accelerate your pre-sales process for smb success smb info… · accelerate your pre-sales process...

ACCELERATE YOUR PRE-SALES PROCESS FOR SMB SUCCESS

Long sales lead time

Inability to scale efficiently

Poor Customer Experience

High % of Fallouts and Rework

  Many custom tools and handovers

  No visibility of solution costs

Quote to Order

  Lack visibility to existing and planned services

  Inaccurate and unfeasible designs

Design and Feasibility

  Error prone-manual handoff to fulfillment

  No reserved resources

Fulfillment

  Back and forth interactions

  Mistakes in capturing requirements details

Sales and Qualification

FOR MORE INFORMATIONWWW.THEFUTUREISSMB.CO.UK

MEETING SMB CUSTOMER EXPECTATIONS IS A CHALLENGE

THE TYPICAL SMB SALES-QUOTE-ORDER PROCESS

SALES-QUOTE-ORDER > > > > > > ORDER TO ACTIVATION

GROWTH IN ICT SPEND

SMB IS FASTEST GROWING, MOST PROFITABLE SEGMENT

CASE STUDY: NA SERVICE PROVIDER

“SERVICES TAILORED FOR SMBS” IS THE SINGLE BIGGEST DRIVER OF PROVIDER CHOICE CISCO 2011

SMBS ARE BUYING MORE SAAS SERVICES

SMB ICT SPEND: 30%+ GROWTH IN 1 YEAR

SERVICE PROVIDER CHALLENGES IN THE SMB SALES LIFECYCLE

+3%

Enterprise (Corp)

Consumer

2015

$1,814

2011

$1,595

SMB Fixed Comms

SMB Mobile Comms

13%

11%

EBIT Margins

2015

2011

7% 9%

9%

10%

SMB Fixed SMB Mobile SMB

SMB

Growth

$248 $336

SMB

+10%

11%

6%

62%

60%

22%

21%

16% 19%

50% The percentage of SMBs that will spend more than 1/3 of IT budget on managed infrastructure services and cloud in 2013

88% The number of employees that use personal computing technologies for business; BYOD

82% The percentage of SMBs who would like their telecom provider to manage their on-premises equipment and ICT services together

Consumerization “The most significant trend affecting IT in the next 10 years.” – Gartner

of LATAM SPs report that >50% of their enterprise revenues come from SMB

- what U.S. cable operators take home of overall business telecom services

• 15-20 days – the Sales-quote-order cycle• 5 days to provide a quotation• Multiple handovers across multiple systems • 10% fallout• 30% rework

CSPs want to retain choice, but reduce cost to serve

16 10 5 14

14 7 4 9

SMB Market in 2011 = $34B

SMB Market in 2012 = $45B

Infrastructure as a Service

Web Presence and Web Applications

Hosted Communication and Collaboration

Business Applications

GLOBAL CSP ENTERPRISE REVENUE POOLS ($BILLION)

50%

4%

Revenue (per deal)

Cost to serve

Consumer

Corporate

SMB

ACCELERATESALES QUOTEORDER FROM

15 DAYSTO 5 DAYS

CREATEORDER

APPROVEQUOTE

CREATEQUOTE

TECHNICALDESIGN

CAPTUREREQUIREMENTS

CREATEOPPORTUNITY

MANUALWORK ON

~20 SYSTEMS

NOW DOWN TO

<10

NUMBEROF STEPS IN

THE PROCESSREDUCED FROM

20 to <5

REDUCEHANDOFFS

AND MANUALRE-KEYING BY

70%

59%*DISSATISFIED WITH

CUSTOMER SERVICE

57%*SERVICE PROVIDER UNABLE TO MEET

SLA TERMS

52%*RECURRING ORDER

PROCESS PROBLEMS

30%*ORDER FALLOUT

HAPPENS FAIRLY OFTEN TO ALWAYS

55%*WANT MORE SELF-

SERVICE AND EMPOWERING TOOLS

Average number of services per SMB is rising

1

4

7

2009 2012 2016 Source: Parallels SMB Cloud Insights™ (Global), 2013

And many others…

Web hosting

Hosted email

Instant collaboration

Online backup and storage

Web conferencing

Accounting

Support/ help desk

Online CRM Instant collaboration

Phone conferencing

Virtual desktop (VDI)

Payroll and HR File sharing