Mastering the Cisco SCC Tool to Accelerate Cisco SMARTnet Sales. Becky Lozada, Cisco Services Manager Matt Shingai, Cisco Instructor

Transcription

1 Mastering the Cisco SCC Tool to Accelerate Cisco SMARTnet Sales Becky Lozada, Cisco Services Manager Matt Shingai, Cisco Instructor

2 Welcome! Introduction Lou Ordorica, Westcon Community Manager SCC Quoting & Ordering Tool Becky Lozada, Cisco Services Manager Live Demo and Q&A Matt Shingai, Cisco Instructor Program Notes All lines placed on mute until the question and answer period Today s session is being recorded Archive recording of the presentation and audio available after the event on the Comstor OneX web sites Follow the operator s instructions for help with technical issues 9/16/2009 2

3 Westcon Lifecycle Services Prepare/Plan/Design Vendor Certified Product/Technical Expertise SolutionBase (Web-based Product/Services Solutions & Positioning Tool) Architecture Assistance Implement/Operate/Optimize Staging and Configuration World wide Implementation Network Contract Management Services Global Call Center Resources Day 2 NOC, Smart Care Services, consultant resources Flexible Financial Services Credit Extension Leasing Personal Guarantee to Grow Your Business Joint Purchase Order No risk to low risk options Global Logistics Asset Tagging Custom Delivery Programs Short-and Long-Term Warehousing Quality Assurance Returns 9/16/2009 3

4 Westcon/Cisco Resources Sales Certified Westcon Group Account Team Product questions and process related questions Pre-Sales engineering questions (Technical) POS related questions/ report requests SMARTnet related questions Comstor Solutions Handbook 9/16/2009 4

5 Agenda Create, Modify and Order Quotes Generate Renewal Quotes Register Quotes Manage Quotes Contact Support Work Arounds to Common Issues Cisco Service Contract Center Overview

6 SCC Quoting & Ordering Tool

7 Creating a SMARTnet Quote SCC Quoting allows you to create both Partial and Complete quotes. The Partial quoting feature allows you to create a service quote without requiring install site or serial number information. Partial quotes require back end registration. Entering all the required install site and serial number information when creating the quote will generate a Complete quote. Creating a Complete quote allows the Cisco Service Contract Center to complete the registration process automatically. 7

8 Creating a New Service Quote Click the Create a new service contract option. Click Submit.

9 Creating a New Service Quote When you enter the Location City, State/Province, and Zip/Postal Code a SAM check is performed.

10 Creating a New Service Quote Select one of the two methods to add a product: by Product IDs or Serial Numbers. You can cut and paste product or serial numbers directly from a.txt file or spreadsheet. To receive a multi-year discount, select at least 2 years. Click Save Preferences to save a preferred service level in the drop-down menu.

11 Creating a New Service Quote The Service Pricing Verify page displays the product information and includes the multi-year discount pricing estimate. Now you can save the pricing estimate as a quote.

12 New Service Quote 11 Edit Install Site information

13 Edit Install Site Add end user address Add serial # info

14 Edit Install Site

15 Creating a Renewal Quote Choose the Renewal Quote option when you have the opportunity to extend service on an expiring contract.

16 Creating a Renewal Quote Enter Enter the the Contract number, and and then then click click Submit. Submit.

17 Creating a Renewal Quote Verify the Contract, Service Level, and Reseller Information Select your distributor Enter quote notes and set the customer price Select Products

18 Creating a Renewal Quote The Quote information is displayed on the Quote Wizard page. This page confirms that a renewal quote has been created.

19 Add Products to an Existing Contract After converting the quote to a contract, you may find that there are situations where you need to add additional products to the contract. The Add to an Existing Service Contract feature allows you to add products quickly and easily.

20 Add Products to an Existing Contract Enter in your CCO id and the Existing Contract Number

21 Add Products to an Existing Contract The service level is already set per the service level of the existing contract. Enter the quote information on the Service Pricing page, as shown in the Create New Quote procedure.

22 Modify the Quote Using the Quote Wizard The Quote Wizard allows you to make a number of modifications to your quote. Grant additional contract access and edit reseller contact information Quote actions Edit Install Site information

23 Send Order Request to Distributor Using the Send Order Request to Distributor feature to send the order request and lock the quote. You have the option of sending the order request from either the Quote Wizard page, or from the Quote Manager page. Choose Send Order Request to Distributor from the drop-down list and click Submit.

24 Send Order Request to Distributor Verify that the billing address and purchase order amount are correct. Enter your purchase order number. Enter your distributor s address. Enter your comments. Click Yes.

25 Send Order Request to Distributor You must contact your distribution sales representative for the order to be processed!

26 Registration Wizard Registration Information Reseller Information

27 Registration Wizard Registration Actions Install Site Information Registered Products

28 Edit Install Site Registration Wizard Site Actions Add Site to Existing Contract Move Products to Site Add Serial Numbers

29 Edit Install Site Select the products then choose Register Site to initiate the site registration process. Click the Save Changes button if you want to validate the serial numbers before registering the site.

30 Register Site Verify quote, install site, and product information is correct. Review any alert messages before completing the registration. Click Submit Registration

31 Registration Error Page Error Alert Messages Contact Support

32 Submit an Online Support Request Open the support case from the Service Support Center page. Select the tool that you need support on here. Enter details on the support request here. Click Submit Request.

33 Manage Quotes You can sort the quotes by clicking on the column headers.

34 Quote Filters Use the quote filter options to display quotes or narrow a list of previously displayed quotes.

35 Quote Filters Use the Quote Manager to route, delete and submit order requests on quotes.

36 Common Issues - Registrations Issue: After submitting a registration, you receive an notifying you that the registration process has failed. When you research the quote, you discover the following: The Serial Number field is blank. The contract number shows as TBD. You cannot proceed with registering products because the only available option displayed is to download the quote. Issue: When you click Validate Serial Number, the serial number is removed. Action: 1.Open a case with the Service Support Center and include the following information: Quote number Error message and transaction experience Serial number 2. After the issue is resolved, Cisco will complete the registration process and update you via the Case. No action will be required on the part of the user.

37 Common Issues Quoting Issue: When trying to generate a renewal quote on a contract with a large amount of lines quote either times out or seems to stall in the quoting process. Action: Check Quote Manager for quote. Many times the service contract center actually generates the renewal and it can be found there. If quote is not created open a case with the Service Support Center and include the following information: Your CCO ID Contract number Error message and transaction experience Cisco will either work to fix the problem or help create a manual quote.

38 Matt Shingai Cisco Trainer 9/16/

39 Questions?