Cisco Services made simple
What is the value of Cisco SMARTnet Service? Cisco SMARTnet Service is an award-winning technical support service that gives IT staff direct, anytime access to Cisco engineers and extensive Cisco.com resources. What problems does Cisco SMARTnet Service help you solve? As the network evolves and you add new business processes, systems, and services, the consequences and costs of downtime increase dramatically, and delays in resolving issues can bring your business operations to a standstill. Network-related issues create the following challenges: When a problem occurs that can disrupt business operations and communication, you must resolve the issue as quickly as possible, before it can significantly affect business continuity. Technology changes fast and keeping your IT staff up to date on the latest advances and security threats can be difficult. Bugs or security issues can affect the availability, performance, and reliability of your network if they are allowed to exist undetected. Cisco SMARTnet Service facilitates rapid problem resolution, 24-hour business continuity, and improved operational efficiency through a combination of expert technical assistance, online tools, and flexible device coverage options. Cisco SMARTnet is essential to keeping business-critical functions available, secure, and operating at peak performance. Networks are the lifeline that connects your customers to goods and services, and the impact of network downtime can be significant, degrading productivity, eroding customer confidence, and costing as much 3.6% of annual revenue, depending on the size of your company. Decreased network availability can also create a negative customer experience. Analysis shows that a good customer experience correlates highly to loyalty especially when it comes to plans for making additional purchases. Additionally, it is estimated that a 5% increase in customer retention due to increased loyalty yields a staggering 75% increase in the net present value of an existing customer. Reliable Networks depend on Cisco Support Cisco SMARTnet Service helps maintain the operational health of your network through Cisco expertise and resources: Fast access to experts: Connect directly to the Cisco TAC, staffed by thousands of experienced, certified Cisco professionals with experience in diagnosing the toughest problems. Online troubleshooting tools: Extensive troubleshooting and support resources at www.cisco.com/techsupport contribute to improved operational efficiency. Rapid access to critical parts: Flexible hardware replacement options let you select the coverage you need on a device-by-device basis to keep key business processes running smoothly. Anytime, online access to operating system updates: New OS features enable greater network capacity, advanced security, and improved regulatory compliance as well as better interoperability. 2
What is Felix and how can it benefit your company? Felix is Azlan s industry leading quoting, ordering and contract management tool for Cisco SMARTnet. In March 2011, Azlan s investment in Felix was recognised by Cisco in the form of the Worldwide Distribution Services Innovation Partner 2011. Commenting on behalf of Cisco, Jason Boxall, Head of European Distribution, stated: Why Azlan for Cisco SMARTnet? Azlan have invested heavily in developing an effective Services business to allow our partners to not only begin to offer Cisco SMARTnet but also grow and develop their existing Services businesses. Dedicated Services Teams are available to assist with complicated opportunities or, if you prefer to be able to quote and manage your opportunities yourselves, Azlan also offer our award winning SMARTnet platform, Felix. Felix is an enabler for Companies that do not have a dedicated Services practice or system to allow the effective management of Services renewals business. Azlan has developed a unique set of tools which enables resellers to streamline processes, reduce costs and maximise new business and renewal opportunities for Cisco Services contracts. The Felix system is fully integrated with Cisco s own ordering systems and provides complete end-to-end integration, from the identification of opportunities to quoting, ordering and confirmation of the Cisco Service contract. These tools have contributed to a 41 percent growth year on year. Our partners are able to fully utilise the benefits of Felix by logging into felix.azlan.com, all you need to access is an existing Intouch login and you are able to immediately begin raising quotes, managing your renewals and growing your Services revenues. All of our staff are fully trained on Felix, so should you not be comfortable raising your own quotes externally through Felix, we are able to assist. 4
How do I use Felix? Felix has been designed to be user friendly and incredibly intuitive. Huge time savings can be made by utilising the platform to raise new and renewal quotes. To raise a new quote Begin by entering the Cisco part number you wish to cover Select the service level you require, you can quote all services levels by clicking this option Choose the duration of co-term end date you require for your quote Once you have added all the products you wish to cover, click create quote Add your desired margin to give you your price to the end user To raise a renewal quote Click in the checkbox against the contract you wish to renew You can select multiple contracts for the same end user to co-term them in one quote Choose the duration of co-term end date you require for your quote Click create quote Add your desired margin to give you your price to the end user Quotes can be emailed in a user friendly format or downloaded to excel as you wish. Promotional pricing All Cisco Services promotional discounts are automatically updated with the Felix platform, these include the current promotions of the additional 10% for SMB Specialisation and the popular 3 years for the price of 2 Multiyear promotion, as new promotions are released they will be updated within Felix for your ease and convenience. Placing SMARTnet orders through Felix Every quote raised through Felix is given a unique reference, to bring up and order a quote raised previously, simple enter the Felix reference into the search field in the manage quotes section. All you need to do to purchase the SMARTnet is complete the required end user details and click order. Felix is linked to both the Cisco SMS3 website and Computer 2000 s internal SAP system so your order is seamlessly transferred to your account upon entering your purchase order number. Felix as a SMARTnet contract management platform Any business supplying large volumes of SMARTnet contracts will be aware of the challenges of managing multiple contracts. Felix takes away this challenge by presenting all of your contracts in an easy to use traffic light system so you never need to miss a renewal again. Advanced contract management filters also allow you to search through your contracts by end user, days to expiry or even down to the products contained within those contracts! 6
What are our customers saying about Felix? We can now create and send Cisco SMARTnet quotes to our customers within minutes. As a result, we are able to quickly quote more services for our customers, which has led to more service sales. Felix has transformed our Company s ability to react quickly to our customers SMARTnet quote requirements, the contract management capability has meant we no longer have to worry about catching renewals by chance and can be proactive in ensuring we capture our renewals business - quite simply, Felix is the platform for Cisco Services. To discuss how Felix can be utilised to optimise your Company s ability to quote and manage your SMARTnets, please contact Jon Sawdon or Lauren Adie on 0871 880 3900. When you first log in to Felix you will automatically be able to see all the SMARTnet contracts you have previously purchased through Azlan. To fully utilise the contract management capabilities of the Felix platform, we can now arrange for all of your SMARTnet contract data, regardless of where you purchased initially, to be uploaded into Felix by using the Cisco Click 2 View program. To allow Cisco to gather all of your contract data, the process is as below: Provide jon.sawdon@azlan.com with your CCO ID and Company name We will submit a Click 2 View request to Cisco Cisco will request approval from the email address linked to the CCO ID provided Upon reseller clicking accept, Cisco will collate all contract data linked to Company name Contract data will be emailed, in excel format, to both us and the reseller concerned We upload the contract data into Felix to allow for easy management within one platform Please note that Click 2 View does not allow Azlan to continually receive updates on contracts you may purchase from another distributor, so, following a Click 2 View request, should you purchase contracts elsewhere and wish for them to be uploaded into Felix, a new Click 2 View request will need to be submitted. 8
The Cisco Pay for Performance Program and Performance Metrics Central Pay for Performance is a service incentive program for qualifying Cisco 2-Tier Partners that offers cash payments based on a partner s attainment of service contract attach rate and renewal rate thresholds. The program is designed to help partners improve their profitability, retain and satisfy customers, and manage and grow their Cisco Services business. Partners can access their attach rate and renewal rate metrics using Performance Metrics Central (PMC), an online dashboard that provides a centralised view of their service metrics. The Pay for Performance Program helps partners: Improve profitability by offering a cash payment for achieving attach rate and renewal rate thresholds Manage their services business by enabling them to track and measure services attach rate and renewal rate performance Retain and satisfy customers with services to keep networks up and running, helping ensure the availability and performance of Cisco network devices Grow their Cisco Services business by providing program support and training offerings Eligibility Requirements Partners who are interested in participating in the Pay for Performance Program must meet the following eligibility requirements in order to qualify for attach or renewal rate cash payments: Must maintain Cisco 2-Tier Certified (Select, Premier, Silver, or Gold) Partner status throughout the incentive period. Must have at least one employee who has completed and passed the Cisco Service Expert Program by the end of each quarterly incentive period October 29, 2011 and January 28, 2012. The Cisco Service Expert Program content has been updated to include existing topics from the Services Accelerate Program, targeted at arming partners with the knowledge needed to successfully sell Cisco Services. Partners registering for Pay for Performance will automatically be registered for the Cisco Service Expert and Services Accelerate programs as a part of the Pay for Performance registration process. Must achieve the service attach rate (with Limited Lifetime Warranty Attach Rate Adjustment [LLW ARA] base) or renewal rate thresholds shown in the table below (payments can be earned for both attach rate and renewal rate performance). Attach Rate Thresholds and Payments Attach Rate Threshold Payment 75%+ 7% 65% to <75% 6% 55% to <65% 5% 45% to <55% 4% Renewal Rate Thresholds and Payments Renewal Rate Threshold Payment 75%+ 7% 65% to <75% 6% 55% to <65% 5% 45% to <55% 4% 10
Useful links... Felix Felix.azlan.com Technical Services Quick Start www.cisco.com/go/tsquickstart Technical Services www.cisco.com/go/smartcare www.cisco.com/go/smartnet www.cisco.com/go/smartfoundation www.cisco.com/go/ips Service Support Centre www.cisco.com/go/ssc (Please click on Get help and then on Open a case support) Accelerate Program www.cisco.com/accelerate Service Finder www.cisco.com/go/servicefinder Warranty Finder www.cisco-servicefinder.com/warrantyfinder.aspx Routes 2 Growth www.cisco-routes2growth.com Cisco Services Expert Program www.cisco.com/go/csep Pay 4 Performance www.cisco.com/go/p4p For general Cisco information please call the Cisco Team on 0871 880 3900 or visit: www.azlan.co.uk All orders that you place will be subject to acceptance in accordance with Computer 2000 s All Standard orders Terms that you and place Conditions will be of subject Supply to available acceptance on in its accordance website with Computer (www.computer2000.co.uk) 2000 s Standard Terms or available and Conditions request. of Supply available on its website (www.computer2000.co.uk) or available on request.