the balancing act: accelerating product adoption throughout the extended enterprise while growing...
TRANSCRIPT
@CSODConvergence @CornerstoneInc #CSODConf16
The Balancing Act
Accelerating Product Adoption While Also Supporting the Bottom Line
@CSODConvergence @CornerstoneInc #CSODConf16
About Calix
Business: Broadband access systems and software
Customers: Communications service providers
Reach: 85 countries
Employees: 900+
Learner(s): Technicians, CSRs, Net Ops, Engineers
Education Services team of 6!!
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Strategic Enablers
Calix
Customer
Service
Education
Services
• Streamline broadband
network infrastructure
•Support deployment
and operations
•Self-service resources
and tools• Develop and validate
knowledge, skills, and
best practices
• Achieve business
goals
• Communications and
readiness
• Measure, improve,
expandAdoption
Margins
• Achieve operational
efficiencies
• Enable self-service
• Streamline delivery
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Calix Education Services Model
How is it
sold?
•Attached to sale
•Post-sales
Who is
doing
the
selling?
•Primarily Field Sales teams
Pricing
•Standard and custom SKUs
•POs
•Training Units
•Credit Cards
Transaction Snapshot
Training Units
POsCredit Cards
Coupons
25%
22%16%
37%
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The “Before” State
Feature-poor user-interface
Time-consuming workflows
Disconnected from enterprise
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Plan for Improving Adoption
• Study learners1
• Prepare learners for change2
• Drive awareness30%
5%
10%
15%
20%
25%
30%
16 to 19 years 20 to 24 years 25 to 34 years 35 to 44 years 45 to 54 years 55 to 64 years 65 years andover
Wired telecommunication carriers' labor force
Source: Bureau of Labor Statistics, United States Department of Labor
45 years
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The First Six Months
5543
823
537
Total Active Users
Partner
Employee
Customer
71%
16%
8%
4%
1%
Catalog Utilization
Online Course
Session
TestVideo
Material
Top 5 Online Course
Completions
43
43
79
86
112Getting Started with Calix Academy
Networking Basics
Active Ethernet Overview
CMS Overview
C7 Overview
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Plan for Increased Margins
• Achieve operational efficiencies
• Enable self-service
Work cost reduction
before deployment
• Reduce cost of instructor-led training
• Reduce course development time
Streamline Education
Services delivery
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Process Improvement
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Streamline Delivery
Virtual
Classroom
Blended
Learning Paths
Optimize
Development
Time
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The “After” State… and Beyond
Pre-paid Lab Time
Subscriptions
Order operations integration
Service Station integration