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IT Services Firm Gains Competitive                                                                                                 Partner Case Study

Edge by Partnering with Cisco




Cisco partner Tecnida closes 40 percent more deals with customised Cisco Smart Care Service offering for customers.


 EXECUTIVE SUMMARY                                              Challenge
                                                                Headquartered in Barcelona, Spain, Tecnida is a growing IT services provider
    Partner Name: Tecnida                                       specialising in telecommunications. Known for a personalised, high-touch services
                                                                approach, along with extensive experience in IT engineering, Tecnida offers a
    Industry: IT Service Provider                               range of professional services, from wireless and unified communications, to video
    Location: Barcelona, Spain                                  conferencing and virtual private network support. Today, the firm’s client base
                                                                includes many large companies in various industries.
    Challenge:
    • Expand client base and acquire                            When Tecnida first launched in 2010, its founding members knew that a product-
      customers in new industries                               focused approach to meeting customer needs would not be enough to make a name
    • Differentiate business with unique                        for the company. Says Daniel Zamorano, director of sales at Tecnida, “We needed to
      services offering                                         differentiate ourselves with a unique professional services portfolio that would truly
    • Help ensure highest quality care and                      resonate with customers. That’s why we decided that whenever Tecnida sells Cisco
      network support for customers
                                                                equipment, we would always make sure to package that product with a service.”
    Solution:
                                                                As part of this strategy, Tecnida partnered with Cisco on a service offering based on
    • Annual Tecnida consulting service
                                                                the Cisco SMARTnet® Service, which provides device-by-device service contracts,
      maintains continual network
      improvement and visibility
                                                                as well as proactive diagnostics and real-time alerts on select devices with a device
                                                                diagnostics feature.
    • Cisco Smart Care Service provides
      reports to proactively verify network
      security and reliability                                  Customers realised the value of this offering, and Tecnida was eager to take its Cisco
    • Tecnida offers remote monitoring
                                                                partnership one step further. To grow the number and breadth of its customers,
      and maintenance under service-                            Tecnida expressed an interest in leveraging the Cisco® Smart Care service offering.
      level agreements
                                                                Solution
    Results:                                                    “We saw it as a great opportunity to strengthen our services portfolio,” says
    • Boosted revenue, with 40 percent                          Zamorano. “With the Cisco Smart Care Service, we could simplify our customers’
      of Smart Care deals leading to                            contracts by delivering one service contract for each service level in the entire
      additional business with existing                         network. In addition, we found great value in the proactive network support we’d be
      clients                                                   able to provide.” With this realisation, Tecnida’s growth strategy took a new turn: sell
    • Eased contract administration and                         as many Cisco Smart Care deals as possible.
      network maintenance for customers
    • Gained competitive edge and
      expanded client base




© 2011 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information.                                            Page 1 of 2
Partner Case Study


“We consider the Cisco                                           Today, Tecnida offers its customers a service based on the Cisco Smart Care
                                                                 Service, with its own premium services incorporated into the deal. Cisco provides
 Smart Care Service to                                           next-business-day advanced hardware replacement on problematic or end-of-
 be one of the pillars of                                        life equipment, in addition to networkwide maintenance, monitoring, proactive
 our success. It allows us                                       notifications, and remote remediation. Tecnida adds to this value by also providing
 to continually win new                                          its own annual or biannual consulting service focused on optimising the network.

 business, and we plan to                                        “Once or twice a year, we run an analysis of our customers’ networks using the
 position it strongly with                                       reports provided by Cisco, then meet with them onsite to go over our own detailed
 our customers moving                                            network report,” says Zamorano. “We show them all the instances and alerts that
                                                                 were flagged by the Cisco Smart Care Service and use that information to prevent
 forward.”                                                       similar issues from occurring. In the end, what they get is more efficient problem
                                                                 resolution and a better understanding of their network and what they can do to
Daniel Zamorano                                                  enhance it.” And for Tecnida, these business reviews open the door to additional
Director of Sales
                                                                 up-sell discussions.
Tecnida

                                                                 Results
                                                                 The Cisco Smart Care Service has been a success with customers since day one.
                                                                 “Our customers appreciate the easier contract administration that comes with the
                                                                 Cisco Smart Care Service,” says Zamorano. “Plus, they have greater peace of mind
                                                                 that the network is running properly and being maintained with 24x7 support.”

                                                                 The premium services that Tecnida offers on top of Cisco Smart Care are what allow
                                                                 the company to truly differentiate itself from competitors. “We offer full-service
                                                                 remote monitoring and maintenance under service-level agreements (SLAs), which
                                                                 we’ve found extremely important in winning new business,” says Zamorano.

                                                                 Tecnida is pleased with the new business opportunities provided by the Cisco Smart
                                                                 Care Service. “At least 40 percent of our Cisco Smart Care contracts are helping
                                                                 close other opportunities in the marketplace, so it is certainly helping our deal flow
                                                                 as a whole,” says Zamorano. “We consider the Cisco Smart Care Service to be one
                                                                 of the pillars of our success. It allows us to continually win new business, and we
                                                                 plan to position it strongly with our customers moving forward.”

                                                                 Next Steps
                                                                 Tecnida currently has an established customer base in numerous industries,
                                                                 including industrial, automotive, pharmaceutical, and public sector, among others.
                                                                 However, the company plans to continue expanding to new markets, with a primary
                                                                 focus on higher education. “With the Cisco Smart Care Service, we’re able to
                                                                 extend the high quality care and attention that we’ve built our reputation on, and
                                                                 we look forward to the continued growth that our partnership with Cisco will
                                                                 undoubtedly bring our company,” says Zamorano.

                                                                 For More Information
                                                                 To learn more about Tecnida, visit: www.tecnida.com.

                                                                 To learn more about the Cisco Smart Care Service,
                                                                 visit: www.cisco.com/go/smartcare.

                                                                 Services List
                                                                 •	Cisco Smart Care Service
                                                                 •	Cisco SMARTnet Service


Americas Headquarters                                   Asia Pacific Headquarters                          Europe Headquarters
Cisco Systems, Inc.                                     Cisco Systems (USA) Pte. Ltd.                      Cisco Systems International BV Amsterdam,
San Jose, CA                                            Singapore                                          The Netherlands

Cisco has more than 200 offices worldwide. Addresses, phone numbers, and fax numbers are listed on the Cisco Website at www.cisco.com/go/offices.

Cisco and the Cisco Logo are trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and other countries. A listing of Cisco’s trademarks can be found at
www.cisco.com/go/trademarks. Third party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a
partnership relationship between Cisco and any other company. (1005R)

© 2011 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information.                                                              Page 2 of 2

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Tecnida - Cisco

  • 1. IT Services Firm Gains Competitive Partner Case Study Edge by Partnering with Cisco Cisco partner Tecnida closes 40 percent more deals with customised Cisco Smart Care Service offering for customers. EXECUTIVE SUMMARY Challenge Headquartered in Barcelona, Spain, Tecnida is a growing IT services provider Partner Name: Tecnida specialising in telecommunications. Known for a personalised, high-touch services approach, along with extensive experience in IT engineering, Tecnida offers a Industry: IT Service Provider range of professional services, from wireless and unified communications, to video Location: Barcelona, Spain conferencing and virtual private network support. Today, the firm’s client base includes many large companies in various industries. Challenge: • Expand client base and acquire When Tecnida first launched in 2010, its founding members knew that a product- customers in new industries focused approach to meeting customer needs would not be enough to make a name • Differentiate business with unique for the company. Says Daniel Zamorano, director of sales at Tecnida, “We needed to services offering differentiate ourselves with a unique professional services portfolio that would truly • Help ensure highest quality care and resonate with customers. That’s why we decided that whenever Tecnida sells Cisco network support for customers equipment, we would always make sure to package that product with a service.” Solution: As part of this strategy, Tecnida partnered with Cisco on a service offering based on • Annual Tecnida consulting service the Cisco SMARTnet® Service, which provides device-by-device service contracts, maintains continual network improvement and visibility as well as proactive diagnostics and real-time alerts on select devices with a device diagnostics feature. • Cisco Smart Care Service provides reports to proactively verify network security and reliability Customers realised the value of this offering, and Tecnida was eager to take its Cisco • Tecnida offers remote monitoring partnership one step further. To grow the number and breadth of its customers, and maintenance under service- Tecnida expressed an interest in leveraging the Cisco® Smart Care service offering. level agreements Solution Results: “We saw it as a great opportunity to strengthen our services portfolio,” says • Boosted revenue, with 40 percent Zamorano. “With the Cisco Smart Care Service, we could simplify our customers’ of Smart Care deals leading to contracts by delivering one service contract for each service level in the entire additional business with existing network. In addition, we found great value in the proactive network support we’d be clients able to provide.” With this realisation, Tecnida’s growth strategy took a new turn: sell • Eased contract administration and as many Cisco Smart Care deals as possible. network maintenance for customers • Gained competitive edge and expanded client base © 2011 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 1 of 2
  • 2. Partner Case Study “We consider the Cisco Today, Tecnida offers its customers a service based on the Cisco Smart Care Service, with its own premium services incorporated into the deal. Cisco provides Smart Care Service to next-business-day advanced hardware replacement on problematic or end-of- be one of the pillars of life equipment, in addition to networkwide maintenance, monitoring, proactive our success. It allows us notifications, and remote remediation. Tecnida adds to this value by also providing to continually win new its own annual or biannual consulting service focused on optimising the network. business, and we plan to “Once or twice a year, we run an analysis of our customers’ networks using the position it strongly with reports provided by Cisco, then meet with them onsite to go over our own detailed our customers moving network report,” says Zamorano. “We show them all the instances and alerts that were flagged by the Cisco Smart Care Service and use that information to prevent forward.” similar issues from occurring. In the end, what they get is more efficient problem resolution and a better understanding of their network and what they can do to Daniel Zamorano enhance it.” And for Tecnida, these business reviews open the door to additional Director of Sales up-sell discussions. Tecnida Results The Cisco Smart Care Service has been a success with customers since day one. “Our customers appreciate the easier contract administration that comes with the Cisco Smart Care Service,” says Zamorano. “Plus, they have greater peace of mind that the network is running properly and being maintained with 24x7 support.” The premium services that Tecnida offers on top of Cisco Smart Care are what allow the company to truly differentiate itself from competitors. “We offer full-service remote monitoring and maintenance under service-level agreements (SLAs), which we’ve found extremely important in winning new business,” says Zamorano. Tecnida is pleased with the new business opportunities provided by the Cisco Smart Care Service. “At least 40 percent of our Cisco Smart Care contracts are helping close other opportunities in the marketplace, so it is certainly helping our deal flow as a whole,” says Zamorano. “We consider the Cisco Smart Care Service to be one of the pillars of our success. It allows us to continually win new business, and we plan to position it strongly with our customers moving forward.” Next Steps Tecnida currently has an established customer base in numerous industries, including industrial, automotive, pharmaceutical, and public sector, among others. However, the company plans to continue expanding to new markets, with a primary focus on higher education. “With the Cisco Smart Care Service, we’re able to extend the high quality care and attention that we’ve built our reputation on, and we look forward to the continued growth that our partnership with Cisco will undoubtedly bring our company,” says Zamorano. For More Information To learn more about Tecnida, visit: www.tecnida.com. To learn more about the Cisco Smart Care Service, visit: www.cisco.com/go/smartcare. Services List • Cisco Smart Care Service • Cisco SMARTnet Service Americas Headquarters Asia Pacific Headquarters Europe Headquarters Cisco Systems, Inc. Cisco Systems (USA) Pte. Ltd. Cisco Systems International BV Amsterdam, San Jose, CA Singapore The Netherlands Cisco has more than 200 offices worldwide. Addresses, phone numbers, and fax numbers are listed on the Cisco Website at www.cisco.com/go/offices. Cisco and the Cisco Logo are trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and other countries. A listing of Cisco’s trademarks can be found at www.cisco.com/go/trademarks. Third party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1005R) © 2011 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 2 of 2