1. Smart Net Total Care Partner Smart Talk Series – June 11th, 2013
Scott Schell – Smart Service Business Development Manager
Matt Richardson – Smart Net Total Care Engagement Manager

2. Agenda Cisco Smart Services Smart Net Total Care Review
Smart Net Total Care Use Case Scenarios
Agenda
To help you understand Smart Net Total Care and the value it can provide, I will first give some insight on the changes we see in the services market – how we see the market is shifting.
Next, I will provide an overview of Cisco’s service strategies : what we call Cisco smart services.
Lastly, I’ll then talk about Smart Net Total Care: its value proposition, benefits, and key capabilities.

3. What Makes a Cisco Service “Smart”?
Services with…
Automated
Software- Enabled
Capabilities
…Which Collect
Cisco Installed Base & Diagnostic Data
Cisco’s Deep Knowledge Base
…Which Is Analyzed and Compared With
…to Provide
Actionable Insight + +
[slide builds] – 5 clicks
Smart services: are all about two things: (1) automation and (2) Cisco’s deep knowledge base.
What we've done is taken the 25 years of networking innovation and leadership, the information we have on over 50 million installed devices, 6 million customer interactions each and every year, the more than 90,000 technical documents about how we make our technology run—better, faster and in a more innovative manner—and we package that up into software that automates things that normally you’d have to do with labor.
We're not asking customers to read 90,000 docs or troll through the data that we gather from these millions upon millions of installed devices and customer interactions. It's AUTOMATIC. It's SMART.
Smart services software collects a series of diagnostics—think of it as taking the pulse and blood pressure of the network, which is all at the core of the IT organization—and really providing that data either at regular reporting intervals, or in real time.
We can also correlate that data. We can look at that data and correlate it against what we know about networks and provide PARTNERS the real actionable insight. Because it’s not just data—it’s actionable insight based on intelligence. It's SMART. And this is what is at the heart of smart services.
CISCO DEEP KNOWLEDGE BASE
25 years of networking innovation & leadership
50 million installed devices
6 million annual customer interactions
90,000+ technical documents

4. Cisco Smart Net Total Care Service
Device Diagnostics
Alerts (+PSIRTs)
Installed Base and Contract Management
Technical Assistance (TAC)
Online Technical Resources
Software Updates
Advance Hardware Replacement
Smart Capabilities
Foundational Technical Services Capabilities
Smart Net Total Care delivers a full feature set, including both smart capabilities and foundational technical service capabilities.
Installed base and contract management: Regular collection and flexible reporting capabilities help you manage your Cisco installed base and contracts, identifying and tracking what’s new, what’s changed, what’s covered, and what’s not. Helps ensure you have the proper service coverage is in place, and that if there is an issue, it can be resolved with world-class Cisco expertise.
Alerts: Preempts network disruption by proactively identifying and notifying users of installed devices impacted by Cisco published product alerts and security advisories through organized reports in the portal.
Device diagnostics: Accelerate early diagnosis and remediation of faults through proactive self-diagnosis and rules-based problem resolution.
Foundational technical services: Facilitate rapid problem resolution of critical network issues and improves operational efficiency through a combination of expert technical support, flexible hardware coverage, and
eligible software downloads. Cisco’s award-winning technical support capabilities are world-class. For example, our advanced hardware replacement capabilities can deliver replacement hardware within 2 hours.
Award –winning:
Recognized by J.D. Power and Associates for providing "An Outstanding Customer Service Experience." Cisco is the only company to have achieved CTSS certification six times.
See 
Increase operational efficiency and improve risk management through smart services capabilities

5. Smart Net Total Care Installed Base Management – What’s the Problem?
Tracking serial numbers and contracts manually is costly and error prone
Are my Cisco products covered with the right contracts?
With so many alerts - it’s hard to find the ones that apply to me
Entitlement issues take too long to resolve
Life cycle planning data is too hard to find and use
So many products and contracts – it’s hard to manage them all

6. Smart Net Total Care What If….
….with each customer you could reveal their uncovered Cisco products?
 Grow SMARTnet revenue
….you gave each customer an accurate view of their end-of- support Cisco products?
 Sell new Cisco products
….you gave the customer on-going up-to-date installed base
and contract information?
 Faster and more efficient SMARTnet renewals
….you could inform your customer about a published Cisco alert that would preempt network disruption?
 PRICELESS!

7. Transactional to Consultative….“Stickiness Factor”
Smart Net Total Care
Transactional to Consultative….“Stickiness Factor”
Use SNTC data to build a consultative practice enabling strategic conversations with your customers
Show your customer all changes to their network on a weekly basis, ensure they know what is happening in their environment  Inventory Delta Report
Assure all RMAs and other MACDs are confirmed and SMARTnet adjustments are made  Inventory Delta Report, Contracts Report
Preempt network disruptions by proactively identifying and notifying users of installed devices impacted by Cisco published security alerts and advisories  Alert Delta Report
Develop a migration plan with the customer for EoS/EoL devices, removing the risk of network disruption and allowing timely replacement and accurate budgeting of cost for the customer  Aggregated Report
QBR Support – show your customer the changes in their network, illustrate the risk avoidance from device coverage, alerts, EoL/EoS  Inventory Report, Inventory Delta Report, Alert Delta Report, Aggregated Report, Contracts Report

8. Tools & Resources For More Information – internal audience only
Visit the Americas Smart Services WebEx Social page to access webinar recordings, presentations, training, information, and sales tools
Checkout the upcoming Smart Talk Series sessions – 101, 202, and 303 and register here
Contact Scott Schell at for all Smart Net Total Care questions, issues, and support