SaaS Q1FY14 Channels - Internal Onboarding

Report
Cloud|XaaS Acceleration
Partner Pilot
Internal Onboarding
Channels Operations Team
Christine Salazar
November 05, 2013
Version 6.0
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• Cloud|XaaS Goals & Objectives
• Team Structure
• Pilot Overview
• Partner Onboarding
• Capabilities by Release
• Partner Process Flows
• Q&A
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• Leverage Cisco Commerce Workspace
•
Configure: Supports all SaaS offers
•
Quote: Produce SaaS subscription quotes
•
Price: Dynamic pricing of subscription SKUs, attribute based
(quantity, term, pre-payment)
•
Order: Create SaaS subscription contracts in CCW through
integration to Subscription Billing Platform (SBP)
• Subscription Billing Platform (SBP) and Cisco’s
ERP (Invoice to Cash) Systems
Success for Pilot
Partners :
• Align to Policies
• Use CCW for config,
quote & order WebEx
SaaS
• Manage subscriptions
and billing
•
Provisioning with integration to Cisco Prime
•
Subscription Management
• Provide E2E Customer
Support
•
Billing & Metering: Periodic payment (monthly, quarterly,
annually)
• Customer Subscription
Lifecycle Management
• Finalize & Enable Policies to support SaaS
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Customer facing front end
applications for ordering
• Used Today : 6
• With SaaS Enablement : 1
Order Time, Steps
• Today: 12 steps
• With SaaS Enablement: 3-4
Today with GPL (static) ~
1,800+ SKUs
• Add on storage ~ 60
• Add on Audio ~ 65
99.8% Reduction with SaaS
(dynamic) ~ 3 SKUs
• Add on storage ~ 1
• Add on Audio ~ 11
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Team Structure
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Executive Sponsor
Brian Jeffries
Steering Committee
Andy Starr
Glenn Bray , Arthur Johnson
Parisa Naseralavi
Chris Tzortzis
Andy Starr
CBOX
CCATG
Finance
Sales
CBO | GTM Capabilities
Sesh Tirumala
Jim Delia
Amy Kwan
Richard McLeod
Prasanna Deshmukh
IT
CPE Shared Services
Finance Shared Services
Channels GTM Strategies
IT
Program PMO
Koti Padmanabhuni (SP&A Lead); Judy Chow (Execution Lead); Ramsina Babaoghli (PM); Dee McCrorey (CM)
Strategy Planning & Architecture
Track
Leads
Execution
Track
Q1Leads
Koti P.
Pooja K., Jeff B.
Quote To Order (CCW)
Jerry H/Djuki M
Subscription Mgmt
Rashmi K.
Ops. Architecture
Paul J.
Finance, I2C
Emily T.
IT Architecture
Ananth S.
Sales Ops
Jessie W.
Policy
Koti P. Richard H.
Channel Ops
Christine S.
SaaS Op. Model
Wenjin M.
IT Execution
Arun T., Ram J.
Offer Leads
Matt Duke
Ops Readiness
Eva B.
Business View
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Idea to Order
(Q2O)
Track Lead:
Jerry Huang
Dujki
Subscription
Management
and
Provisioning
Invoice to
Cash
& Record to
Report
Track Lead:
Track Lead:
Rashmi Kiran
Emily Tran
Sales
Enablement
Channels Enablement
Track Lead:
Track Lead:
Jerry McMillan
Jessie Wang
Christine Salazar
End-2-End Partner
Experience
Identify partner
requirements and get
roadmap commitment.
Align to the tracks BRDs
and System development.
Collaborate with SME to
ensure required materials
are developed within
schedule.
IT Execution
Track Lead: Arun Taneja / Ram Jayaram
Change Management for
Partners.
Change Management
Track Lead: Dee Mccrorey
Ops Readiness
Track Lead: Eva Bernardo
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Channel Ops
Change Mgmt
Business
Analyst
Connie Kish
Linda Shannon
- CM Strategy,
Plan, Execution
- Stakeholder &
Impact
Assessments
- Capabilities
Training
- Communications
- Document
Channel
Requirements
- Integrate with IT
teams across
tracks
- Manage UAT
and other testing
Channel Ops
Project Mgmt
- Oversee
deliverables for
Channels Track
- Integrate with
Program Team
- Facilitate
Stakeholder
Workshops
Channel
Go To Market
Channel Sales
PDM
Jeff Bruce
Per Assignment
- Own Partner
Relationship
- Partner
onboarding
- SaaS ATP
Training Setup
- Product Training
Setup
- Go To Market
Strategy
- Partner
Engagement
Cisco Sponsorship & Stakeholder Engagements
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Role
Name
Organization
PMD, Intercall
Rich Wachsman
WWPO
PDM, CDW & Nexus
Joanne Adducci-Schulz
WWPO
PSM, Intercall
Michelle Grossman
CCATG, Support
PSM, CDW
Brandon Klein
CCATG, Support
PSM, Nexus
Geoff Stoddard
CCATG, Support
GRA WebEx ATP Sales
Enablement
Ina Lee
CCATG BU
WebEx Partner Support
Dave Freiberg
CCATG BU
Policy, Ops, Strategy
Matt Duke
CCATG BU
Product Training
James Riseman
CCATG BU
WebEx Pricing, Offer Mgmt.
H. Keeley Keating
CCATG BU
Operations
Pooja Kapoor
CCATG BU
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Pilot Overview
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• Participating in Pilot
presents opportunities
for:
• Inclusion in a Cisco global
strategic, innovative
offering
• Ability to share direction
of future
capabilities/releases
• Ahead of the learning
curve for general launch
• Partnership and visibility
in innovation, sharing the
success
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WebEx Global Resale Agreement (GRA)
WebEx Global Price List (GPL)
Contract
Based on standalone WX Global Resale
Agreement
Based on standard Cisco Indirect Channel Partner
Agreement (ICPA) or SI Agreement
Partner Entry
Costs
40+ hours of training by role (AM, FE, SE, TS)
& billing integration
AUC Certification Required
Partner
Profitability
Partner discount based on full SaaS Practice,
added roles for AMs, SEs, L1 Support, Practice
Lead & GTM expense
Determined deal to deal based on Partner enterprise
operating model. Partner may purchase through
distribution, changes the profitability model
Payment Model
WebEx invoices partner, partner invoices endcustomer; monthly subscription – variable
consumption w/ potential overage
Cisco Invoices Partner- Partner Invoices Customer
(typically annual - upfront). Fixed price, no variable
consumption
Partner
Responsibilities
Full e2e transaction ownership. Partner
responsible for sales, L1 support, adoption,
retention, tech support, billing (automation
integration option). WebEx bills Partner,
Partner bills Customer
Introductory services and PAK activation only. WebEx
responsible for L-1 Support, Adoption & Retention led
by WebEx with the goal to drive through the partner,
Tech Support). Cisco Bills Partner, Partner bills
Customer.
Price List
Stand alone WebEx Partner Price List. Tier 1
Products are discounted. Tier 2 products are
not.
Cisco Global Price List. WebEx offers limited to finite
SKU set including EE, MC, Connect – other offers
following
Partner
Implementation
Cisco Sales Enablement PM manages
implementation, PSM manages post-sales
support
Partner Ordering Guide
Certifications
SaaS ATP
AUC Certification
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• Invited 1-Tier partner
• Direct Credit Line with Cisco
(no flooring financing)
• Cisco Advanced Collaboration
Architecture Specialized (ACAS)
(OR Advanced Unified Communications (AUC)
Specialized until expired)
• Cisco SaaS ATP Certified
• Reseller must have a Cisco SIA
Order process requires acknowledgement of
new WebEx Meeting “Service Descriptions”
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• Net new WebEx Meetings 1.2 orders
(microsites only, no shared sites)
• Must quote and place SaaS orders via CCW
• Must absorb changes to the invoice process (from WebEx to
Cisco)
• Must have subscription-based or metered billing capabilities
• Partner to own the entire end-customer lifecycle
• Partner must maintain current WebEx business using As Is
Processes, while adding SaaS pilot model for new ‘WebEx 11
Meetings’ business
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•
Partner invitation and onboarding to be managed manually

Use of automated systems for onboarding partners (eg: Legal Agreements, ATP, some programs
enrollments, marketing programs such as MDF and PMC) are not yet available
• Partners cannot migrate existing WebEx contracts
• Some incentive programs (VIP, SIP) may not be immediately available
• Hybrid Quotes - combining SaaS SKUs with other SKUs – available via
manual process on a case by case basis.
• Automated TSP (audio) integration is not yet available
 Support via manual provisioning
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Partner
Onboarding
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Place
Orders
Owner:
Channel Ops
Owner:
BU Product
Mgmt
Owner:
Partner &
Cisco Channels
Owners:
WWPO &
Channel Ops
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Owners: PDMs &
Channel Ops and
Partner
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• Dedicated Assigned Cisco Account Team (Partner Facing)
• Partner Development Manager (PDM)
• Partner Service Manager (PSM) for post-sales support
• Cisco|WebEx ATP Sales Enablement Program Manager for pre-sales
implementation (to help partners with ATP enrollment to implementation)
• Channel GTM & Operations team (Supporting Account Team and
Partner)
• Jeff Bruce, Channels GTM Strategy
• Christine Salazar, Channels Operations (Pilot Program Manager)
• Linda Shannon, Channels Operations (Pilot Program Change
Manager)
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• High-touch training model for partner success
• Cisco ATP role-based training to ensure partner’s staff is well
prepared to operate within the ATP program
• Customized product training from the WebEx BU consisting of two
segments: Provisioning and Sales
• System and process training to support new end to end SaaS
capabilities & processes
• High-touch first order
• Cisco tiger team to assist partner with first orders (CCW log-in, using new
CCW features, provisioning form, offer branding)
• Cisco tiger team to support with new invoicing process/features
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• Accept Invitation and review requirements to join SaaS ATP program
• Identify Partner ‘Tiger’ Team (POC/SMEs per focus area)
• Establish direct credit line with Cisco (BID) if partner is a flooring partner.
• Submit Tax Exemption Certificates (per state for US partners). Per Cisco tax team:
 The partner’s complete legal name must appear on the documents, and they must be addressed to
Cisco WebEx, LLC
 Include all the registration numbers for each state which they are registered and claiming exemption.
We will validate the registration number with the states
 Provide the reason for sales tax exemption. Documents must be signed and dated.
• Obtain the Necessary Training
 Cisco SaaS ATP role-based training, training can be accessed through the SaaS ATP program page,
or by visiting the Partner Education Connection
 WebEx 11 Product training; this training will be scheduled by the PDM and held in person or via
WebEx
 SaaS Capabilities Training (CCW & other processes); this training will be scheduled by PDM and the
Channels Ops Change Manager will deliver in person or via WebEx
• Participate in surveys and provide feedback, as requested
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Overall Ops Readiness, Dependent on Point Releases
• Sales Reporting Dependency
• Credit Check Management
• Revenue
Complete
Send
Training
Partner
Channel
Content
Capabilities
Track
Training
RR Criteria
Invitations
Other Dependencies for Channels
• Legal – Service Descriptions (update CCW pop-up)
• BU Product Ordering Guide (early Oct.)
9/9
9/23
9/30 10/7
10/14
10/06
Q1 Rel
Oct Rel
PR1 (9/15)
PR2 (9/22)
10/21
10/28
11/4
•
•
•
•
Partner SaaS Playbook
Partner SaaS Training Material
Partner Private SaaS Community
MEA Deals Manual Process in Q1FY14 Scope
11/11
10/28–
11/08
11/01 11/01 11/04 11/04-08
11/21
11/17 11/18
Program
Readiness
User
Acceptance
Testing
Final NPI
Validation
11/18
Orderability
NPI
Complete
Change Management Deliverables
Partner
Capabilities
Training
Sessions
Q2 Rel
(Change Sub &
WX Taxation)
Partner Requirements
• Tax Exemption Certificates
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its affiliates. All rights reserved.
• ©Training
Completion
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Capabilities by
Release
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Onboard,
Legal,
Access
• GRA or
GPL/SIA with
addendum,
T&C
• Tax exemption
• Onboarding
playbook
• US, Canada,
UK
Market &
Develop
• Material to
assist
partners with
value
proposition
for selling
SaaS
• VIP23
No system
Changes
No system
Changes
Commerce &
Subscription
Management
• CCW SaaS
features
• Hidden SaaS
SKUs
• Dynamic Pricing
• Non-Standard
Approval Process
• Subscription
Lifecycle
Management &
Renewals
• Change Orders
Provisioning
& Billing
Customer
Support
Partner submits
in CCW all
provisioning
information.
Leverage 11i for
billing partner
based on usage
and method
selected at
ordering
(periodically or
1x)
- SFTP files for
invoicing
Partner
responsible for
entire EndCustomer
lifecycle: Sales,
Marketing,
Customer
Support,
Technical
Support, and
Customer Billing
Change Management
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Enabling SaaS Foundational System Capabilities
Q1FY14 Quarterly Release (September 08)
• CCW Config, Quote & Price of dynamic subscription SKUs
Q1Q2 Invited
Partners, U.S.
• CCW Ordering integration with Subscription Billing
Platform to create SaaS subscription contracts
• Provisioning: integration of Cisco Prime and SBP to
perform cloud provisioning
• Billing & metering: usage-based monthly invoices
Q1FY14 Point Release (September 22)
Q1FY14 Monthly Release (October 06)
For a complete list of Q1 scope items, please view
the Q1FY14 Execute Commit
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Building on Prior Release
• Change Subscription Capabilities:
•
•
•
•
•
•
Change term and payment attributes – length of term, prepay
Change item count (upsell) - # ports, # hosts, etc.
Replace Offer
Change item count (downsell) - # ports, # hosts, etc
Add new items to the Quote / Order – add Messenger, Storage, Audio
Cancel an Order before Provisioning
• NPI SKU set-up (e.g. config rules)
• WebEx Taxation changes in US
• Need to collect Tax Exemption Certificates with ‘Cisco WebEx , LLC’
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New and Enhanced Capabilities, Extended Global Reach
• Offer Specific
• WebEx Meetings 1.4 (Enterprise customer focused)
• Build out E2E Foundational Capabilities
Q3FY14 Invited
Partners
Canada
• Price SKUs differently (MDM)
• Extend Global Reach
UK
• Add Canada and UK
• Scale Existing Capabilities
• Invoicing Requirements (descoped from Q1)
• For a complete list of scope items,
reference the Q3FY14 Execute Commit
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Partner Focus
Pilot Process Flows
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Call Outs
• Flooring partners will
require a Cisco direct
credit line, 30-day net, for
SaaS orders. Using the
‘SaaS BID’ required for
Ordering for correct
finance terms
• If partner is only a WebEx
partner, they need to sign
the Cisco ICPA
• If partner only has a SIA,
they need to sign the
SaaS addendum
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Call Outs
•
OIP discount can be
attached for ‘hunted
deals’ when using
“Create Deal” in CCW
•
MDF not available
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Call Outs
Step 3.2: Refer to Q2O flows for details
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[Insert flow diagram]
•
Hidden SKUs for SaaS
•
Dynamic Attributes for
Pricing
•
No manual renewals,
need to place new order
•
Provisioning Form
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Call Outs
•
Manual process to add partner domain as site admin (work around)
•
Tax exemption certificate to avoid tax as resale agent
•
PO reference line – unique identify for partner reference
•
FTP changes, usage details by end customer on .xls file via FTP (CR
in process, to support current as-is)
[Insert flow diagram]
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Call Outs
•
•
•
Invoice summary (currently on bottom of
existing invoice) not available. Partner is
responsible to reconcile Invoice and Credit
Memo for summary.
Invoice will remove negative lines and
create new Credit Memo
FTP process, Invoice/CM data, summary
and reconciliation files changes (CR in
progress)
[Insert flow diagram]
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Thank you.

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