winning together with avaya client services carson hostetter & gerardo quinones november 14,...
TRANSCRIPT
Winning Together with Avaya Client Services
Carson Hostetter & Gerardo Quinones November 14, 2012
© 2011 Avaya Inc. All rights reserved. 22
Services GTM Strategy – What Does Good Look Like?Certain selling scenarios (or States) lead to greater partner rewards from Avaya.
Simplified Selling Scenarios
Customer/ Corporate Values Alignment
Avaya Compensation
New customers / strategic products
New customers / traditional products
Existing customers / new products
Existing customers / traditional products
Existing customers / renewals
Comp Levers:
• Partner comp• High Touch
Support• Discounts• Special Bids
Services GTM
• Renewal rates• High POS attach• Blue upgrade• Competent
Service Delivery
Most Flexible
Most Stringent
Key Strategic
Core Business
© 2011 Avaya Inc. All rights reserved. 3
Revenue Trends
© 2011 Avaya Inc. All rights reserved. 4
Growth of Support Advantage as a Percentage of Overall Point Of Sale
© 2011 Avaya Inc. All rights reserved. 5
Percent of Support Advantage Point Of Sale Annual Contract Value that is Preferred
© 2011 Avaya Inc. All rights reserved. 6
Improving Renewal Rates and Driving Growth
© 2011 Avaya Inc. All rights reserved. 77
AvayaLive Engage
SiteBrowsingUpdate or Query SR
Status
Ask Your Peer
En
titl
em
en
t
Avaya Web.Alive
Forums
World Class KM
Avaya Virtual Agent
Videos
Downloads
Click to Chat
Swarming
Engineers Swarming
the problem
Video Chat
Enabled
Web.Alive
Apps for Dispatch, Tools, Parts, etc
Diagnostic Tools
Field Capabilities
Publish Immediately
KM
Client Issue
Avaya Support Experience
Tool Kits
© 2011 Avaya Inc. All rights reserved. 8
FY13 Focus – IP Office Support Services
Access to Intellectual property
New Revenue Streams
Simplified
Competitive
Flexible Options
Comprehensive
© 2011 Avaya Inc. All rights reserved. 9
Increased Value Based on Customer Needs
Services Continuum Positioning
IP Office Support Services
Managed Assist
Service Monitoring
Service Desk
Service Management
Incident Management
Problem Management
Configuration Management
Reporting
On-Site + Parts
Change Management
Release Management OperateService Monitoring
Service Desk
Service Management
Incident Management
Problem Management
Configuration Management
Change Management
Release Management
Reporting
On-Site +Parts
Capacity Management
AvailabilityManagement
Support Services Offers Managed Services Offers
Essential
Preferred
Upgrade Advantage
Essential
Preferred
Upgrade Advantage
On –Site + Parts
SPOC
CSM
MACD
Dedicated Tech
Release Management
© 2011 Avaya Inc. All rights reserved. 10
FY13 Focus – Avaya Operation Services
• Flexible • Supports UC, CC, Video, Data, Multi-Vendor and Cloud solutions• Available in a Retail-commission model or Wholesale• Enables you to include wrap around service
© 2011 Avaya Inc. All rights reserved. 1111
Call To Action
Working Together to Achieve:
90%+ On-Time Renewals Sell Support Advantage Preferred and sell up
the
stack Attached IP Office Support Services with all
new
IP Office 8.1 sales
Position Avaya Operations Services
Sell Avaya Support Services with every Sale Please visit us in the Innovation Lounge
