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Date: October 21, 2015

Author: Ved Sharma - Cisco Systems
Raj Doshi - Cisco Systems

Description:
Vendors offer certifications to provide partners with product knowledge and deployment training. And yet, partners have difficulty applying theory to practice. They experience frustrations during deployments that impacts their margins, brand loyalty, and PSAT.

Generally, vendors provide two kinds of implementation (Day 1) support: the first is a for-free, remote consultation support where the partner is responsible for the outcome, and a for-fee, hands-on support where an OEM ensures acceptance by the customer. However, for-free support is quite limited, while for-fee support is expensive for mid-market partners. To address this mid-market gap, Cisco has introduced TES, or technical enablement service, (currently in market trial).

This presentation will share the frustrations of partners during deployments, the transformation required by delivery organizations to be ready for high-touch deployment, the innovation needed in defining deliverables, and a proposal for a new model for Day 1 service strategy. Key financial metrics and benefits will also be discussed.

Applicable Disciplines:
Field Services;Professional Services;Support Services

Keywords:
Growing Customers; Services Transformation; Customer Success; B4B; Business Outcomes

Functional Areas:
Operations;Service Delivery;Strategy