Higher Margins and Happier Customers with Dell Services

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Find out about services for channels and where we go from here. Learn about Dell’s PartnerDirect program structure with services and how it offers big benefits for our partners. Learn more at: http://del.ly/PartnerDirect

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  • Partners may choose a different approach depending on project, capabilities and location
  • Partners may choose a different approach depending on project, capabilities and location
  • Services resale, can resell even if not in Services Partner Program. Evolve Services resale further. ProSupport only – key initial, but need to expand further as time goes on. What other SKU able services can we add. Professional services, they might need. Margin halo and discounts. Did we ever solve deeper discounts for partners.Managed Services Program – does it fit into the Services Partner Program? Does it detract to include together?
  • You need unwavering support for hardware and software and a smart way to manage the mix of vendors in your environment. Dell offers a single source with the expertise, know-how and capabilities to make supporting your IT easier.Dell ProSupport offers highly trained experts around the clock and around the globe to address your IT needs, minimize disruptions and maintain a high level of productivity.
  • So specifically how can ProSupport provide real value to your business? It helps you make incremental revenue on each box sold, without requiring additional investment from you for extra support staff.In addition, we take care of the support so you can focus on sales and revenue growth. Dell’s takes ownership of all logistics and preventive actions.We help you gain revenue growth from helping boost customer satisfaction, which can help you make additional hardware sales.Lastly, we enable you to have a greater geographical impact without the cost associated to manage or invest in your field organization. We can also help eliminate the costs of maintaining support certifications.
  • One of the key tools to enable partners and customers is TechDirect. As the name implies it is a portal for technicians. We are constantly adding functionality and features for those users all the time. The two most popular features of the portal are the ability for a tech to submit and track cases – so no they do not have to call in to get an update on status. Another feature allows techs to dispatch parts, we know what many of you and your technicians are as sophisticated as our technicians – so there is no need for them to go through lots of trouble shooting steps. We want to make it as easy as possible for your techs to get a part out when they need it. So if you have not heard of TechDirect, you can find out more information at www.techdirect.com. Benefits include:Making it easy, allowing you to skip steps to provide service faster to your customersIt is customizable, you can put the widgets you want to fit your workflow
  • Helps with your growth strategy: Increased customer satisfaction will result in several growth opportunities where Dell hardware and services can be positioned.Experts without additional investment: Around the country or around the globe, we can help you deploy networking with our expertsSelling networking deployment, helps you make great margins and retire quotas.
  • Partners may choose a different approach depending on project, capabilities and location
  • Services resale, can resell even if not in Services Partner Program. Evolve Services resale further. ProSupport only – key initial, but need to expand further as time goes on. What other SKU able services can we add. Professional services, they might need. Margin halo and discounts. Did we ever solve deeper discounts for partners.Managed Services Program – does it fit into the Services Partner Program? Does it detract to include together?
  • Support delivery partner, CASP, partner on partner paperDeployment Field Services Partner on Dell paper, DSPs, Geo Partners, DASPsDeliver a complimentary set of partner services for consumption and resale; develop a partner driven services ecosystem to be leveraged by Dell, our channel and our customers.
  • Higher Margins and Happier Customers with Dell Services

    1. 1. Higher margins and happier customers with Dell Services Jim Roth Executive Director Support & Deployment Product Group 2013
    2. 2. What you will learn today Services for Channel Sneak peak with Services 2013 Where we go from here
    3. 3. Partner business models for Services Dell Services’ flexible approach lets you decide how to engage Do you have the right capabilities and do you want to provide services on this deal? No Yes Reseller Provider GTM Strategy GTM Strategy • Confidence • Protect account ownership • Enablement • Complement in-house capabilities • Incentives • Training and certification 2013
    4. 4. Partner business models for Services Dell Services’ flexible approach lets you decide how to engage Do you have the right capabilities and do you want to provide services on this deal? No Yes Reseller Provider GTM Strategy GTM Strategy • ProSupport • Protect account ownership • Configuration Services • Complement in-house capabilities • Deployment • Training and certification 2013
    5. 5. PartnerDirect program structure with Services NEW! ProSupport & Deployment curriculum embedded within training modules: 2013
    6. 6. Reselling ProSupport 2013
    7. 7. Leverage our depth and scale Insights. Experts. Ease. 60+ Countries offering Same Business Day response 167 Countries supported 24,000+ People: Tech Support, Field Service 55 Languages spoken 24 X 7 10+ Million Phone/Online Availability Annual part shipments 5 2000+ Global Command Centers Carry in Service centers 115+ Million 550+ Systems supported 2013 Part distribution centers 90%+ 49 Dell ProSupport customer satisfaction ProSupport phone, e-mail, and chat sites Availability and terms of Dell Services vary by region. For more information, visit dell.com/servicedescriptions. AD# G130007002
    8. 8. Dell ProSupport benefits for your customers We’ll take care of support so you can take care of your customers Single Source ProSupport engineers Hypervisor, OS and SW* support Multivendor hardware support Tools & Technology SupportAssist TechDirect Customer benefits: • Maximize productivity by leveraging Dell scale and skill Comprehensive hardware & software support Always Accessible 24x7x365 Phone, email, chat, social media 137 countries, 55 languages Onsite response options* 2013 *Available on specific software titles ** Next Business Day, 2 hour and 4 hour options • Minimize disruptions with round the clock access to highly trained experts • Gain efficiency through a single source for all your support needs
    9. 9. Partner benefits of ProSupport Helps add incremental revenue and extend your support team with no additional investment $ Incremental revenue with no extra investment 2013 Increased customer satisfaction Extended support team
    10. 10. TechDirect Simplifying parts dispatch and case management workflows, multiple tools vs. one tool Convenient Customizable 2013 • • An easy-to-use online support tool accessible in 11 languages Enables efficient online resolution • Simple Bypass phone-based support requests and redirect time saved to critical issues Centralized portal enables customers to discard multiple tools to manage status and history of support requests • • • Experience a modular layout with custom dashboard, reports and summaries Access profile information, installation certifications and Message Center
    11. 11. Enterprise Deployment 2013
    12. 12. Enterprise Deployment Services Maximize investment, improve stability and enable productivity Servers Storage • Rack deployment Networking • SAN and NAS configuration • Software installation and configuration • Routing and switching configuration • Data Migration • Upgrade service • Installation, cable and label • SAN and NAS integration • Installation and integration • Wireless LAN installation and • Replication and Backup configuration • Virtualization • Security and access configuration • Converged infrastructure integration • SonicWALL Configuration 2013 Logistics Integration Migration Asset Resale & Recycle
    13. 13. Partner benefits of Enterprise Deployment Helps with your growth strategy and provides great margins, without additional investments Helps with growth strategy 2013 Deeper and broader capabilities and expertise 24/7 global coverage with proven processes
    14. 14. Continued Services investment in our resellers Helping you leverage additional opportunities for higher profitability Incentives Demand Gen Collateral Eligibility for rebates increases with every services contract sold Designing demand gen activities to help drive opportunities Providing you with sales enablement and awareness building materials Broad Portfolio Training Enable you to augment your portfolio with our services Helping you identify and leverage services opportunities 2013
    15. 15. Sneak peak: New offerings for Services Delivery Partners 2013
    16. 16. Partner business models for Services Dell Services’ flexible approach lets you decide how to engage Do you have the right capabilities and do you want to provide services on this deal? No Yes Reseller Provider GTM Strategy GTM Strategy • Confidence • Protect account ownership • Enablement • Complement in-house capabilities • Incentives • Training and certification 2013
    17. 17. NEW! PartnerDirect program structure with Services 2013
    18. 18. PartnerDirect Services Delivery Partners Program Providing specific offers, tools and programs for partners with services’ capabilities Introducing: Support Delivery Partner Future State: Deployment Delivery Partner How it works: • Partner delivers service on partner paper How it works: • Partner sells deploy services on partner paper Program elements: • Access to unique offer for L3 support for partners • Better support experience • Decreases costs • Training 2013 Program elements: • Technical training for partners • Authorization for deploying specific platforms
    19. 19. ProSupport for Support Delivery Partners What it is: Benefits: Qualified partners: A unique offer for partners providing all Help Desk support to their customers Enhances partner service capabilities to their end users quickly and cost effectively Must have a Help Desk capable of taking all end user calls Gives partners immediate access to Dell’s advanced ProSupport engineers Partner maintains relationship and ownership of customer Are registered in TechDirect to selfdispatch parts and create and track cases Provides partners with high level technical support and logistics Preferred or Premier status in PartnerDirect Enables online parts ordering via TechDirect Dell supports the Partner not the end user 2013 Capable of providing onsite break fix support to customers
    20. 20. Where we go from here Invest in Services training with Dell 2013 Sell Dell Services offerings that enable the value you bring to your customers
    21. 21. Let’s get started Engage with Dell PartnerDirect and Services subject matter experts at the Solution Showcase Schedule a post-event whiteboard session to address your specific requirements. Contact your account team for details Gain hands on experience, see demonstrations at the Solution Showcase Schedule a visit to a Dell Solution Center near you: Austin • New York City • Washington D.C. Chicago • Santa Clara • Mexico City • Sao Paolo Go to http://partnerdirect.dell.com 2013
    22. 22. Q&A 2013
    23. 23. 2013

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