Smart Care
Jeff McEachern
Business Development Manager
Smart Services
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1
What Makes a Cisco Service “Smart”?
…which collect
Services that have
Automated
Software-enabled
Capabilities
…which is analyzed
and compared to
Network Diagnostic
Data
+
Cisco’s Intellectual
Capital
…to provide
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
© 2010 Cisco and/or its affiliates. All rights reserved.
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Smart Care
Delivered and Supported by Partner
Cisco Smart Care Service
Single
Contract
Management
Product
Alerts and
Notifications
Security
and Core
Assessments
and Repair
Remote
Network
Monitoring
Voice
Assessments
and Quality
Monitoring
Services
Network Wide
Maintenance
Coverage
Smart
Capabilities
Cisco IOS Updates, Upgrades, and Software Updates
NBD Hardware Replacement with Optional Four Hour Coverage
‘Four Pillar’
Capabilities
Cisco.com and Smart Care Portal/Tools Access
24/7 Partner Access to Technical Assistance Center
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Inventory & Contract Management
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Dashboard: Alerts & Notifications
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Customer Reports
Supports QBRs, facilitates budgeting and demonstrates value add
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Smart Care: Partner Asks
Operational & Marketing
Changes
Bigger Average
Contract Size
Consistency
with other Cisco
offers
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More Flexibility
Faster
on-boarding
Product Enhancements
More device
coverage
Support more
protocols
Better portal
performance
Additional
Assessments
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Smart Care: New Deliverables
Operational & Marketing
Changes
Customers with
1000+ devices
SKU-based like
SMARTnet
© 2010 Cisco and/or its affiliates. All rights reserved.
Cisco incentive
programs: XIP
Training, sales &
technical tools
Product Enhancements
UCS & SMB
devices
Better portal
performance
SNMP3 protocol
Medianet & IPv6
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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
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Smart Care Margin Analysis
Smart Care Margin Analysis
Step 1: Enter Number of Customers
200
Step 2: Enter PMC Renewal Potential
$10,000,000
Step 3: Enter Partner Average Renewal Rate
75%
Step 4: Enter New Business Forecasted/Takeover
$1,500,000
Step 5: Enter existing Attach/Renew Rebate %
2%
Step 6: Examine and modify fields in the input column (noted in yellow)
Renewals
Avg Renewal Rate
Partner Buy
Profit
Smart Care Rebates
Deduct: Smart Care Support Costs
Discovery of Uncovered Devices, EOS, EOL
Attach/Renew Rebates
Reduction in Support Costs (Faster Case Resolution)
New Professional Service Contracts
Additional New Business
Profit
© 2010 Cisco and/or its affiliates. All rights reserved.
SmartNet
Smart Care Add'l Profit $ Add'l Profit %
$10,000,000 $10,000,000
$7,500,000
$8,500,000
$5,925,000
$6,715,000
$1,575,000
$1,785,000
$210,000
13.33%
$1,007,250
$1,217,250
77.29%
$1,007,250
$210,000
13.33%
$42,000
$252,000
16.00%
$118,500
$201,450
$334,950
21.27%
$28,000
$362,950
23.04%
$15,000
$377,950
24.00%
$1,500,000
$1,875,000
$512,950
32.57%
$1,693,500
$2,087,950
$512,950
32.57%
Input
10%
23%
15%
15%
$1,000
1%
4
5
25%
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Tools for Success – Your BDM
• Business Consultant
• Services Model Analysis
• On-Boarding
• Positioning, Packaging and Pricing
• Sales Training
• Joint Sales Calls
• Administration
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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 serviceled model based on higher profit margins and
predictable recurring revenue
 Differentiate business 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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