May 10, 2012 Jan, Reggie, Ashish, Arsen, Phuong & Vincent © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1 • Key eCommerce needs FY12 Commerce improvements & Deliverables CLN Paywall effort Replacement effort (RFP) • When we met last … • Pricing • Recommendations • Next Steps © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2 Track 1: Short Term Track 2: Short Term Track 3: Long Term Objective: Make improvements in FY12 to enhance customer experience. Objective: Enable Paywall on CLN Objective: Explore all options and replace our Commerce solution Goals: 1. Ease to Deploy Products to the Store 2. Better Customer Buying experience 3. Auto Renew & Subscription capabilities 4. etc, etc, etc Goals: 1. Secure CLN Content Goals: 1. Explore other better commerce vendors & platforms Enable lockdown of Content on CLN 2. Provide customers access only to what they are entitled to. 3. Encourage premium content purchase. © 2010 Cisco and/or its affiliates. All rights reserved. 2. Request for Proposal 3. Choose a Vendor to take us to the future. Cisco Confidential 3 Function Work Involved Site management Enable management of Store front UI – Deployed in FY12 Product launch prep environment (FPR) – Deployed in FY12 Product details tracking (PLE, Product UI) – Deployed in FY12 Financial reporting– Deployed in FY12 Ratings & reviews – Deployed in FY12 Multi-site deployment options Search management (landing page based on search) Product URL standard definition (Stage -> Production URL automated conversion) Marketing (SEO, Promotions) SEO friendly – Deployed in FY12 Google shopping API integration Social Media Sharing Options: On Facebook, Twitter, LinkedIn, Google+ Cross sell / Up sell enhancements Personalization Profile & behavior based recommendations on store Management features to set rules for personalization Search Improved search experience Store front 1-click purchase Subscription & auto-renew – Deployed in FY12 Support multiple product types (web, mobile, DRM, game, voucher, access code) – Deployed in FY12 Physical order tracking Internal Cisco commerce / accounts payable integration Globalization & internationalization Language, currency & taxation support Mobile Commerce Mobile site for key commerce customer experience © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4 7. Subscription & Auto Renewal 8. Enhancement for Financial Reporting ISO Compliance 9. LMS & Store Operational Improvements Ease of use to Manage Product lines Admin UI for SEO lite 2. SEO Lite. Ability to Tag Product Pages. 3. CCNA Game Integration. Token redemption & Code Generation, Game UI 02/2012 11/11 10/11 09/11 05/2012 10. CCNA Premium Bundle Fulfilment of Cisco Press Vouchers Fulfilment of Pearson Vue Vouchers 11. LMS & Store Enhancements Ability to make external Announcements on Store. 12. Auto Renewal on Instructor’s Kit 4. Enhanced Users Review & Comment Management To Monitor & Moderate Users Comments 5. Improved Rating Management 6. New Delivery type for MLM (Windows/Mac) 1. FPR Feature -An improved environment to enable fast product launch © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5 Track 1 Track 2 Track 3 Content Protection & Management Access control for content Learner content UI Administration and content management Purchase & Fulfillment Experience Payment processing + collection Catalog + pricing mgmt Fulfillment access control Scheduled Q1 FY13 Learning & Purchase Tracking View order + subscription history Out of Scope • Learning Mgmt (Transcript / Learning history) – view learning history • Perks automation – automated provisioning of perks* © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6 • In our last meeting, on xx/xx/12 1. We decided on SaaS model options (Digital River and Medius) 2. The only open item was to obtain detailed cost breakdown. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7 Medius Digital River NA NA $218,500 $235,000 NA $80,000 Incremental Ops resources - $80,000 Integration cost (HRIT) - $260,000 Other Groups (MLM, LPMS, Survey, Ratings & Review) - $90,000 Maintenance - - $218,500 $745,000 Software / License Setup , Integration & Customization Incremental business resources Total Note: Cost for Medius & Digital River provided by vendors Cost for Other groups (MLM, LPMS, Survey, Ratings & review) based on best guess Cost for incremental HRIT resources for running existing Store & LMS projects while building new Store & integrations © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8 Medius Digital River Software / License Maintenance / Hosting $114,000 $131,000 DRM License, Hosting & Support $105,000 $57,250 $50,000 (includes chat, 24*7) $8,190 (no chat, 8-5) - ~$30,000 Merchant of Record $80,000 $69,000 Fulfillment fee for free digital products $30,000 $60,000 Fulfillment fee for physical products (for CCSIs) - $1,200 Fulfillment and warehouse services for physical products - ~$10,000 Ratings and Review - $100,000 $379,000 $466,640 Customer Support 24*7 Customer Support Total Note: Medius software / license maintanence cost based on revenue, assumed $2.0M*2% + 40c Digital River software / license maintanence cost based on revenue, assumed $2.0M*6.55% Medius DRM cost calculation based on $20K / Qtr + $25K Locklizard fees Digital River DRM cost based on 15%*Cost of Setup & Customization + $25K Locklizard fees Medius hosting & support cost based on current rates ($16,000 / qtr + $12,500/qtr respectively) Digital River customer support (email based) cost based on $3.25 / case * 210 cases / month * 12 months Medius MOR fees based on $2.0M*4% Digital River MOR fees based on $2.0M*3.45% Medius free digital products fulfillment cost based on $1/coupon*30,000 /year Digital River free digial products fulfillment cost based on $2/coupon*30,000 / year © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9 Year 1 Year 2 Year 3 Year 4 $379,000 $379,000 $379,000 $466,640 $466,640 $466,640 $313,250 $218k (Implementation – 3 Qtrs) + $95k (Operate- 1 Qtr) Medius $861,600 Digital River $745k (Implementation – 3 Qtrs) + $117k (Operate- 1 Qtr) Digital River Medius Pros: Pros: Cost is well known Existing relationship – flexible on cost and timelines Vendor is fully integrated Potential more stable than Medius Vendor will continue to invest in the product As of today, feature set is good Cons: Cons: Confidence on meeting feature requirements and resolving stability issues not 100% Vendor does not proactively invest in the product © 2010 Cisco and/or its affiliates. All rights reserved. Above DR implementation costs can increase by up to 50% May not be as Flexible in functionality and feature enhancements, if not core to DR Roadmap. Some Unknowns exists- Stability, User complaints, Cisco Confidential 10 • Vendor chosen is xxxx • SOW / PO Creation • Detailed BRD Creation • Design & Analysis • Execute Commit • Development, Testing, Deployment & Rollout. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11 Thank you. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12 FY 12/13 Infrastructure Priorities (Immediate Deliverables) - CLN Paywall / eCommerce RFP Mar Apr Finalize Content Hosting Cost CLN Paywall May Content Migration Complete by 6/15 eCommerce RFP Initial RFP Analysis Jul Aug Sept QA Go Live UAT FSD Complete Demos Grading Jun 08/06 Create High Level Plan Based on Option Chosen Finalize Vendor Selection ~5/12 Phased Implementation Timeline : TBD Presentation To L2’s Options, Price © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13 Release Date Sep 2011 Benefits / Highlights 1. Reduced product rollout outage window 2. 3. ~ 1 week / qtr $0 incremental funding - re-purpose infrastructure Enable deployment flexibility Process for interim deployments Features / Scope 1. New integrated environment for Store & LMS 2. Integration setup (Outstart, WSG, VDS, DMS, OAM) 3. Process definition for maintenance and project releases Oct 2011 1. Improve CLN Store site's online visibility Search engine results: e.g. Google search 2. Improve customer experience 3. Enable revenue growth CCNA Game tokens 1. Search Engine Optimization - capability to tag product pages, home page and aisle pages separately. 2. LMS / Store maintenance items: Code optimization Bug fixes Logout Content Launch (improve content launch experience) Transcript & Enrollment portlet T & C, Time zone Enhancement Subscription renewal in LMS Registration confirmation email Survey link in order confirmation 3. Infrastructure in support of Netacad- Aspire CCNA Game Token redemption process Administration Game UI Code generation Nov 2011 1. New product fulfillment options 2. Enhanced reviews and comments management 3. Improved ratings management 1. MLM enhancement New mobile content type: Windows and Mac OS 2. Reviews and Comments management tool Enabled reviewing, editing & enabling/disabling 3. Ratings enhancements Added ratings to search and aisle page product lists Ratings recalculated based enabled / disabled reviews © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14 Release Date Benefits / Highlights Features / Scope Feb 2012 1. Enable revenue growth New subscription products (CLN Premium) 2. Improve user experience for subscriptions 3. Improve financial data integrity & processing 4. Improve LMS & Store management 1. Enhancements for financial reporting Data clean up and reconciliation Process improvement to maintain data integrity Quarterly reconciliation process 2. Subscription auto-renew feature Auto-renew processing for subscription products Payment enhancements for auto-renew participation Customer dashboard for subscription tracking 3. LMS & Store operational improvements PLE & Product form management on the LMS SEO administration on the Store LMS maintanence items May 2012 1. Improve Store & LMS management 2. Enable revenue growth CCNA Premium Bundle 3. Improve customer experience Instructor Kit subscription & Reviews access 1. CCNA Premium Bundle features Fulfillment of Cisco Press voucher on LMS Cisco Press voucher management on LMS LMS Integration with DCT for Pearson Vue eVoucher 2. LMS & Store Enhancements Subscription duration for search & browse Ratings & Reviews links Login tracking & Logout Announcement widget Auto-renew for Instructor Kits CCSI, Coupon & Login reporting Product form enhancement 3. LMS & Store maintanence items Bundle enrollment dashboard enhancement Credit card processing improvement Billing information & Notification changes Log out & Support link changes © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15 Legend ASP Application / Infrastructure eCommerce Feature eCommerce Services Cisco Application / Infrastructure LMS Feature LMS Services EMS Catalog synch eCommerce Shopping / Payment Fulfillment Integration Site Mgmt Entitlement Mobile Marketing Reporting Social Promotions Personalize LMS Ratings / Reviews Global ization Autorenew Survey CCNA Game SSO Catalog synch Payment services Catalog Mgmt Access/ Fulfillment History / Progress Order Mgmt Reporting Cert. Print Resource Mgmt Cisco Pymt Track Global ization Auto-renew CCSI Rewards Fulfillment URL Launch Register/ Launch Roster Mgmt Shopping Registration services Merchant of Record Evaluations MLM Entitlement Payment Integration SSO Customer Support Site & Content Hosting Training & Documentation B2B Payment Processing Site hosting AICC DMS Customer Support Training & Documentation Profile synch Order details Custom Profile DB Import LMS & eCommerce data Content CLL Cisco 360 CCO 3rd Party OutStart VDS 3rd Party Modevity DRM CLL Cisco 360 CLN / AKAMAI 3rd Party Data warehouse Function Work Involved B2B Sales Enable “buy for others” user flow (fulfillment). Access code generation, tracking and assignment. Ratings & Reviews Enable ratings & review for all catalog items and moderating. Marketing (SEO, Email) Capability to perform segmentation and create target campaigns. Product specific emails for post purchase confirmation. Social Media Sharing Options: On Facebook, Twitter, LinkedIn, Google+ Google Shopping Results page integration Able to embed microdata on Product pages, breadcrumb section, Open Graph data etc. Reporting Finance & operation (including surveys, coupons etc.) report customization. Entitlement Enable pricing & catalog based on entitlement: - Cisco.com’s profile entitlement level (Partner, Reseller, Employee, Guest, etc.) - By product line: specify an authorized buyer list such as: CCSI and LP Admins, Architecture (CCAr), CCT Exam candidates Product type list Ability to support multiple custom attributes per product type Search / browse criteria based on custom attributes: e.g. Show course’s info, locations -> offering hierarchy PLE (Product line engagement) 1. Ability to specify rules at the Product line level affecting all child products although the child product can overwrites those properties. 2. Ability to specify the payees/revenue split in either fixed dollar amount and/or percentage for a particular product line. 3. Ability to make the payments to the Payees on a monthly or quarterly basis. Subscription Auto-renew Configurable date and payment type based email reminders Allow offline payment types to be processed for subscription renewal (e.g. PO) CCSI promotions / data Import CCSI qualified events from LPMS team and assign points according to the programmed rules (given by business). Ability to create CCSI promotions within the store and points are automatically computed based on the promotion’s parameters. CCNA game Integrate with the CCNA game to allow the users buy and redeem token within the game. © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17 Function Catalog synchronization Single sign on Frequency Batch 1 time setup Work Involved Feed for multiple product & content types: URL Based Points based Mobile content Physical distribution DRM Bundled Subscription, Auto-renew Setup PING Federate SSO profile integration Customer profile Batch Feed for profile data for entitlement: CCSI Architecture (CCAr) CCT DRM (Locklizard, Flexnet) 1 time Support DRM hosting and fulfillment enhancements: Instructor Kits & Mindshare game Payment services Real time Secure web services for Credit card & PayPal payment Secure web services for profile discount calculation Secure web services for coupon redemption Cancellation process Product fulfillment Real time Integrate with LMS for product fulfillment e.g. access URL post payment CCNA Game Real time Order & fulfillment Order data feed Scheduled offering Batch Real time Order data sent to Cisco in secure manner Support scheduled offering purchase with check for availability, reschedule, substitution, cancelation, waitlist and bulk orders Enable purchase with other items LMS services integration 1 time setup Setup with WSGX for accessing LMS services Data migration 1 time setup Order migration from previous commerce solution © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18 Function Catalog synchronization Payment services MLM Reseller Management Frequency Batch Real time 1 time setup Work Involved Enhance catalog to meet eCommerce needs Enhance catalog for physical & DRM products Integrate with eCommerce services Store & manage Modevity API credentials MLM fulfillment Real time Integrate with Modevity for registration post payment Entitlement Real time CCSI Architecture (CCAr) CCT Scheduled offering Real time Support scheduled offering with check for availability, reschedule, substitution, cancelation, waitlist and bulk orders Enable purchase with other items Function Owner Frequency Work Involved Customer profile LPMS Batch MLM fulfillment Modevity 1 time setup Setup LMS as authorized API user Integrate with DMS for registration MLM DMS 1 time setup Configure LMS to communicate w/ MLM Survey MTM 1 time setup Enable survey per store, per content. Integrate with LPMS to obtain CCSI status and feed back membership renewal info.