Accelerate Your Business
with Huawei Unified ICT Service
James Schott
Director, Service Channels & Marketing
enterprise.huawei.com/us
Huawei Enterprise Services
1
2
3
Services in Enterprise Sales
4
5
Tools for Service Acceleration
Huawei Service Portfolio
Huawei Service Partners
Huawei Service: Next Steps
Page 2
Services in the Enterprise Sale
enterprise.huawei.com/us
Huawei Enterprise Page 3
Introduction
Designing A Global Advantage™
Huawei Enterprise Page 5
Huawei Enterprise Service Strategy
Partner,
System Integrator
Huawei Enterprise Service Strategy is to enable our partners to provide
a better, more valuable service to end customers.
Huawei Enterprise Page 6
What Analysts are Saying
“take on a more proactive
character.”
“Huawei understands that
maintenance has to move
beyond traditional
break/fix”
“The talk was all about highlevel advisory services with a
focus on business outcomes.”
“Huawei's services strategy
has evolved significantly
over the past twelve
months.”
“key issues will be the
extent to which partners
can be moved along this
Services evolution”
IDC analyst comments concerning Huawei Enterprise Service Strategy, Oct 2012
Huawei Enterprise Page 7
Enterprise ITC & Service Budgets
US Spending on Goods and Services
Service offers an
incremental sales
opportunity
Training
5%
Support
15%
If we do not secure the
service spend, it will be
spent elsewhere
Equipment
80%
Support is the
foundation of an
ongoing customer
relationship
Based on Forrester Research, Inc. , 2013
“US Tech Market Outlook Report…”
Huawei Enterprise Page 8
Service = Sales Opportunity
Sell more. Sell value. Profit.
Huawei-Brand
<<<<<
Price Parity
>>>>>
Huawei Enterprise Page 9
Partner& Co-Brand
Huawei Service Portfolio
enterprise.huawei.com/us
Huawei Enterprise Page 10
Go-To-Market Approach
Customer
Huawei Brand Service
Partner Brand Service
Resold by Partner
Delivered by Huawei
Sold and Delivered by Partner
Supported by Huawei
HiCare
CoCare
Huawei Service Platform
Support-E/e-Learning/Simulators/TACs/SOCs/Spare Parts/Certification
Always Online
Huawei Enterprise Page 11
Huawei Enterprise Services Portfolio
Delivering Assurance
Lifecycle Services Framework
Plan
Product
Portfolio
Design
Service
Portfolio
Implement
Technical
Services
Maintain
Training & Certification
IP Products (Switches & Routers)
IT Products (Storage & Servers)
UC&C Products (TP & VC)
Huawei Enterprise Page 12
Optimize
Professional
Services
Huawei Service Portfolio
Professional Services
Enabling Transformation
Plan - Design - Implement - Optimize
Training & Certification
Certification for Partners & Customers
Associate – Professional - Expert
Technical Services
Maintenance Support
Standard - Enhanced - Premier
Huawei Enterprise Page 13
Programs to Accelerate Your Business
Warranty & DOA
Quoting &
Configuration Support
Proof-of-Concept
Testing
Marketing, Collateral,
Tools & Templates
Certified Service
Partner Program
Market Development &
Training Funds
Huawei Enterprise Page 14
Huawei Technical Support
Operate & Maintenance Support Levels
Delivery Options:
Advanced Hardware Replacement
Onsite Hardware Replacement
Standard
Premier
Enhanced
• Online Support
• 24x7 TAC Access
• Software Updates
• Hardware Replacement
9x5 NBD
9x5 4-hour
24x7 4-hour
Huawei Enterprise Page 15
Support Options:
•Multi-year contract term
•Equipment health check
•Onsite troubleshooting
•Focal support service
•Certification Training
Technical Support Delivery Model
Huawei R&D
Escalation
Huawei Parts Warehouse
L3 support
Huawei Global TAC
Escalation
USA Parts Warehouse
L2 support
Parts Consignment
Depot
US TAC
Parts Distribution
1-8 77 9 Huawei
TAC.us@huawei.com
Service
Request
...
Remote
Support
Huawei Field
Certified Service
Technician
Partner (CSP)
Parts Delivery
Onsite Support
& Replacement
& Installation
Customer
Huawei Enterprise Page 16
Parts/Depot Distribution in US
240+ Forward Stocking
Locations (FSLs) in USA
1,100+ field engineers
Same-day service to
over 40,000 locations
Next-day service to
every US zip code
Huawei Enterprise Page 17
Huawei Professional Services
Planning
• Capacity planning
• Technology analysis
• Architecture planning
Plan
Optimize
Optimization
• IP network Optimization
• TP Optimization
• Data Center Optimization
Prof.
Services
Implement
Huawei Enterprise Page 18
Design
• IP network Design
• Facility design
• Data center design
Design
Implementation
■ Equipment installation
■ Integration
■ Acceptance test procedure
18
Huawei Training Services
Training & Delivery Options:
Huawei Authorized Learning Partner
Huawei Online E-Learning
Huawei Onsite Delivery
Robust Catalog of Training Courses
IP
Product
Domains
Router &
Switch
Wireless
LAN
Transmission
Security
(Secospace)
Transmission
Networks
UC&C
Unified
Communication
Huawei Enterprise Page 19
Video
Conferencing
IT & Cloud Platform
Storage &
Servers
Cloud
Computing
CC
Call
Center
Huawei Service Partners
enterprise.huawei.com/us
Huawei Enterprise Page 20
Technical Support Model
Customers
Partner
Huawei HiCare
Huawei CoCare
Sold by Huawei or
Resold by Partner
Delivered by Huawei
Sold to Partner
Huawei Delivers CoCare to Partner
Partner Delivers Support to Customer
Huawei Platform
Sales Tools, Online Support, eLearning, TAC, Tools, Parts
Huawei Enterprise Page 21
Steps to Becoming a Huawei CSP
Interested? Eligible?
CSP Application
Qualification Review
CSP Agreement
Certify Site, Systems & Engineers
Huawei Enterprise Page 22
Certified Service Partner Requirements
In-House Test Lab
(5-Star CSPs)
Help Desk &
Service Process
Authorized service levels:
5-Star: 24x7 4-hour
4-Star: 9x5 4-hour
3-Star: 9x5 NBD
Certified Technical
Service Staff
CSP
Program
VAR or VAP
Product Resale
Huawei Enterprise Page 23
Partner Enablement
Support 1st node
implementation
Process
Instruction
Specialization
Training
• Real case practice
• Hand-on instruction
• Focus on working process
• Less than 2 hours
• Face to face with lab practice
• E-Learning available
Technical
Newsletter
“Technical Elite”
Club
E-Learning
Platform
Adv. Technical
Training
Soft Skills training
Career
Certification
• Fast track certification
• Global training and exams
Technical
Workshop
Huawei Enterprise Page 24
• Push new technologies and
product documents
• Award and incentive program
for Technical Elite
• Online courses and exam.
• Tech Forums/Knowledge base
•
•
•
•
Advance troubleshooting skills
System optimization skills
PM and Communication Skills
Customer satisfaction mgmt.
• Rapidly track latest technology
• Interaction with partner
Engineer Training & Certification
Huawei Certified…
Expert
Certification
Process &
Exams
Professional
Associate
Product
Domains
Router &
Switch
IP / Datacom
Transmission
Wireless
LAN
Transmission
Networks
Security
(Secospace)
UC&C
Unified
Communication
Huawei Enterprise Page 25
Video
Conferencing
IT & Cloud Platform
Storage &
Servers
Cloud
Computing
CC
Call
Center
Huawei Certified Service Partners
Relationship
Partners & Vendors
Certified Service Partners (CSP)
from among interested & eligible
partners (VARs & VAPs)
Huawei Enterprise Page 26
Source Support Services
Value Added Partner (VAP) &
Certified Service Partner (CSP)
Huawei Enterprise Page 27
End-to-End Global IT Solutions
End-to-End Global IT Solutions
• The Marriage of:
– IT Engineering Services &
– Global IT Same Day Support
Full IT Life-Cycle
Solutions
Huawei Enterprise Page 28
Keeping Huawei Up & Running & On time!
Optimizing Your Uptime Through:
•
Best-In-Class Solutions Design
•
Implementation Services
•
Same Day Global On-Site:
Parts Delivery & Replacement
Field Engineer Support
Worldwide Forward Stocking Location
Grid
Delivering Peace Of Mind:
•
Providing a dependable services infrastructure
that meets the stringiest SLA demands
Designing A Global Advantage™
www.sourcesupport.com
Global Coverage Areas
FSLs
-
Same day parts and on-site response grid – USA
NBD Response – All Zip Codes
Huawei Enterprise Page 30
Forward Stocking
•
240 Locations USA
•
40 Locations Globally
On-site Field Engineers:
•
Every Zip Code USA
•
Over 80 Countries Worldwide
Huawei & Source Support
Huawei & Source Support
• Successful Partnership Since 2011
– Over 2200 switches configured, installed,
maintained and monitored since Dec 2011.
– Supporting Over 325 locations in N. America &
growing
– Over 80 Forward Stocking Locations In the USA
today with Huawei product – 4 Hr Parts SLA’s
– Great experience from all sides of the partnership
Huawei Enterprise Page 31
Huawei & Source Support
Huawei & Source Support
• The Huawei Advantage
– Excellent Quality Product & Performance Trends
•
Positive comparison vs. key competition
– Excellent Executive Support of Partner
– Excellent Engineering Support of Partner
– Excellent Customer Service Support of Partner
Huawei Enterprise Page 32
Quality Reporting – Quality Product
Huawei Quality Trends 2012-2013
•1.5 years of excellent performance & Quality
• 2200+ Units In Field
• 1.22% Call Rate
• 0.61% Failure Rate (AFR)
Huawei Enterprise Page 33
Tools for Service Acceleration
enterprise.huawei.com/us
Service Resources for Partners
Knowledge
Base and
Forums
Classroom
&
E-Learning
License
App &
Tools
Marketing
Tools &
Templates
Service
Tools
Software
and Tools
Download
Technical
Docs
Technical
Assistance
Center
Partner
Portal
Huawei Enterprise Page 35
Intelligent Service Tools
Enhance customer
PARTNER
experience through
network intelligence.
TOOLS
CUSTOMER
Planning Tools
HUAWEI
KNOWLEDGE
BASE
Design Tools
Optimization Tools
Huawei Enterprise Page 36
Migration Tools
Analysis Tools
Huawei Authorized Service Partners
Relationship
Huawei Authorized Partners
Authorized Service Providers (ASP)
for stocking locations and logistics, and
Technical Assistance Center (TAC)
Authorized Learning Partners (HALP)
for Technical Training and Certification
Huawei Enterprise Page 37
with
Essintial Enterprise Solutions
Authorized Service Partner
(ASP)
Huawei Enterprise Page 38
Essintial Overview
One of the largest Independent Services Organizations (ISO) in the nation
Private Equity Ownership
Acquired and merged two companies in 2010
Est -1967
Est - 1970
Est - 2010
Headquarters in Mechanicsburg, PA (also the primary TAC location)
Handle over 40,000 Service Events a month
Support partner of choice to major OEMs (Huawei, IBM, HP, Dell, Fujitsu, Toshiba and Super Micro)
Deep expertise in enterprise and data center hardware support
Manage $15 Million in Consign Parts
Huawei Enterprise Page 39
Huawei Technical Assistance Center
1 877-9 HUAWEI and email: TAC.USA@Huawei.com
The Essintial Technical Assistance Center (TAC) provides Huawei with comprehensive TAC services.
Essintial TAC Overview
•
Primary Site Mechanicsburg PA
•
Secondary Site in Andover MA
•
Staffed 24x7x365
•
Customer web portal for real-time visibility of service event status
Huawei Program
•
Validation of Support Entitlement
•
Level 1 Help Desk - Huawei trained agents
Level 2 & 3 Help Desk in partnership with Huawei
•
Field Engineer Dispatching
•
Part Ordering and Dispatching
Huawei Enterprise Page 40
Huawei Nationwide Warranty Support
Essintial is providing Huawei Warranty coverage for Onsite Repairs
Essintial field engineers across the United States and Canada
Essintial has rolled out a training program for Field Engineers to get trained on
Huawei products and be indentified in our “Tech Finder Database”
Ability to meet 4 Hour Engineer Onsite SLA in Mid and Major Metro areas
Next Business Day Response anywhere in the U.S.
The Essintial TAC ensures Field Engineers are dispatched to SLA requirements
Huawei Enterprise Page 41
Logistics & Inventory Management for Huawei
Essintial is managing Huawei Spare Parts Logistics
Enterprise relationship with FedEx
Forward and Reverse logistics
Essintial’s main warehouse is in Memphis, TN – Which has a 12 AM CST cut
off time to get on a FedEx plane for next day delivery
Additional warehouses in Harrisburg, PA and Oakland, CA
RFID parts tracking in the warehouses
Integrated systems with FedEx to optimize service parts inventory
240 Forward Stocking Locations (FSLs)
Online visibility to parts inventory
Huawei Enterprise Page 42
Nationwide Hardware Installation Services
Essintial is a Huawei Authorized Service Partner (ASP)
Can be branded as Huawei services
Field Engineers Trained on Huawei product installations
Nationwide coverage
Ability to scale quickly
Complete Project Management team
Willingness to take on any size project
Long history of working with VARs
.
Huawei Enterprise Page 43
Huawei Services: Next Steps
enterprise.huawei.com/us
Key Contacts
Distributors for
Products and
Services
Channel Account
Manager
Huawei TAC and
Logistics
Support
Channel
Service
Manager
Huawei
Channel
Programs Team
Huawei Technical
Sales Support
(TSS)
Huawei
Professional
Services
Huawei Enterprise Page 45
Huawei & HALP
for Training &
Certification
Huawei
Support-E Online
Resources
Huawei Services
• Channel-focused service program
• Service enablement to enhance partner capabilities
• Building brand, demand, and opportunity with partners
• Tools and support to deliver scalable, value-add services
Huawei Enterprise Page 46
Next Steps
Sell Services. Quote & Resell Huawei HiCare Support.
Register for access to the Support-E online support portal.
Visit the Huawei Services Tabletop
Huawei Services Overview Brochure, HiCare & CoCare Datasheets
Take the training & certification survey (win a prize!)
Training & Certification
Sign up for July HCDA/HCDP Technical Certification Training
Visit the Huawei training web pages, register for E-Learning or attend classroom training
Interested in in the CSP Program?
Review the Huawei Enterprise Partner web pages.
Read the CSP Partner Brochure, Submit a CSP Application.
Huawei Enterprise Page 47
Thank You
Copyright © Huawei Enterprise USA, Inc. 2013. All rights reserved.
No part of this document may be reproduced or transmitted in any form or by
any means without prior written consent of Huawei Technologies Co., Ltd.
enterprise.huawei.com/us
