisco products ….you gave the customer on-going up-to-date installed base and contract information? Faster and more efficient SMARTnet renewals ….you could inform your customer about a published Cisco alert that could preempt network disruption? PRICELESS!
Smart Net Total Care
What If….Slide5
Smart Net Total CareCustomer ValueSlide6
So many products and contracts – it’s hard to manage them all
With so many alerts - it’s hard to find the ones that apply
Entitlement issues take too long to resolve
Life cycle planning data is too hard to find and use
Are my Cisco products covered with the right service level?
Smart Net Total Care
Installed Base Management – What’s the Problem?
Tracking serial numbers and contracts manually is costly and error proneSlide7
Detailed inventory reports and analysis via intuitive web
portal!
Validate
your
Cisco installed base
Identify products
without service coverage, with support about to expire, or past LDoSSmart Net Total Care Installed Base and Contract ManagementSlide8
Deleted devices
86 devices added
See changes between
July 1 and November 1
Know what changed in your network!
Card Added
Easily drill down to see details of added deviceSmart Net Total Care Installed Base and Contract ManagementSlide9
Alerts are correlated against
your
Cisco installed
base!
A complete view of product alerts specific to installed base
Product Security Incident Response Team (PSIRT)
Software alertsHardware alertsField notice alertsSmart Net Total Care Proactive Alert ManagementSlide10
Alerts are correlated against
your
Cisco installed
base!
Shows all devices affected by specific alert
Easily drill down to find all details of an alert
Smart Net Total Care Proactive Alert ManagementSlide11
Transport to Cisco Data Center:
AES 128-bit data encryption, and HTTPS or SSL connection
- Sensitive credentials removed before transport
Smart Net Total Care: End-to-End Security
Collector on Customer Network
:
- Hardened- No root access- Password policy enforcementCisco Data Center: - Only accepts connections from registered systems - Secure Cisco IT lock-and-key facility
Smart Net Total Care Portal
:
- Cisco.com credentials
- User can see only their data
100101111111001101
1001110101111111110
100101111111001101
1001011110111011011111001101
10011100101010001101111111110
1001011110111011011111001101
SECURE
Secure Transport
Cisco
Collector
Customer
Network
Cisco
Data Center
Cisco Smart Net
Total Care PortalSlide12
Smart Net Total Care
identifies the customers Cisco
inventory and securely communicates this
to Cisco’s
data center, where it is analyzed against
Cisco manufacturing, security, shipping
, and contract data. Resulting in a comprehensive view of their installed base, service contracts, and product alerts.Smart Net Total CareCustomer Needs SNTC ValueAccurate view of IB and Contracts
Actionable Reports
Contract Consolidation
Entitlement Confidence
Contract Renewal Ease
Timely RMA Assurance
Device Life Cycle Data
Device Specific Alert Notification
“I want to identify
my serial numbers and map to contracts.”
“Doing this manually is costing me time and money.”
“I want my records to be accurate and up to date.”
“I want
to simplify my service renewal process.” Slide13
Top 10 International Bank
What are the gaps and overlaps in service coverage?
Are any network devices near or at EOL?
Customer Challenge
Impact on Customer
Identified
20% of network devices were at or near retirement
Determined more than
2/3
of chassis were
uncovered
by service contract
Gained
tighter control
of its cost structure and improved SLA
Cisco Smart Net Total Care Service to provide insights and proactive network support on a continuous basis
Cisco SolutionSlide14
Smart Net Total CarePartner ValueSlide15
….with each customer you could reveal their uncovered Cisco products?
Grow SMARTnet revenue
….you gave each customer an accurate view of their end-of-support Cisco products?
Sell new Cisco products ….you gave the customer on-going up-to-date installed base and contract information? Faster and more efficient SMARTnet renewals ….you could inform your customer about a published Cisco alert that would preempt network disruption? PRICELESS!
Smart Net Total Care
What If….Slide16
Use
SNTC
data to build a consultative practice enabling strategic conversations with
your customers
Show your customer all changes to their network on a periodic basis, ensure they know what is happening in their environment
Inventory Delta ReportAssure all RMAs and other MACDs are confirmed and contract adjustments are made Inventory Delta Report, Contracts ReportPreempt network disruptions by proactively identifying and notifying users of installed devices impacted by Cisco published security alerts and advisories Alert Delta ReportDevelop a migration plan with the customer for EoS/EoL devices, removing the risk of network disruption and allowing timely replacement and accurate budgeting of cost for the customer Aggregated ReportQBR Support – show your customer the changes in their network, illustrate the risk avoidance from device coverage, alerts, EoL/EoS Inventory Report, Inventory Delta Report, Alert Delta Report, Aggregated Report, Contracts ReportSmart Net Total CareTransactional to Consultative….“Stickiness Factor”Slide17
Partner
Brand
with Smarts Services
Partner Support Service (PSS) is a Smart Service that is available to eligible Partners
PSS can be bundled into their Partner Branded service offers.
PSS deliverables are similar to SNTC for medium to large customers that prefer partner delivered services.
Smart Care is a Smart Service that is available to eligible PartnersSmart Care can be bundled into their Partner Branded service offersSmart Care is a Smart Service targeted at small to medium sized customers that prefer partner delivered services. Smart Net Total Care (SNTC) is a Cisco Brand Smart ServiceSNTC is delivered by Cisco to the end customer. Partner Access is available through customer authorizationPartner visibility is reduced on devices covered by other partnersSlide18
Smart Net Total CareOpportunity IdentificationSlide19
Smart Net Total Care
Identifying an SNTC Opportunity
Target Customer
–
Has large and diverse base of Cisco products
Customers
that experience one or more of the challenges identified earlier in the presentation: Contract insight, Entitlement challenges, Complex renewalsEnd of Sale data and network relevant Alerts, Improved RMA support.Customer’s IT Staff that can support collector deployment.Customer has the desire to improve their current contract management processes.Compelling Events – Rapid network growth or recent acquisitionNetwork redesign and consolidation as the result of a corporate mergerNew technology purchase plans and need for correct installed base inventoryRecent participation in a KTN or network assessmentApproaching SMARTnet contract renewalSlide20
Smart Net Total Care
The Customer Conversation – The Defense
How to Handle Customer Objections
We already have Asset Management tools (Prime LMS – Solar Winds)
Those are great tools that are complimented by SNTC,
SNTC provides ease of access to Contract data, status, consolidation, delta reporting and other features
that compliment the asset management capabilities offered by those other tools.I have a good handle on my Cisco Inventory.Reply: But do you have the same handle on your contract status? Few customers do. Could you benefit from a detailed report showing the current, accurate contract status for each device in your network?We don’t allow Collectors on our network.Reply: SNTC currently has over 1000 customers globally, in every industry and customer size. Many of those customers had similar concerns until they spoke to our security Subject Matter Expert and our Collector Security Team. Would you be willing to speak with them so they can understand and address your concerns?Slide21
Smart Net Total CareSetting ExpectationsSlide22
Smart Net Total Care Setting Customer Expectations
Don’t forget to ask the customer to provide partner access!
Smart Net Total Care
works with
an extensive list of
‘Supported’
Cisco products but not all products! A complete list will be available on Cisco.com and Partner Central and is updated with each release.There is no support for Cisco ‘application’ software licenses in this releaseSmart Net Total Care does not …Generate a single service price for the networkGenerate a single service contract for the networkSNTC can simplify a complex contract structure, but not all service-levels can be consolidated (nor should they be)Replace the CSCC contract management utilitySNTC can generate uploads for CSCC in preparation for a quoteReplace expert judgmentOnce in place, basic contract clean-up and consolidation is performedThere will always be some data quality updates that can only be managed by human resources familiar with the customer’s networkSlide23
Setting
PreSales
Deployment Expectations
Network Discovery is not Automatic
; it requires Customer Engagement
The customer must provide:
Customer must complete the Collector Installation QuestionnaireSNMP credential(s) for all Cisco devices to be collectedMust provide an initial “Seed File” with IP address and Host Name of Key network devicesWill need to train on the use of the collector to run Network Discovery and to maintain the collector Device List.May need to support iterative discovery sessions to complete network accessMay have to open ports on firewalls to allow collector access to devicesWill need to update ‘Device List’ routinely orRun periodic network discovery sessionsSlide24
Post Sales Engagement Process:
An Engagement Project Manager (EM) and a
D
eployment Engineer will be assigned:
They will lead the engagement process.
And support collector configuration and training.
Internal and External kickoff meetings will be led by the EPM to determine opportunity expectations.to establish process expectation andprovide customer with product overview.Customer completes and returns the collector Installation QuestionnaireCollector is installed by customer with remote support. Seed file is created and loaded to the collector. (Joint effort Cisco/Customer).Network device discovery is completed (Optional)Device inventory is processed and ANSR report GeneratedTraining session using customer data is conducted by EM.Data Validation and reconciliation begun led by account team or partner.Slide25
ResourcesSlide26
Resources
Have an Opportunity?
Contact your Cisco PSDM for assistance
or
Contact
the SNTC BDM Team
@From Partner Central search Smart Net Total Care or follow the link belowhttp://tools.cisco.com/search/results/en/us/get#q=smart+net+totalMore Coming Soon – SNTC Assets will be posted to support the November 11 Quote to Order Partner Enablement date.Or From Disti Central http://tools.cisco.com/search/results/en/us/get#q=smart+net+total More Coming Soon - SNTC Assets will be posted to support the November 11 Quote to Order Distributor Enablement date.Slide27
Smart Net Total CareQuestions?Slide28
Thank You!