Fast Start to Real Smart Welcome Kit

Fast Start to Real Smart
Welcome Kit
Smart Services BDM
Andrés Carcache
In this Guide
  3 week guide to Selling Smart Care Now
  Slides 3-5
  12 week guide to Complete Smart Care Development
  Slides 6-15
Sell Smart Care NOW: Week 1
ENGINEERING
OPERATIONS
  Assign Engineer to take
exams/register
  Watch the Smart Care jump start video:
http://www.cisco.com/web/partners/services/
training/accelerate/downloads/growing-yourbusiness-with-cisco-smart-care/index.html
  Training links, and COLT
exam: https://
supportforums.cisco.com/
community/netpro/solutions/
smart_services/smartcare/
training_library
  To register to sell Smart Care
please go to: https://
supportforums.cisco.com/
community/netpro/solutions/
smart_services/smartcare
on the right hand side under
"Useful Links" you can register
  Portal Admin Training. Portal “How To”
https://supportforums.cisco.com/docs/
DOC-34033
SALES
  Train Sales on Value Message:
http://www.cisco.com/E-Learning/
gfo_npi_training/cdc_bulk/Smart_Care/
1.11_Sales_Demo/Sales_Demo_SKU_Based.htm
  Learn what is currently covered under Smart
Care
http://www.cisco.com/web/partners/services/
programs/smartcare/downloads/
smartcaresupporteddevicelist.pdf
Sell Smart Care NOW: Week 2
ENGINEERING
OPERATIONS
 Take detailed technical
training
 Quote from Disti. Send disti:
 Customer information
 SN/PIDs & Qty each
 Service level on ea device
(premium, basic, ESW etc)
 Quoting and ordering guide
http://www.cisco.com/web/
partners/services/programs/
smartcare/downloads/
smart_care_1_11_disti_and_res
ellers_ordering_guide.pdf
 Develop MSA
  Introduction VOD
https://
supportforums.cisco.com/
docs/DOC-33959
  New User Training –
Training Lab
https://
supportforums.cisco.com/
community/netpro/
solutions/smart_services/
smartcare/
training_library
SALES
  Sell! Smart Care pitch to
customers
Sell Smart Care NOW: Week 3
ENGINEERING
OPERATIONS
  Customer kick off
  Add customers into portal
  Schedule SSB to assist on
first launch:
ask-smartservices@cisco.com
  Add internal users into the portal
  Create SC process flow
  Assign portal admin & processes
SALES
  keep selling!
ON GOING
  Engineering & Sales Process Flow
  Assign Rebate responsibilities
  Cadence with BDM
Week 1: Analyze and Decide
 Smart Care, Smart Net Total Care or both?
  Read Reasons to adopt Smart Care
http://www.cisco.com/web/partners/services/programs/
smartcare/index.html
  Read Smart Care Jump Start Guides
https://supportforums.cisco.com/community/netpro/
solutions/smart_services/smartcare/marketing-sales
  Smart Care? Slides 2 – 10
  Smart Net Total Care? Slides 11 - 15
Week 2: Assign Ownership
  Name Executive Sponsor that will own all Smart Services
_________________
  Coordinate Cisco/Internal meetings
  Strategic Decisions about Smart Adoption
  Coordinate and decide internal process flow for Smart Services and drive
development
  Assign Technical Lead ____________
  Engineer that will be responsible for your company’s technical expertise
on Smart Services.
  Take or assign training/certifications
  Coordinate and manage the process flow for technical customer support
  Assign Sales Lead _______________
  Responsible for your company’s sales expertise in Smart, determining sales
lifecycle, and driving Smart Service bookings
  Responsible for creating a GTM strategy, pricing, branding
  Coordinate Marketing documents and events
Week 3: Register and
Start Development Tracks
E-learnings and COLT exam:
https://supportforums.cisco.com/community/netpro/solutions/smart_services/
smartcare/training_library
Register:
https://supportforums.cisco.com/community/netpro/solutions/smart_services/
smartcare
Order Internal NFR Smart Care contract
Engineering Track
Operations Track
Enginee
Jump Enginee ring Engineerin
Intro Technic Start ring Hands g Call Flow Sales Lifecycle Quoting Quoting discussion Register al docs Guides Trained on
Defined Defined
training exercise
dave
TOM
Sales Track
Metrics/ Portal Portal Admin Admin Defined Hands on Pricing Marketing Docs Sales GTM Branding Created Trained Strategy
Week 4 & 5: Details
  Engineering Initial Training Done
  Schedule Training Lab time
  Schedule Live training if needed
  Internal Portal set up
  Document post sales Engineering flow/ customer engagement
  Portal Admin Training completed
 
 
 
 
 
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Add customers & sites
Quote Smart Care
Tracking Rebates
Pricing and packaging defined
Create customer facing collateral
Create internal selling collateral
  Determine Sales Compensation
  Document Sales Lifecycle
  Create your MSA
Week 6: Strategize
  Develop Go to Market Plan
  Clear and unique value message
  Develop Account Strategy
  Top renewals
  New Business
  Existing MS customers
  Engineering live tests in internal environment
  Run D & I
  Run & schedule Assessments
  Add internal users
  Define Quoting process with Disti
  Establish point of contact & escalation procedures on both sides
Week 7: Launch
  Train Sales on unique value message
  Develop Sales Campaign if needed
Week 8: First Opportunity
 Walk through first quote
Week 9: First Order Booked!
 
Schedule customer kick off
Week 10: First Customer Deployment
  Customer kick off
  Schedule SSB to assist on first launch
  First Win – internal document
Week 11: Adjustments
  Evaluate process
  Adjust Sales process, Admin process or Engineering post
sales process as needed
  Adjust roles/responsibilities as needed
  Adjust disti/ quoting process as needed
Week 12: Cadence
  Develop a sales forecasting cadence with your BDM
 Develop cadence with Disti for help/assistance
  Check your profile for rebates is set up in the Parnter
Self Service Tool:
http://apps.cisco.com/WWChannels/GETLOG/login.do
  Develop engineering cadence
Important Resources
  Technical Help & Q/A: Smart Services Bureau
  Ask-smart-services@cisco.com
  Open a case online:
http://www.cisco.com/cisco/psn/web/workspace
  Strategic Direction: Smart Services BDM
  Andrés Carcache
acarcach@cisco.com
+506 8840 7106
Technical, Sales, Marketing and Operations Documents
  http://www.cisco.com/web/partners/services/programs/
smartcare/index.html
Fin!