Cloud|XaaS Acceleration Partner Pilot Internal Onboarding Channels Operations Team Christine Salazar November 05, 2013 Version 6.0 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1 • Cloud|XaaS Goals & Objectives • Team Structure • Pilot Overview • Partner Onboarding • Capabilities by Release • Partner Process Flows • Q&A © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2 • 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 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3 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 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4 Team Structure © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5 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 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6 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 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7 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 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8 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 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9 Pilot Overview © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10 • 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 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11 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 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12 • 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” © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13 • 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 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14 • 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 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15 Partner Onboarding © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16 Place Orders Owner: Channel Ops Owner: BU Product Mgmt Owner: Partner & Cisco Channels Owners: WWPO & Channel Ops © 2010 Cisco and/or its affiliates. All rights reserved. Owners: PDMs & Channel Ops and Partner Cisco Confidential 17 • 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) © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18 • 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 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19 • 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 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 20 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 2010 Cisco and/or its affiliates. All rights reserved. • ©Training Completion Cisco Confidential 21 Capabilities by Release © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 22 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 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 23 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 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24 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’ © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 25 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 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26 Partner Focus Pilot Process Flows © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 27 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 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 28 Call Outs • OIP discount can be attached for ‘hunted deals’ when using “Create Deal” in CCW • MDF not available © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29 Call Outs Step 3.2: Refer to Q2O flows for details © 2010 Cisco and/or its affiliates. All rights reserved. [Insert flow diagram] • Hidden SKUs for SaaS • Dynamic Attributes for Pricing • No manual renewals, need to place new order • Provisioning Form Cisco Confidential 30 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] © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 31 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] © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 32 Thank you.