C97-728752-01 © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1 1 C97-728752-01 © 2013 Cisco and/or its affiliates. All rights.

Slides:



Advertisements
Similar presentations
The Business Solutions Revolution Xavier Villegas Chief Business Market Officer September 17, 2013.
Advertisements

Which server is right for you? Get in Contact with us
Vodacom Microsoft Hosted Lync
Collaboration Demo Script featuring Jabber, Outlook integration, WebEx, CMR and Video Cliff John Collaboration PDM
IP Office 500 Single, Modular Platform Scales to 384 users per system Can network up to 32 sites, 1000 users Simple, role-based solutions Integral Integration.
Iulian Mitrea 26 th June 2014 Salesforce a quality journey to happy customers.
MICROSOFT ® OFFICE 365 Last updated Nov
Use Case Development Social Journey Template. A “Use Case” is simply a defined way of using Yammer to accomplish a goal or complete a task. Define the.
Business Aids for Success Business: BambooHR Management: Glip E-Commerce: Shopify
The 21st Century Workforce Attracting and Retaining Key Talent for the Future Pierce Phillips HR Manager, Sprint Nextel (w) (m)
Cisco Jabber Proof of Concept
Microsoft Dynamics. Introducing Al-Futtaim Technologies  One of the region’s leading System Integrators  Strong partnerships with leading global ICT.
Cisco Confidential 1 © 2013 Cisco and/or its affiliates. All rights reserved. Collaboration Solutions Mid-Market Package December 2013 Paul Depperschmidt.
Grow Your Business with the Mitel Applications Suite PSG Networks Mitel Business Partner.
Wireless Solution Training for the (Enterprise) Carpeted Office February 2004 Tina Herrera
PROFESSIONAL OUTSOURCED CUSTOMER SUPPORT On your website at affordable price. EU & America– Save up to 30% on your current customer support based Agents.
PRODUCT FOCUS 3/31/14 – 4/11/14 INTRODUCTION Our Product Focus for the next two weeks is Microsoft’s Lync. Over 70% of the Fortune 500 have adopted Lync.
SharePoint Portal Server 2003 JAMES WEIMHOLT WEIDER HAO JUAN TURCIOS BILL HUERTA BRANDON BROWN JAMES WEIMHOLT INTRODUCTION OVERVIEW IMPLEMENTATION CASE.
UNIT F MANAGEMENT OF DISTRIBUTION, PROMOTION, AND SELLING
Welcome to BTS Launching of Web Video conferencing Solutions.
Office 365: Efficient Cloud Solutions Wednesday March 12, 9AM Chaz Vossburg / Gabe Laushbaugh.
C © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1 1 C © 2013 Cisco and/or its affiliates. All rights.
Track B: Sales, Marketing & Business Development Workshop B-2: Customer Service: It’s About More Than Just Answering the Phone.
Offer Exchange Let your customers pick their preferred version of the world’s most popular business and collaboration platform Lync Secure, business-grade,
Welcome to iDOC Corp. DocHost Solution Online Document Management DocHost 14 Day Free Trial
TeleSpace Confidential © 2013 TeleSpace. All rights reserved. TelePresence as a Service (TPaaS) FOR HIGH-DEFINITION BUSINESS VIDEO.
Mobility Project iPad Experiences & Results Child Welfare Technology Conference October 23, 2013 PRESENTED BY County of Ventura, Human Services Agency.
Confidential and proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission. Save.
MobeSys Technologies MobeSys – helping you overcome mobile technology challenges.
This is the best Power Point Template ever. It comes with over 5 styles of colors and include lots of features. Serving New England Businesses Since 1988.
Cisco Unified Attendant Consoles Version 10.0
Three steps to sell Office Always ask every customer the following questions to get them interested in buying Office: Did you know that Office.
The IP Communications Top 5 Richard McLeod Director, IP Communications Worldwide Channels Cisco Systems.
Proprietary information of Ingram Micro Inc. — Do not distribute or duplicate without Ingram Micro's express written permission _ 1 Ingram Micro.
Put your company logo here Confidential Data Upgrade from 8.x to 9.0.
Conferencing & Enterprise ROI Randy Knaub Director of Marketing.
VCS to UCM Migration Program. Cisco Confidential 2 © Cisco and/or its affiliates. All rights reserved. Customers with VCS and UCM Customers.
Cloud Market Readiness Report Finance, Media, and Legal Sectors March 2014 Trend Consulting 2013.
Hosted Voice & Hosted Contact Center
Virtual Classes Provides an Innovative App for Education that Stimulates Engagement and Sharing Content and Experiences in Office 365 MICROSOFT OFFICE.
Vincentius_ Michael andrianus_
Ellis Paul Technical Solution Specialist – System Center Microsoft UK Operations Manager Overview.
Built atop SharePoint Online, WorkPoint 365 Offers a Project and Case Management Solution to Boost Business Productivity and Deliver Governance OFFICE.
SharePoint ShortUrl and SharePoint Document Merge SharePoint and Office 365 Add-ins to Increase Productivity and Improve User Adoption! OFFICE 365 APP.
The VERSO Product Returns Portal Incorporates Office 365 Outlook and Excel Add-Ins to Create Seamless Workflow for All Participating Users OFFICE 365 APP.
Cisco Confidential 1 C © 2013 Cisco and/or its affiliates. All rights reserved. Revision: Draft 3 September 2013.
1 © 2016 Lifesize, Inc. All Rights Reserved. Confidential. Continuing the Conversation Beyond the Meeting Lifesize ® Cloud — Group Chat March 2016 Confidential.
Office 365 is cloud- based productivity, hosted by Microsoft. Business-class Gain large, 50GB mailboxes that can send messages up to 25MB in size,
Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 1 Selling Avaya Scopia XT5000 with IP Office.
Cisco Confidential © 2012 Cisco and/or its affiliates. All rights reserved. 1 Cisco Sales Collaboration Platform Partner Introduction Speaker Name Speaker.
Total Enterprise Mobility Comprehensive Management and Security
1 GLOBALMEET Name of Presenter. 2 HOW EFFECTIVE IS YOUR WEB CONFERENCING SOLUTION? Frustrated by the complexity of performing basic tasks? Do you demand.
What is Cloud Computing?
SP Business Suite Deployment Kick-off
Curriculum Vitae Builder by Egomnia is a Powerful Office 365 Application Designed for Word That Enables Guided Creation of Professional Resumes OFFICE.
One Talk When opportunity calls, answer it.
ESign365 Add-In Gives Enterprises and Their Users the Power to Seamlessly Edit and Send Documents for e-Signature Within Office 365 OFFICE 365 APP BUILDER.
of our Partners and Customers
Partner Toolbox Cloud Application Development
Letsignit, an Automated Signature Solution for Microsoft Office 365 and Microsoft Exchange, Provides Efficiency in Branding and Customization OFFICE.
Soft1 Open Enterprise Edition Allows Customers to Easily Synchronize Files Using Microsoft Office 365 and Seamlessly Store Any Information in SharePoint.
IT Connects: Lync and Box Staff Association Council
Decisions Delivers an Easy Way to Plan, Organize and Run Efficient Board and Leadership Meetings Along with the Security of Microsoft Office 365 OFFICE.
Tailor slide to customer industry/pain points
+Vonus: An Intuitive, Cloud-Based Point-of-Sale Solution That’s Powered by Microsoft Office 365 with Tools to Increase Sales Using Social Media OFFICE.
ForceManager Integrates with Office 365 Outlook Mail, Calendar, Contacts, Word, and Excel for a Smart, Fast, Intuitive Mobile CRM Sales Solution OFFICE.
Get Enterprise-Grade Call Handling and Control for Microsoft Office 365 and Skype for Business with the Bridge Boss-Admin Executive Console OFFICE 365.
Letsignit, an Automated Signature Solution for Microsoft Office 365 and Microsoft Exchange, Provides Efficiency in Branding and Customization OFFICE.
Increase productivity
Presentation transcript:

C © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1 1 C © 2013 Cisco and/or its affiliates. All rights reserved. FY14 Edition Draft Simon Brough EMEAR Collaboration

C © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2 Key Questions to Ask Customer: “Do you have expert staff that need to cover large areas?” Answer: “Yes but we can not afford to hire enough” “Do you close business face to face” Answer: “Yes…but travel by car and air is expensive” “Are you afraid customers don’t read your key communications?” Answer: “Yes…we spend a lot on marketing & copy writing but probably only a small % is ever read before it is out of date” Solutions & Benefit: Deploy Cisco Remote Expert Benefit: Experts cover larger areas & are more productive Deploy Video to key rooms and teams Benefit: More budget for key travel & faster product/service development Deploy Cisco Show & Share Benefit: Marketing costs reduced and communications improved Cases Banking, Health, Cisco on Cisco Key Questions to Ask Customer: “Do you have expert staff that need to cover large areas?” Answer: “Yes but we can not afford to hire enough” “Do you close business face to face” Answer: “Yes…but travel by car and air is expensive” “Are you afraid customers don’t read your key communications?” Answer: “Yes…we spend a lot on marketing & copy writing but probably only a small % is ever read before it is out of date” Solutions & Benefit: Deploy Cisco Remote Expert Benefit: Experts cover larger areas & are more productive Deploy Video to key rooms and teams Benefit: More budget for key travel & faster product/service development Deploy Cisco Show & Share Benefit: Marketing costs reduced and communications improved Cases Banking, Health, Cisco on Cisco White Board 2) 1) Remote Expert More Customer & Supplier facing time New ways to consume & communicate 3) vs. Internal Travel vs. Customer facing Travel X$$ Expert per region Local Site: Banking Education Health

C © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3 Key Questions to Ask Customer: “Do staff want to use their own mobile devices at work?” Answer: “Yes…but IT will not allow as it is not secure” “Are you concerned about staff having access to sensitive company data on their own devices?” Answer: “Yes this is our primary concern” “Would it be beneficial to offer BYOD as an HR policy?” Answer: “Yes we could save money and make our staff happier” Solution Deploy Cisco Mobile Working and BYOD solution Benefits Staff can use there own device for work and private IT can apply policy based rules to control what company data staff can access and where Business’ don’t have to buy or pay to insure/replace expensive mobile devices Workers also get mobile Collaboration solution IM etc. Cases Any business with any mobile workers Key Questions to Ask Customer: “Do staff want to use their own mobile devices at work?” Answer: “Yes…but IT will not allow as it is not secure” “Are you concerned about staff having access to sensitive company data on their own devices?” Answer: “Yes this is our primary concern” “Would it be beneficial to offer BYOD as an HR policy?” Answer: “Yes we could save money and make our staff happier” Solution Deploy Cisco Mobile Working and BYOD solution Benefits Staff can use there own device for work and private IT can apply policy based rules to control what company data staff can access and where Business’ don’t have to buy or pay to insure/replace expensive mobile devices Workers also get mobile Collaboration solution IM etc. Cases Any business with any mobile workers White Board IT Department The User Jabber for iOS & iPad Jabber for Android Security

C © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4 Key Questions to Ask Customer: “Do you have high staff turnover in key teams?” Answer: “Yes our customer services team” “What is the impact?” Answer: “Reduced customer services levels, high recruitment & high training costs…staff leave after 2-3 years because they get bored and we can not keep increasing wages to compensate” Solution Deploy Cisco Remote working solution and introduce as a reward to key staff under contract Benefits The best staff are offered flexible working as a reward Key staff are retained up to 4-5 years Customer service level is increased Staff training & recruitment cost is reduced Staff often report 10-20% increase in disposable income due to reduced travel costs Cases Any business with low paid customer facing roles Key Questions to Ask Customer: “Do you have high staff turnover in key teams?” Answer: “Yes our customer services team” “What is the impact?” Answer: “Reduced customer services levels, high recruitment & high training costs…staff leave after 2-3 years because they get bored and we can not keep increasing wages to compensate” Solution Deploy Cisco Remote working solution and introduce as a reward to key staff under contract Benefits The best staff are offered flexible working as a reward Key staff are retained up to 4-5 years Customer service level is increased Staff training & recruitment cost is reduced Staff often report 10-20% increase in disposable income due to reduced travel costs Cases Any business with low paid customer facing roles White Board Change the perception of remote working? Poor VPN connectivity? No visibility of people? Poor Mobile reception? Cisco Router to Provide Secure VPN with no Token needed Video Options: Laptop Jabber Cisco Phone Cisco EX90 2 x Key Home Working Applications: Webex for meetings Jabber for IM Secure Remote Working Across the Internet X +$$ For Staff

C © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5 Key Questions to Ask Customer: “Do have an IM client?” Answer: “No…IM is ok but I don’t see how it can change your business” “Deploying Cisco Jabber can be much more than just IM and be fully integrated into your current solution ” Answer: “We have consider deploying Microsoft Lync IM because it is free” Solution Deploy Cisco Jabber as a FREE IM only offer and then upgrade key users to full call control and video Benefits For FREE Cisco provide: IM, Directory access, Click to dial Cisco Phone, Start Webex Meetings and Microsoft Office Integration Upgrading key users you can add: Full call control, video, control of 3 rd party handsets “Extend and Connect” Key Questions to Ask Customer: “Do have an IM client?” Answer: “No…IM is ok but I don’t see how it can change your business” “Deploying Cisco Jabber can be much more than just IM and be fully integrated into your current solution ” Answer: “We have consider deploying Microsoft Lync IM because it is free” Solution Deploy Cisco Jabber as a FREE IM only offer and then upgrade key users to full call control and video Benefits For FREE Cisco provide: IM, Directory access, Click to dial Cisco Phone, Start Webex Meetings and Microsoft Office Integration Upgrading key users you can add: Full call control, video, control of 3 rd party handsets “Extend and Connect” White Board For many users Cisco is a Phone

C © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6 Key Questions to Ask Customer: “How do you differentiate from your competitors?” Answer: “We differentiate with our service not product” “How do you measure customer service level” Answer: “We don’t…we have customer facing staff who we train well” Solution Deploy Cisco Customer Collaboration to customer facing teams Benefits Use customer service index to drive key teams Differentiate from the competition Increase & new revenue streams for the customer Maximize resource utilization & Productivity Address “80-20” ratio and tackle lost customers Cases Cisco on Cisco Csat to measure Customer Services Key Questions to Ask Customer: “How do you differentiate from your competitors?” Answer: “We differentiate with our service not product” “How do you measure customer service level” Answer: “We don’t…we have customer facing staff who we train well” Solution Deploy Cisco Customer Collaboration to customer facing teams Benefits Use customer service index to drive key teams Differentiate from the competition Increase & new revenue streams for the customer Maximize resource utilization & Productivity Address “80-20” ratio and tackle lost customers Cases Cisco on Cisco Csat to measure Customer Services White Board Outgoing Campaign CCX Add Report on Key Team & KPI Key Customer facing team & KPI for Business +80% Incoming Calls, s $$$ Rev. Stream Cisco on Cisco Csat Customer Satisfaction Index

C © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7 Key Questions to Ask Customer: “How quick is your time to answer?” Answer: “We answer calls in under 10 minutes & s within 4 hours” “Would answering customers in under 5 minutes improve your service?” Answer: “Yes and differentiate from our competitors” Solution Deploy Cisco Click to chat capability in your web portal & to key customer facing teams Benefits Reduce the customer answer time to minutes Differentiate from the competition Increase revenue by fixing customer issues that stop sales Increase revenues by highlighting key offers Reduce the size and cost of your support teams Cases Used by top retails and public services companies Key Questions to Ask Customer: “How quick is your time to answer?” Answer: “We answer calls in under 10 minutes & s within 4 hours” “Would answering customers in under 5 minutes improve your service?” Answer: “Yes and differentiate from our competitors” Solution Deploy Cisco Click to chat capability in your web portal & to key customer facing teams Benefits Reduce the customer answer time to minutes Differentiate from the competition Increase revenue by fixing customer issues that stop sales Increase revenues by highlighting key offers Reduce the size and cost of your support teams Cases Used by top retails and public services companies White Board Customer Facing Team

C © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8 Key Questions to Ask Customer: “Do you know the profile of all your users” “Do you know how they communicate now” Objective: Show how addressing Collaboration can improve the Key Business metrics: Improve customer service Increase Revenue Increase productivity Differentiate from the competition Develop new revenue streams Identify & improve key business Process Process: Identify key user profiles Identify key process Demonstrate how to enhance the above with Collaboration examples in this deck Key Questions to Ask Customer: “Do you know the profile of all your users” “Do you know how they communicate now” Objective: Show how addressing Collaboration can improve the Key Business metrics: Improve customer service Increase Revenue Increase productivity Differentiate from the competition Develop new revenue streams Identify & improve key business Process Process: Identify key user profiles Identify key process Demonstrate how to enhance the above with Collaboration examples in this deck User Type Boardroom Power User Office Worker Mobile Office Mobile Worker Mobile Logistic Primary Device Secondary Video Other Understand the User Workspaces Other

C © 2013 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9 Identify Customer Facing teams Mobile & office based sales Customer support teams; general and technical Identify key revenue streams Sales force New Business, Service Base Business or Blended All models rely on good customer services; measurement is critical Identify areas of high cost in terms of human resource Look at productivity of key teams; can we improve Can we reduce cost be automating simple tasks; availability, account or order queries Identify specific points in the business where Collaboration touches the customer Web portals are key and often linked to revenue stream Mobile sale forces need quick access to support staff Support teams are about resolving customer queries in the shortest possible time