Smart Care
Jeff McEachern
Business Development Manager
Smart Services
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Customer Challenges
Contract
management
Is very difficult
How do I manage
security
vulnerabilities?
© 2010 Cisco and/or its affiliates. All rights reserved.
Business
continuity is
critical – Is my
network reliable
enough?
Is there a more
streamlined way
to manage, plan
and budget?
It’s difficult to
keep track of
what’s in my
network & what
is covered
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Solution: Cisco Smart Services
…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
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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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Cisco Smart Services
 Smart Net Total Care
Customer-led
 Partner Support Service
Transformational
Accounts
Partner-led
Cisco-enabled
 Smart Net Total Care
Enterprise
 Partner Support Service
 Smart Care
Commercial
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 Collaborative
Professional Services
(CPS)
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What Partners Have Asked for…
Operational & Marketing
Changes
Product Enhancements
Bigger Average
Contract Size
Higher Margins
More Smart Care
capable devices
Consistency
with other Cisco
offers
Faster path to
market
Better portal
performance
© 2010 Cisco and/or its affiliates. All rights reserved.
Security
enhancements
Additional
Assessments
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What Smart Care Delivered…
Operational & Marketing
Changes
SKU-based like
SMARTnet
Customers with
1000+ devices
Cisco incentive
programs: XIP
Training, sales &
technical tools
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Product Enhancements
UCS & SMB
devices
Better portal
performance
SNMP3 protocol
Medianet & IPv6
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How it helped partners like you…
Partner in Kansas:
• Contract size capability
changes increased average
contract size by 20%
Partner in Wisconsin:
• SKU-based pricing
decreased order processing
time by 33%
Partner in Missouri:
• XIP program increased
margins by 2%
• SMB coverage increased
new business by 25%
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Smart Care Pricing: Increase Your Profits
• 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
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Device Inventory Dashboard
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Smart Care Customer Dashboard
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Proactive Alerts
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Sample Smart Care Report
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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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