IT professionals today are challenged to deliver high levels of accessibility and performance to their business—and any disruptions translate into money lost. Optimize the performance and productivity of your customer’s IT environment while increasing the efficiency of your business with services and tools from Dell that complement your capabilities and deliver exactly what customers need. Dell provides flexibility to our partners based on their unique business model, and now Dell Services provides that same flexibility. Come learn about the range of services, training, tools and exclusive programs that can deliver higher satisfaction and scalability for your customers, with flexibility and profit for you. Learn more: http://del.ly/uDj9Cje
Higher Margins and Happier Customers with Dell Services
1. Higher margins and
happier customers with
Dell Services
Jim Roth
Executive Director
Support & Deployment Product Group
2013
2. 2013
Where we
go from here
What you will learn today
Services for
Channel
Sneak peak
with Services
3. Partner business models for Services
Dell Services’ flexible approach lets you decide how to engage
GTM Strategy
• Confidence
• Enablement
• Incentives
2013
Do you have the right capabilities and do you want to
provide services on this deal?
No Yes
Reseller Provider
GTM Strategy
• Protect account ownership
• Complement in-house capabilities
• Training and certification
4. Partner business models for Services
Dell Services’ flexible approach lets you decide how to engage
No Yes
GTM Strategy
• ProSupport
• Configuration Services
• Deployment
2013
Do you have the right capabilities and do you want to
provide services on this deal?
Reseller Provider
GTM Strategy
• Protect account ownership
• Complement in-house capabilities
• Training and certification
7. Leverage our depth and scale
Insights. Experts. Ease.
60+
167
10+Million 24 X 7
2013
5
550+
24,000+
115+ Million
55
2000+
Phone/Online Availability
90%+
Countries offering Same
Business Day response
Countries supported People: Tech Support, Field
Service
Languages spoken
Annual part shipments
Global Command Centers
Systems supported Part distribution centers
Carry in Service centers
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
49
8. Dell ProSupport benefits for your customers
We’ll take care of support so you can take care of your customers
2013
Customer benefits:
• Maximize productivity
by leveraging Dell
scale and skill
• Minimize disruptions
with round the clock
access to highly
trained experts
• Gain efficiency
through a single
source for all your
support needs
Single Source
ProSupport engineers
Hypervisor, OS and SW* support
Multivendor hardware support
Comprehensive
hardware & software
support
Tools &
Technology
SupportAssist
TechDirect
Always Accessible
24x7x365
Phone, email, chat, social media
137 countries, 55 languages
Onsite response options*
*Available on specific software titles
** Next Business Day, 2 hour and 4 hour options
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. TechDirect
Simplifying parts dispatch and case management workflows,
multiple tools vs. one tool
2013
• An easy-to-use online support tool accessible in 11 languages
• Enables efficient online resolution
Simple
Convenient
Customizable
• 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
12. Enterprise Deployment Services
Maximize investment, improve stability and enable productivity
Servers Storage Networking
• Rack deployment
• Installation and integration
• Upgrade service
• Software installation and
configuration
• Virtualization
• Converged infrastructure integration
2013
• SAN and NAS configuration
• SAN and NAS integration
• Data Migration
• Replication and Backup
• Installation, cable and label
• Routing and switching configuration
• Wireless LAN installation and
configuration
• Security and access configuration
• SonicWALL
Configuration Integration Migration Asset Resale
& Recycle
Logistics
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. Continued Services investment in our resellers
Helping you leverage additional opportunities for higher profitability
Incentives
Eligibility for rebates
increases with every
services contract sold
2013
Demand Gen
Designing demand gen
activities to help drive
opportunities
Collateral
Providing you with sales
enablement and awareness
building materials
Broad Portfolio
Enable you to augment
your portfolio with our
services
Training
Helping you identify and
leverage services
opportunities
15. Sneak peak:
New offerings for
Services Delivery
Partners
2013
16. Partner business models for Services
Dell Services’ flexible approach lets you decide how to engage
GTM Strategy
• Confidence
• Enablement
• Incentives
2013
Do you have the right capabilities and do you want to
provide services on this deal?
No Yes
Reseller Provider
GTM Strategy
• Protect account ownership
• Complement in-house capabilities
• Training and certification
18. PartnerDirect Services Delivery Partners Program
Providing specific offers, tools and programs for partners with
services’ capabilities
Introducing:
Support Delivery Partner
2013
Future State:
Deployment Delivery Partner
How it works:
• Partner delivers service on partner paper
Program elements:
• Access to unique offer for L3 support for
partners
• Better support experience
• Decreases costs
• Training
How it works:
• Partner sells deploy services on partner
paper
Program elements:
• Technical training for partners
• Authorization for deploying specific
platforms
19. ProSupport for Support
Delivery Partners
What it is: Benefits: Qualified partners:
2013
Must have a Help Desk capable of
taking all end user calls
Are registered in TechDirect to self-dispatch
parts and create and track
cases
Preferred or Premier status in
PartnerDirect
Capable of providing onsite break fix
support to customers
Enhances partner service capabilities to
their end users quickly and cost
effectively
Partner maintains relationship and
ownership of customer
Provides partners with high level
technical support and logistics
A unique offer for partners providing
all Help Desk support to their
customers
Gives partners immediate access to
Dell’s advanced ProSupport
engineers
Enables online parts ordering via
TechDirect
Dell supports the Partner not the
end user
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. Let’s get
started
2013
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
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 customers
It 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 experts
Selling 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 paper
Deployment
Field Services Partner on Dell paper, DSPs, Geo Partners, DASPs
Deliver 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.