1. Innovative Service and Support Small Business Customers
Cisco Services is critical to the success of small businesses. Our route to market in the small business segment depends a great deal on thousands of partners around the world. They will make money not only from the Cisco products they sell, but also the services they use to install, maintain, and optimize their customers’ networks. Partners can use Cisco services and support to extend the services that they offer to their customers, and the Partners’ profitability depends on a healthy services practice. The Cisco Small Business Services portfolio, separate of Cisco traditional services, meets the unique requirements of the Small Business transactional products and the Small Business Pro products.
In this presentation, we will explore the current support and service offerings of Cisco’s Small Business and Small Business Pro products.
Cisco Small Business Services
(This presentation has voiceover when in presentation mode)

2. Today’s Objectives
Learn about Cisco's new service and support options for small businesses:
Small Business Pro Service
Small Business Support Community
Small Business Support Center
Know where to go for more information

3. Help Your Business Become More Profitable
Partner Profitability
Customer Loyalty
The slide above depicts Cisco’s vision in enabling Cisco Partners to become more profitable by moving the Partner’s business model from the left, a hardware centric business model, to the right, a more supportive managed services business model. Each of these levels are differentiated by the amount of services and support that the partner is able to pass on to his/her end customer.
Almost every Partner’s business has an aspect of each of these different levels within their current business model. Partners will sometimes only be able to sell point products to their customer in certain circumstances, but will at other times be able to offer more of a complete solution and services offer depending on the relationship they attain with their customer.
The question is, “How as a Partner, can I execute on moving my business model into a more services centric one, and utilize Cisco services to do so?”
Things to Note:
In a down turned economy, focus on profitability maximization is a key subject for our partners.
SMB Partner Practice Builder is a great place to send Partners who would like to learn more about growing their current practice into a more services-centric model.
Products
Products and Services
Solutions
Managed Services

4. New Categories for Small Business
Services and Functionality
Cisco
Early Adopter
Values Technology
Architects Growth
advanced technology
fully customizable
scalable
high performance
Elite
Cisco Small Business Pro
Looking to Improve
Knows Technology Can Help
Not Sure Where to Start
partner supported
upgradable
partner managed
partner installed
Open to Guidance
Before we talk about the Cisco services that a Partner can utilize to improve profitability, lets first explore the small business customer that the Partner supports. Small businesses are not a one-size-fits-all market. Our global research has found that there are 3 sub-segments with very diverse needs that make up the market.
Basic: These customers are the typical “do-it-yourselfers.” The Basic customers are price conscious and tend to look for point products, rather than complete “solutions.” They are interested in something simple and affordable that delivers basic reliable connectivity right out of the box. Basic buyers represent minimal revenue potential for a value-adding partner. and are transactional by nature, so For our Basic customers, we have created the Cisco Small Business Series.
Open to Guidance: For customers that have more sophisticated needs and rely more heavily on partners for guidance and a relationship that grows with their business, we have created the Cisco Small Business Pro Series. Open to Guidance Customers are open to guidance from our Partners to help them improve their business, but are not really sure where to start. They understand that their network is important or even mission critical, but may not be able to fully make the connection between investing in the network and the appropriate services to ensure network performance. These customers may or may not have dedicated IT staff. They might need help understanding concepts such as the cost of network downtime, total cost of ownership, and return on investment.
These customers might have more sophisticated technology requirements that a Cisco partner can help them discover. A partner can engage in a solutions sales conversation to work with these customers to uncover their business needs and help to define a technology solution to address these issues. These buyers are open to and willing to accept the guidance that a Cisco Partner can provide.
Elite: We will continue to target the traditional Cisco line of products and solutions. Elite buyers are sophisticated customers that depend on the availability of their network for business success and, despite their size, think like a larger enterprise. These customers need highly resilient, enterprise-class solutions because they have multiple sites and have a dedicated IT staff.
Cisco Small Business
Reactive Buyer
Limited Technology Focus
Price Conscious
affordable
simple installation
easy-to-use
off-the-shelf
Basic

5. Cisco Services for Our Different Small Business Customers
Support
Partner
Managed
Warranty
Services and Functionality
Cisco
Early Adopter
Values Technology
Architects Growth
advanced technology
fully customizable
scalable
high performance
Elite
“I want a team of experts to keep things running and to help plan for the future”
Cisco Small Business Pro
Looking to Improve
Knows Technology Can Help
Not Sure Where to Start
partner supported
upgradable
partner managed
partner installed
Open to Guidance
“Give me fast, on-site response if it’s urgent and someone to call if it’s not”
Now that we’ve covered the three small business customer segments, what needs do Cisco services and support fulfill for these small businesses whether those needs are from a Basic, Open to Guidance, or Elite customer?
Basic (Small Business Products)
Simple, low cost, transactional relationship
Low touch, little relationship for Partner->Customer
Warranty
Open to Guidance (Small Business Pro)
Partner sells his/her relationship and expertise to Customer
Partner deploys/consults for Customer; solution sell
Small Business Pro Service
Elite (traditional)
Partner relationship already established
Partner currently growing customer’s architecture with business
SMARTnet Service
Cisco Small Business
Reactive Buyer
Limited Technology Focus
Price Conscious
affordable
simple installation
easy-to-use
off-the-shelf
Basic
“Make it simple and reliable with someone to call – just in case”

6. Cisco Small Business Pro Service “3 Years Peace-of-Mind”
Cisco Small Business Pro Products only
3 Years of ‘peace-of-mind’ support for Small Business Pro Products
Banded pricing based on product complexity (next slide)
Access to Small Business Support Community
Online Customer Chat Support—Expected Availability Q1FY10
Telephone Support during Local Business Hours
Software Updates for bug fixes
Next Business Day advance hardware replacement where available, otherwise same day ship
Now that we’ve touched upon how Cisco Services and Support can fulfill our three different sub-segments, lets look at some of the service offers individually. The Cisco Small Business Pro Service helps you get the most value from Cisco Small Business Pro solutions, providing peace of mind at an affordable price. The subscription-based service offers software upgrades and updates, extended access to the Cisco Small Business Support Center, and next business day hardware replacement.
Small Business Pro Service:
1. Pro products only
2. 3 years peace of mind for the customer
3. Device level
4. Easy, banded pricing (see next slide)
5. A simple service to sell that attaches to the device and takes care of the customer
Things to Remember:
Cisco always pays freight from Cisco to customer. For Next Business Day, Cisco also pays freight; from Customer to Cisco (in US/Can and EU).
Click to Chat: chat with certified CCNA technician from the Small Business Support Center

7. Value-Based Price Model
$69
Least complex product set
$149
Complex product set
$499
Most complex product set
“Banded pricing” means that you have one of three prices for Small Business Pro Service.
Small Business Pro Service Value-based Pricing:
Price for a low priced, less complex device $69
Price for a moderate price/complex device $149
Price for a higher price/complex device $499
Things to remember:
Partner doesn’t have to memorize lots of prices or percentages; most switches are $69, most services routers are $149, and the UC500 is $499
For IP Phones and any other peripheral devices: $19
3 Years “Peace of Mind”
Cuts out yearly renewals that are problematic on low end/ high-volume transactions
Drives product + services solutions versus separate transaction
$19 peripheral devices

8. Small Business Support Model
Level of Interaction
Complexity of Problems Solved
Small Business Support Center
Universal Agent
Engineer Support
Live Web Support
Webex WebACD
Support Multitasking
Online Chat Support
Small Business Support Community
Community Support
Partner/Customer Discussions
Web 2.0: Blogs, Tags, User Points
Cisco has aligned our support process to best meet the needs of our customers and partners. The basis of support starts with the Cisco Small Business Support Community, and as the level of complexity of problems increases, so does the level of interaction we offer all the way up to the Small Business Support Center.
If your primary product is a Cisco Small Business, Cisco Small Business Pro, or Linksys Business product, contact the Small Business Support Center for best results.
Small Business Support Center:
For all other Cisco products, contact the Cisco Technical Assistance Center (TAC). Both Cisco support organizations will assess your case based on your product serial number and can route your case appropriately when necessary.
TAC: ?
Knowledge Library
Wiki
Number of Problems Solved

9. Small Business Support Community The “Face” of Cisco Support
Web-Based Support Community for Small Businesses
Share best practices and proven methodologies
Integrates Cisco, partner and customer contributions
Increases customer intimacy
Allows real-time communication and collaboration
Provides insight into customers’ interests and concerns
Creates and documents new, innovative best practices
Lowers service requests
Cisco has utilized Web 2.0 technology to effectively scale support of small businesses and partners. The “face” of Cisco Small Business support, the Small Business Support Community, is where Partners and customers can access the latest support information, participate in discussions, and exchange knowledge within an extensive network of peers and Cisco Small Business technical experts.
The Small Business Support Community
The “face” of Cisco Small Business Support
1. Essential support for Cisco Small Business; the first place that a customer or partner should go if they have a question about a product they have.
2. Discussion Forums: encourages interaction/collaboration amongst group members
3. Polls: Tool to define what is on the minds of members
4. Guest Blogs: invited Cisco staff or “super users” to talk about the latest and greatest regarding the small business products or the SB industry
5. VOD: Support Tool for users to see how to install products .
Things to remember:
The Small Business Support Community should be the first place to go when a customer/partner has questions/concerns.
CCO ID access log-in; Partner will see additional material not accessible to customers
Increasing Productivity and Customer Satisfaction with Web 2.0

10. Cisco Small Business Support Center The “Voice” of Cisco Support
Dedicated Telephone Support for Small Business Products:
Fast access to technical assistance to meet your needs
Telephone support available local business hours in 9 languages
Dedicated staff trained to resolve small business networking and communications issues
Support community provides collaboration and knowledge exchange for Cisco Small Business products and solutions
Focus on your business—not the network
We’ve seen the “face” of Small Business support; the Small Business Support Community. If a customer or Partner is unable to find the necessary support/information at the Community, then they should go here, the Small Business Support Center. This is the “voice” of Small Business support; a new call center designed exclusively to support small businesses and the Partners that serve them. The Small Business Support Center provides presales and postsales support, which add to the complete customer experience that Cisco offers for small businesses which helps them be more successful.
Small Business Support Center:
Gives you fast access to trained technical assistance and expertise (specialized professionals, CCNA certified). 
Customers and partners can access via telephone during local business hours (see below URL for phone numbers).
Multiple support sites are planned in North America (now live), Europe and APAC, supporting multiple localized languages
Things to remember:
Used to be called “S-TAC”
Small Business Support Center has been designed not to replace the Partner’s support relationship to his/her end-customer

11. I want to learn more…
Questions: