joint create / submit special bid sales support request...

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S P E C I A L B I D R E Q U E S T J O B A I D

Joint Create / Submit Special Bid Sales Support Request July, 2013

Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy Printed copies are not controlled; access the latest version of this document in the [Content] tab of PRM Partner View. Version 1

Theatres/Channels United States and Canada only

Indirect Channel

Document Owner(s)

Anne Rawls

Audience/Roles Tier 2 Partners and Distributors who create and send special bid requests to Avaya

Purpose Describe the steps required to create and send for endorsement a Special Bid Sales Support Request in Avaya PRM Partner View involving a 2-Tier joint create / submit model. Tier 2 partners are those who purchase through distributors.

Before You Begin You should have:

• An Opportunity at stage 02 or higher in PRM Partner View • Quote number(s) for all products associated with the deal • Quote number(s) for all services associated with the deal (one-time implementation and

professional services, maintenance and operations services); or the Avaya services scope of work document

Log in to Avaya PRM Partner View at http://www.avaya.com/prmportal

Tools Internet browser; Avaya PRM Partner View

Responsibilities The Reseller creates / saves the special bid and is responsible for the accuracy and completeness of the request.

The Distributor reviews the special bid for accuracy and completeness, enters a valid discount percentage in the Deal Structure Matrix section, and sends the request to Avaya for endorsement.

Overview

There are several situations where Avaya’s Tier 2 Partners (that is, those who purchase through distributors) require an incremental discount off list price greater than standard or atypical terms to win a deal as summarized below:

• Channel programs / promotions are not adequate

• Tier 2 contracted prices are too high

• Avaya standard terms and conditions are not agreeable with end-customer

When any or all of these conditions exist, it is necessary to create and send a sales support request (aka special bid) to Avaya for exception pricing and / or terms. This document focuses on PRM Partner View activities involving an indirect 2-tier opportunity that are performed by the Partner Reseller and/or Distributor in order to successfully create/save a special bid as well as send this request to

http://www.avaya.com/prmportal�

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Avaya’s Global Deals Desk (GDD) for analysis and approval. Illustration A provides a high-level process flow delineating actions and responsibilities.

Illustration A – Indirect 2-Tier Opportunity Discount Request

1. Requirements Prior to Creating a Special Bid

1.1. Pre-requisites

Before the Reseller creates a special bid, they must All deal components identified

have:

Avaya legacy (red) products, including software support NES heritage (blue) products, including software support Partner (or Avaya) provided one-time, professional, and maintenance services

An opportunity in PRM Partner View 1. Stage: “02 – Qualified” or higher 2. Channel: Indirect 2-Tier 3. Primary Partner: Reseller

You cannot add/change the Primary Partner once the special bid creates and you must not clone a special bid request if it does not contain the correct Primary Partner

4. Primary Distributor: Distributor All distributors listed on the opportunity will have visibility to the opportunity and any associated sales

support requests – ensure there is only one Distributor listed and marked as primary. Only Avaya or the Primary Partner on the opportunity can change the Primary Distributor.

5. Quote Number(s): All product components (e.g. Avaya Legacy red products, Heritage Nortel blue products)

must have a valid quote number (e.g. SAP, ASD, EC). All Avaya provided service components must have a quote number as well (e. g. SAP, ASD, EC, Pro

Services Now)

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• If there is no valid services quote number, utilize the opportunity number as your fictitious quote number.

When adding a Quote, you cannot have the same quote number (regardless if it is fictitious) on multiple Opportunities. If you receive an error message that the quote number is on another record, you must investigate how this quote used. If there

is another special bid involved, you must create a new quote. If not, you can create a case for the CRM/PRM Admin Support Team to remove the quote from the original opportunity.

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2. Create / Save a Special Bid in PRM Partner View (RESELLER)

2.1. Create a Special Bid from the Opportunity

Once the Reseller has verified all the pre-requisites and checked for correct Opportunity information, they are ready to create the special bid request from the Opportunity.

Deal Size Menu: The “full” deal value at List / Regional Price List (RPL) “before any discount” in U.S. dollars (USD) determines the deal size. This screen explains the three options (e.g. small, medium or large) and the monetary values associated with each category. It is important to select the correct option because the Avaya Global Deals Desk requires more information as the deal size increases.

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2.2. Complete and save the Special Bids Sales Support Request Complete and accurate information is essential. Required information has a red bar beside each field. The Deals Desk will assess the deal based on the information that is (or is not) on the special bid. Requests with incomplete information may cause delays in the Global Deals Desk forwarding the bid for approval.

Request Header: Provides basic information about the request, the requestor, and status of the request as it moves through the approval process.

Opportunity Profile: Provides key elements about the Account/Opportunity.

Opportunity Partner Information: Provides additional Partner information associated with the specific Opportunity. Primary Partner: Pre-populated from information on the Opportunity Primary Distributor: This field must

If a Distributor is identified as a “Primary” Distributor” on the Opportunity, then the [Primary Distributor] field on the bid is pre-populated based on this information.

be populated for all “Indirect 2-Tier” channel deals

Eligible Partner Programs: Identifies the programs the Partner is eligible to receive on this Opportunity.

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Value Drivers & Differentiations: Identifies the customer’s decision criteria and value drivers. Answers to these questions will have more impact on the pricing decision than any other factors.

Competition: Allows the Deals Desk to review Avaya versus competitor positioning of the deal.

Additional Comments: Provides a place to add additional information that would be helpful in the review and approval process.

Solution Components: Provides information on the total deal scope for product and services, whether provided by Avaya or the Partner and the target price to the end-customer for each component. Select the “Deal Currency,” this displays the price in both the currency selected and the equivalent USD value.

Note

“Product Included,” select Yes or No - If Yes, then you must select the appropriate product component(s) and enter the target price to the end-customer in the corresponding customer price field. Enter the price in full amounts (e.g. 55,000 or 55000 or 55K).

: The exchange rate in PRM Partner View updates periodically, and is only used as an approximate when converting to USD

“Svcs Included,” select if Avaya or Partner provided, or None if no services are part of the deal If Avaya provided, then the Reseller must:

Select the appropriate Services component(s) and enter the target price to the end-customer in the corresponding customer price field. Enter the price in full amounts (e.g. 55,000 or 55000 or 55K). Answer “Is your Svcs quote uploaded to SAP” select Yes, No or Not Applicable (Partner provided). Yes, means

the Avaya services is included in your configured design quote. If No and Avaya-provided services are part of the deal, then you must attach your Services scope of work to the Notes & Attachments section of the bid.

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3. Add Quotes (RESELLER)

4. Populate the Deal Structure Matrix Section (RESELLER)

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Deals Structure Matrix: Shows the discount(s) being requested by category

5. Global Special Bids Policy: Partner Terms & Conditions (RESELLER) Once the Special Bid saves, the Reseller must review and accept the Avaya Global Special Bids Policy Partner Terms and Conditions prior to contacting the Distributor to review and process the request. Outlined below are the steps necessary.

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Note: Failure to accept Avaya’s Global Special Bids Policy Partner Terms & Conditions will result in an error condition preventing the special bid from sending for endorsement as illustrated below:

6. Add an attachment to the Special Bids Sales Support Request (RESELLER)

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7. Add / Change Distributor (RESELLER) DO NOT USE THIS BUTTON

8. Communicate with the Distributor (RESELLER) The Reseller gives the special bid a final review for accuracy and completeness and contacts the Distributor to continue the special bid process.

Note

Note: The Reseller will receive an email reminder to submit the bid after 48 hours if the request is still in the [Request Status] of “Draft Request – Waiting to Submit.”

: The Reseller cannot send the request for endorsement. The Partner must provide their Distributor with the bid number when it is ready for Distributor processing.

Note

======================================================================================================

: After 30 calendar days if the special bid stays in “Draft Request – Waiting to Submit” status, Avaya deletes the request.

9. Send the Special Bid to Avaya for Endorsement (DISTRIBUTOR) When the Reseller communicates the special bid number to the Distributor, they begin the review process.

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Note: [Request Status] updates to “Send for Endorsement” and [Owner] changes the Avaya Account Manager. The Account Manager receives an automatic email notification that his/her endorsement is pending. They access the special bid and endorse it as well as submit it to the Global Deals Desk for the discount analysis process to begin.

10. Copy / Clone Special Bids Sales Support Request (RESELLER)

10.1. Copy existing Special Bids SSR to create a new request

“Clone” is a quick and easy to recreate a request that needs to be re-submitted. Click on the “Clone” button in the Special Bid to copy the majority of the content into a new request. What can versus cannot be changed

You can You

change any field that you are required to fill out on the new special bid cannot

Display an existing Special Bids SSR (you should not be in Edit mode for the Clone button to be visible).

change Account, Opportunity, Deal Size, or Primary Partner (Indirect deals). You would need to create the new Special Bids SSR from the Opportunity.

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Once the special bid copies, a dialog box states: “Cloned Special Bids SSR has been successfully created. You are being forwarded to the edit page on the new Special Bid.” You will be in the Edit mode of the new special bid with a new number that is subject to the same requirements as a new special bid created from an Opportunity.

The following Special Bid SSR sections copies based on the size of the deal, and are available to modify as appropriate • Opportunity Profile, Solution Components, Value Drivers & Differentiations • Indirect deals: Opportunity Partner Information, including Distributor for Indirect 2-Tier deals • Notes & Attachments

The following Special Bid SSR sections must be re-entered: • Request Header: Request Name and Request Needed By • Additional Comments: Requestor Comments • Deals Structure Matrix: Requested Discount(s) and Discount Type • Special Bid SSR Quotes • Endorsement and approval information will not carryover from the copied request.

11. Check the Status of Your Special Bids Sales Support Request (RESELLER OR DISTRIBUTOR)

For a summary of all Special Bids, go to the list view. “All” view displays all the special bids where you (or your company) are listed as the Primary Reseller or the Primary

Distributor, regardless if you are the Reseller or the Distributor.. “My Special Bids SSRs” only displays the requests where you are the current “Owner” of the request; once the request moves

from your possession it no longer appears under this view.

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12. Where to go for Assistance (RESELLER OR DISTRIBUTOR)

If you cannot resolve an error condition following instructions outlined above, seek assistance by contacting the Avaya Partner Help Desk at +1 720-444-5800 / [email protected] or by creating a PRM Admin Support case.

PRM Partner View Case Creation

Note: SFDC will assign a unique case number to your request and automatically route it to the CRM/PRM Administrative Support Team Queue. They will respond to you within 24-hours with resolution.

mailto:[email protected]�

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APPENDIX Illustrated below is are various automated e-mail notifications Reminder to Reseller: The request is still in “Draft-Waiting to Submit” [Request Status]

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Reminder to Account Manager: Special Bid is pending endorsement (Day 2, 3, 4, 5, 6 and 7 notifications)

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Notification to Reseller: Account Manager endorsed special bid

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Confirmation: Account Manager denied special bid request

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Approval Non-Standard Notification

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Approval Notification

joint create / submit special bid sales support request...

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