Let’s Break New Ground Together.
Services
Cloud Partner Support
Albert Schafhauser and
Morganna Pearse
Channel Incentives
Services
Microsoft | EMEA Channel Partner Conference 2014
Session Objectives:
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Raise awareness of what’s available today
Give you an idea of what we are thinking about for the future
Get your input!
Questions &
feedback at the
end please!
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Microsoft | EMEA Channel Partner Conference 2014
Introduction – Albert Schafhauser
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Current Position since 2011:
• EMEA Lead – Office 365 (Syndication) Partner Services Group
I have been with Microsoft for 15 years, starting as Manager of the “Partner Technical
Sales” Team in Germany – “Enabling our Partners to sell and deploy our Products.
I then moved to Customer Service, where I was responsible for the Customer Service
in Germany and then built up the EMEA Customer & Partner Advocacy Group.
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Microsoft | EMEA Channel Partner Conference 2014
Introduction – Morganna Pearse
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In Current Position since February 2014
• EMEA Cloud Accelerate O365 Technical Support Program Manager
I have worked for Microsoft for 20 years, starting as a technical support engineer in
South Africa. I have moved between many jobs (and countries) in technical
support and customer services over the past 20 years.
Before I came to Microsoft I worked for a Partner in South Africa and many of my
roles over the past 20 years with Microsoft have involved Partner strategy and
experience.
Channel Incentives
Microsoft | EMEA Channel Partner Conference 2014
Partner Technical Services and Support
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Services
Enterprise
Social
Communications
Mobility
Development
Cloud
Devices
Partner support communities
Training
Technical presales assistance
and advisory support
Product support from
Microsoft experts
Small and medium business
self-help and community
support
Partner
Technical
Services
(MPN)
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Service delivery management
Proactive support that meets your
business needs
Partner-specific content, insight,
and readiness
Critical situation, 24x7 onsite
support
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Microsoft | EMEA Channel Partner Conference 2014
MPN Services – Partner Entitlement
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Microsoft Partner Network
Gold Competency
Silver Competency
Subscription
(MAPS)
Network Community
Member
 Partner Support
 Community
 Partner Support
Community
 RSC Phone
 10 Advisory Hours
 BCPS (Max 10)
 Partner Support
Community
 RSC Phone
 20 Advisory Hours
 BCPS (Max 10)
 5-Pack Incidents
 Partner Support
Community
 RSC Phone
 50 Advisory Hours
 BCPS (Max 15)
 5-Pack Incidents
Channel Incentives
Microsoft | EMEA Channel Partner Conference 2014
Partner Technical Services - What can we do for you?
Partner feedback :
10% Increase in profit per
project
20% Faster project approval
-DSM Case Study when engaging Practice
Accelerator offering
INCREASE KNOWLEDGE
TRAINING WORKSHOPS
Product overviews, technical sales and
deep dive knowledge on solutions
PRACTICE ACCELERATOR
Use Microsoft best practices to
expand your services practice and
successfully deploy Microsoft
solutions.
MPN Support Benefits:
• 4x more deals
• 70% more revenue growth
• 5% increase in deals won
- Partner Impact for all MPN Partners engaged
with PTS vs. MPN partners not engaged with
PTS as of July 2013
ACCELERATE
CLOSING DEALS
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Competitive Assistance
Proof of Concept
RFP Desk
Partner Support
Community: Presales
Assistance Forum
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Partner feedback :
Partner feedback :
• 75% Faster resolution to
issues
• 40-50 hours saved of
developer labor
• 80% reduction in Support
response time to customer
• 33% issues already had
resolutions within the forums
– Karmak Case Study when engaging Advisory
Services
- Shanghai Nanyang Wanbang Software
Technology Co. Ltd. Case Study
RECEIVE DEVELOPMENT
RESOLVE SPECIFIC PRODUCT
ISSUES
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Deployment Services
Development Services
Chalk Talks
Partner Support
Community
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Partner Support
Community
Differentiated Cloud
Support for Cloud
Accelerate
Business Critical Phone
Support
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Microsoft | EMEA Channel Partner Conference 2014
Partner Technical Services O365 Offerings – Available now
Sell
Deploy
Presales Technical Specialist workshops
Deployment Technical workshops
Expand your technical presales knowledge and close more deals
• Introducing the New Office and How to Demo
• Selling Office 365 – Why use the customer decision framework
• Selling Office 365 – Qualify the opportunity with cloud principles
• Selling Office 365 - Licensing Overview
• The new Office: Enterprise & SMB Compete
• Selling Office 365 - FastTrack Deployment
• Selling Office 365 - Sell with the Customer Immersion Experience
Technical Presales Advisory Services
Close more deals with technical presales guidance; examples:
• Competitive assistance
• Feature overview and comparison guidance
• RFP questions
• Business value proposition
• Proof of concept guidance
• Technical licensing recommendations
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Expand your skillset to implement reliable deployments and develop with confidence:
• Office 365 Deployment Jump Start for SMB
• Office 365 Tech Series
• Deploying and Supporting Office 365 Cloud Deployments
• Migration Strategies
• SharePoint Server 2013 and Office 365 Hybrid Coexistence Scenarios Workshop
• Office 365 Deployment Shadowing
Advisory Services
Personalized 1:1 technical assistance to guide you with your customer solution from development,
deployment and through support
Office 365 Practice Accelerator
Learn fundamental deployment principles and processes that lead to repeatable successful
deployments
Support
Support Technical workshops
Expand your skillset to support your customers:
• Office 365 Troubleshooting workshops
Cloud Accelerate Technical Support
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Access to a dedicated team of technical support engineers 24/7 to resolve technical problems during a
cloud software deployment project.
Microsoft | EMEA Channel Partner Conference 2014
Online Support
Partner O365 Technical Support Overview
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There is an Office 365 community available to Customers and Partners
here: http://community.office365.com
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Cloud Partners should submit a technical support service request
through MOP: https://portal.microsoftonline.com for Sev B and C cases
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Cloud Accelerate Partners:
Technical O365 Support Experience
Network Assessment &
Activation Services
Microsoft Online Portal (MOP)
Adoption & Change
Management
Social Analytics
Phone Support
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Cloud Partners may create a Sev A technical support case by calling the
RSC and selecting the Online (Cloud) Services option off the IVR
Microsoft Services Premier Support for Partners (PSfP) is a technical
support option specifically available to partners for Microsoft products
and services, including Office 365. This customizable managed support
offering makes Microsoft an extension of your organization, providing
you with access to the latest information, guidance, and expert
assistance.
Lifecycle Services
Useful resources
• Contact the RSC: http://aka.ms/contactsupport
Office 365 Quick Reference Guide to Partner Support
Cloud Partner support
Partner forum for Microsoft Online Services
You may call the Office 365 technical support number
Channel Incentives
Microsoft | EMEA Channel Partner Conference 2014
Future Business for Partners - IDC Study
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%74 of customers also want
their trusted cloud service
provider to be able to offer on
premis expertise, support being
one of the key elements
Cloud Growth is 5X that of
The IT industry overall.
Customers will continue to
have a hybrid approach
for a long time to come.
Cloud Partners are the best
performing partners.
Higher revenue,
Higher gross profit
Higher customer acquisition
FASTER GROWTH.
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Microsoft | EMEA Channel Partner Conference 2014
How Partners are Making Money with Office 365
Managed Services
and Packaged IP
• Tier 1 / Tier 2 support
Office 365
Licensing Revenue
Baseline
$48-240 / seat
Add-on Projects
and Solutions
• New user set-up
Deployment
& Migration
Services
• Expansion
• SharePoint Templates
• Customization
• Windows Intune
• Assessment / planning
• Migration of data
• Establishment of service
• IT planning
Good
$40-120 / seat
• End-user training
• Desktop Management
• IT infrastructure design
• Policy/Patch
Management
Better
$40+ / seat
50%+
Managed
Services/
IP Margins
• Updates
• LOB integration
• IT training
Services
35-42%
Billable
Services Margins
• Software Asset
Management
Best
$50-80 / seat
Channel Incentives
Recurring Microsoft | EMEA Channel Partner Conference 2014
Pilot: Helping you create Support Services for your Customers
Workshop I
Workshop II
Cloud Support Services
Will open the cloud opportunity to the
partners by helping partners establish a
stronger relation with their customers.
Workshop III
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Partner Support Opportunities
Support Business Models
Support Business Best Practices
Deep Dive On Creating a Support Organization
Planning, Setup, Processes, Tools, Forcasting
Resourcing, Recruiting, Readiness, Boundaries
Best Class Cloud Troubleshooting Practice
Troubleshooting Tools and Resources
Escalation Processes
Channel Incentives
Microsoft | EMEA Channel Partner Conference 2014
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Channel Incentives
© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentations.
Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT CONFIDENTIAL – FOR PARTNER USE ONLY. MICROSOFT MAKES NO WARRANTIES,
EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
Microsoft | EMEA Channel Partner Conference 2014
Services
Thank you!
Any feedback or further questions to:
Albert Schafhauser alberts@microsoft.com
Morganna Pearse mpearse@microsoft.com
Channel Incentives
© 2014 Microsoft Corporation. All rights reserved. Microsoft, Windows and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries. The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentations.
Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT CONFIDENTIAL – FOR PARTNER USE ONLY. MICROSOFT MAKES NO WARRANTIES,
EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.
Microsoft | EMEA Channel Partner Conference 2014