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- 1. Discussion Guide Help your SMB customers choose Surface and Intel®
- 2. What’s inside. How to use this guide. Use this guide to begin a conversation with your customers about the changing work environment and the need for businesses to be agile to stay competitive. Help them see how Surface devices equipped with Intel® processors are uniquely positioned to thrive in an era of remote and hybrid work. Also consider opportunities to sell additional devices, software, and services that offer complete solutions to power your customers’ business now and in the future. Please note that this campaign centers on refreshing aging Windows 10 devices. If your customer is still using Windows 7, please refer to Make the Shift campaign resources. 1 Target audience to provide insight into your customers. 2 Elevator pitch to describe the key benefits of Surface equipped with Microsoft 365 and Intel®. 3 Customer challenges to understand the business environment of SMBs. 4 Assessing customer needs to encourage SMBs to discuss pain points. 5 Addressing common objections and concerns to help SMBs see the value of modern devices. 6 Resources to identify additional information that supports your sales efforts.
- 4. SMB profile. 25-499 employees. Managed IT services. Tech decisions are made by: Business decision makers— concerned with productivity, security, and profitability. IT decision makers— concerned with threat protection, management, and efficiency. Target audience. Business has changed dramatically for SMBs. Remote work increased nearly 10x during 2020,1, 2 and cyber attacks are on the rise. Core business needs such as productivity, remote access, and security are top of mind for business owners.3 However, many SMBs have not upgraded their devices to take advantage of modern productivity and security tools. Surface Partners have a great sales opportunity to encourage customers to upgrade aging PCs. 32% of global businesses are represented by SMBs.3 of surveyed SMBs still own 4+ year-old PCs.3 90% 1 Pew Research Center, 2020 2 Clutch, 2020 3 Techaisle, 2020 1 2 3 4 5 6
- 6. Elevator pitch. During these challenging times, aging devices can hold you back. Invest in modern devices to stay agile and productive in today’s business environment. Give your onsite, remote, and hybrid workforce the tools to work confidently and securely from virtually anywhere. Get built-in security features, remote management, and productivity tools with Surface devices equipped with Microsoft 365 and Intel®. 4 A Forrester Total Economic Impact™ Study Commissioned By Microsoft, 2020 No product or component can be absolutely secure. Your costs and results may vary. 86% of businesses surveyed say Surface devices with Microsoft 365 improve employee satisfaction.4 20% reduction in security breaches.4 3.75HRS saved in provisioning time per device.4 1 2 3 4 5 6
- 8. SMB challenges. 1 Businesses must be agile to meet the challenges of today’s world. 2 Workers need modern tools for collaboration and productivity, whether from home or on the go. 3 Companies must protect valuable data, devices, and personal information from loss or theft. 4 IT managers want simple, cost-effective ways to deploy, manage, and protect hardware as well as to protect company data and personal information. 1 2 3 4 5 6
- 10. Addressing SMB needs. Use these questions to learn about your customer’s current technology and business environment. Be sure to ask open-ended questions that challenge customers to think about their situation in new ways. How challenging has remote work been for your organization? Given the increase in cyberattacks, what concerns do you have about security – for devices, business data, or identities? What is required to configure your devices? How much time does it take your IT team? I know workers in many organizations need to collaborate efficiently from multiple locations. How complicated is remote collaboration for your team? Have you ever calculated how much money you lose in worker productivity and IT time when your devices are under repair? 1 2 3 4 5 6
- 11. Benefits of Surface and Intel®. Ensure your teams can get it all done whether working remote or onsite. Productivity Security Management 1 2 3 4 5 6
- 12. Help your team get more done—on their own and together. P R O D U C T I V I T Y 4 A Forrester Total Economic Impact™ Study Commissioned By Microsoft, 2020 Provide business-class performance and flexible options with Surface PCs equipped with Microsoft 365 and Intel®. 2 per day through improved collaboration.4 HOURS GAINED 49 per day with more efficient joining to meetings.4 MINUTES SAVED 38 daily due to improved collaboration tools and experiences.4 MINUTES SAVED 1 2 3 4 5 6
- 13. Stress less with better protection for your data and people. S E C U R I T Y Get advanced security, from chip to cloud, with Surface devices equipped with Microsoft 365 and Intel®. 20 reduction in security breaches.4 % 17 decrease in endpoint security spending.4 % 14 lower spending in mobile device management.4 % 4 A Forrester Total Economic Impact™ Study Commissioned By Microsoft, 2020 1 2 3 4 5 6
- 14. Spend less time on maintenance and more time on value creation. M A N A G E M E N T Get advanced security, from chip to cloud, with Surface devices equipped with Microsoft 365 and Intel®. 75 reduction in help desk call times.4 % in provisioning time per device.4 3.75 HOURS SAVED per device deploying updates.4 3.25 HOURS SAVED 4 A Forrester Total Economic Impact™ Study Commissioned By Microsoft, 2020 1 2 3 4 5 6
- 16. Addressing common objections and concerns. 1 Listen to why people say “no.” 2 Suggest a solution that will meet their needs. 3 Acknowledge their objections and show you understand. 4 Close by answering all their concerns and asking for the sale. Use these questions to learn about your customer’s current technology and business environment. Be sure to ask open-ended questions that challenge customers to think about their situation in new ways. 5 1 2 3 6 4
- 17. Addressing common objections and concerns. New devices are too expensive. We don’t have the budget for them. Older devices cost 3.3x more to own and maintain than modern devices. 3 There are hidden costs to owning older PCs: • 3.8x less productivity 3 • 4.5x frequency of IT problems on average 3 Older devices leave your company more vulnerable to security breaches: • Last year, 67% of SMBs experienced a security breach. 3 • Each incident cost ~3.3% of revenue. 3 New devices don’t offer any must-have capabilities for us. Older devices can’t unlock the full productivity and security tools and features of Surface devices equipped with Microsoft 365 and Intel®. Get more done with more power. Surface PCs have 11th Gen Intel® Core™ processors that provide a stronger GPU and faster performance to tackle demanding workloads. Get added security and protection. Quickly and easily encrypt your data with a physical Trusted Platform Module (TPM) on Surface devices. Plus, get added protection against attacks on memory (Intel® Total Memory Encryption) and firmware-level attacks (Intel® Boot Guard). Spend less time setting up devices. Ship and deploy straight to users with Windows Auto pilot zero-touch deployment and unified management. Also, a two-in-one Surface device can transform from laptop, to tablet, to portable studio, so you won’t need multiple devices per user. 3 Techaisle, 2020 Your costs and results may vary. No product or component can be absolutely secure. 5 1 2 3 6 4
- 18. Addressing common objections and concerns. The devices we have are fine. We don’t need modern devices. Older devices can’t keep up with today’s speed of business. Give your teams the freedom to work how they want. Employees can be more creative with digital inking and touchscreen technology. With Intel® Thunderbolt™ 4 technology, they can personalize their work experience with accessories and peripherals without affecting performance. Help your teams connect faster and easier. Employees can save time through better collaboration: co-authoring documents, sketching out ideas together with digital inking, and brainstorming using Microsoft Whiteboard. Improve your virtual meetings experience. Surface devices come with great audio and video because of Studio Mics, Omnisonic speakers, HD cameras, Intel® Clear Video HD Technology, and Intel® Smart Sound Technology. Older devices are also more expensive when it comes to total cost of ownership. The cost to own and maintain older PCs is more than 3 times higher than newer ones. 5 We’re not worried about cyberattacks – those happen to bigger businesses. SMBs are actually a prime target. Last year, 67% of SMBs experienced a security breach.3 Each data breach cost an average 3.3% of revenue3 and not to mention its impact on company assets, reputation, and customer trust. Quickly and easily encrypt your company data. Get full control over device access with a physical Trusted Platform Module (TPM) on Surface devices. Intel® Total Memory Encryption further protects data against physical attacks on memory, like cold-boot attacks. Protect against firmware-level attacks. Intel® Boot Guard helps protect the system’s pre-OS environment from viruses and software attacks. Intel® OS Guard can restrict the OS from directly executing application code to help protect against planted malware. Safer application execution. Surface devices come with Intel® Trusted Execution Technology. It enables an environment where applications can run within their own space, protected from all other software on the system. Secure external ports with DMA Protect. If a Surface removable SSD is tampered with, the device will shut off power. When it reboots, the Unified Extensible Firmware Interface (UEFI) will wipe memory, to erase any residual data.6 3 Techaisle, 2020 4 A Forrester Total Economic Impact™ Study Commissioned By Microsoft, 2020. 5 As contained in a report by Intel® 6 Surface Go and Surface Go 2 use a third-party UEFI and do not support DFCI. DFCI is currently available for Surface Pro 7+, Surface Laptop Go, Surface Book 3, Surface Laptop 3, Surface Pro 7, and Surface Pro X. Find out more about managing Surface UEFI settings 5 1 2 3 6 4
- 19. Microsoft recycling End-of-life management and recycling. Microsoft is dedicated to protecting the safety and health of our employees, customers and the public through our environmental policies and practices. Microsoft honors its commitment to environmental sustainability by working with Industry groups and NGO’s to establish responsible practices in building sustainable products. In 2018, 3.8 million pounds of e-waste were recycled by Microsoft and redirected from landfills. Microsoft is continually working to improve our performance as well as engaging with our stakeholders about our objectives and targets. If you or your organization are interested in contributing to Microsoft’s sustainability initiatives by recycling your old hardware, please visit your Original Equipment Manufacturers website for more information. To read more about Microsoft’s recycling commitment, visit our website https://www.microsoft.com/en- us/legal/compliance/recycling. Intel® has also committed to creating a more sustainable world through their RISE strategy. The RISE Strategy has a goal to create a more responsible, inclusive, and sustainable world, enabled through technology and collective actions. Intel® practices responsible business across their global manufacturing operations, value chain, and beyond. Through the RISE strategy, Intel® aims to create a more, diverse and inclusive workplace by continuing to expand opportunities within. Intel® empowers and enables its employees and customers to create a more sustainable world and reduce their carbon footprint. To learn more about Intel®’s RISE strategy, visit their website https://www.intel.com/content/www/us/en/corporate-responsibility/2030-goals.html. 5 1 2 3 6 4
- 21. Footnotes 1 Before the Coronavirus, telework was an optional benefit, mostly for the affluent few, Pew Research Center March 20, 2020. 2 Working from Home during the Coronavirus Pandemic: The State of Remote Work, Clutch, April 16, 2020. 3 New Windows 10 PCs are a strategic investment for SMBs in the modern world of work, Techaisle, October 7, 2020. 4 A Forrester Total Economic Impact™ Study Commissioned By Microsoft, 2020. 5 As contained in a report by Intel® 6 Surface Go and Surface Go 2 use a third-party UEFI and do not support DFCI. DFCI is currently available for Surface Pro 7+, Surface Laptop Go, Surface Book 3, Surface Laptop 3, Surface Pro 7, and Surface Pro X. Find out more about managing Surface UEFI settings 6 1 2 3 4 5
Editor's Notes
- The SMB customers we are talking about represent a huge market – they make up >90% of global businesses.1 The segment we’re focusing on today have 25-499 employees. They have dedicated IT staff. Technology decisions are most often made by the business owner or the IT Pro. In general, business owners tend to be most concerned with the productivity of their workers, their data security, and they want to know they are making wise spending decisions. IT leaders tend to focus on making sure their company’s devices, data, and user identities are secure, that they can manage their tech infrastructure simply and efficiently, and that employees are able to work productively from virtually anywhere. Small- and medium-sized businesses have been especially hard hit by the pandemic, and many have adopted remote or hybrid work environments. It’s important for us to keep this context in mind and partner with every single customer to help them get through this time.
- To help put these ideas together, we have developed an elevator pitch – a quick, 30-second sound bite that captures your customers’ attention and captures the key ideas in this campaign: “During these challenging times, aging devices can hold your business back. Invest in modern devices to stay agile and productive in today’s business environment. Give your hybrid team the tools to work confidently and securely—whether they’re at the boardroom table or the kitchen table. Get built-in security features, remote management, and productivity tools with Surface devices equipped with Intel® and Microsoft 365.”
- There are some important facts to keep in mind about what the business world is like right now for your customers. The pandemic has shown them that they need to be agile to survive. 59% of surveyed SMBs CEOs believe agility is the new currency. 1 With 79% on the path to digital transformation that means they are embracing hybrid work and are increasingly concerned about three areas: productivity, security, device management.1
- Even before COVID, we saw trends telling us that having advanced technology tools helps businesses stay competitive. And as this last year has shown, organizations must be agile to handle what comes next – whether we expect it or not.
- Recent studies show that SMBs recognize technology as critical to their business success: 87% of surveyed SMBs consider improving employee productivity a critical priority for their business in the next 12 months.2 67% of surveyed SMBs experienced a security breach resulting in an average 3.3% revenue loss. 1 64% of surveyed SMBs indicate technology is a primary factor in pursuing their business objectives. 3
- With Surface devices equipped with Microsoft 365 and Intel, these are the types of productivity gains your customers can expect: 2 hours gained per day gained through improved collaboration. 4 49 minutes saved per day with more efficient joining to meetings. 4 38 minutes saved daily due to improved collaboration tools and experiences. 4 Altogether, it means employees get more done in less time and have fewer tech problems. One of the key things to mention when discussing productivity is that business-class collaboration and productivity tools are built into Surface devices. From multitasking to empowering your remote team to be more productive, Surface devices powered by Intel help your customers achieve more. Here are a few benefits that Surface devices offer for enhancing productivity. Here are some specifics: High-quality video conferencing enabled by Studio Mics, Dolby® Audio™, HD cameras, and Intel® Clear Video HD Technology. SSD bootup for faster startup, so you get right to work without delay. Extended battery life so you can be productive all day on the go. Windows Hello enables biometric sensors that recognize your face or fingerprint so you can sign-in faster and more securely. More ways to interact with your devices and collaborate more freely with, digital inking and touchscreen technology and extend flexibility with peripherals enabled by Intel® Thunderbolt™ 4 technology.
- Last year alone, 67% of SMBs experienced a security breach that cost, on average, 3.3% of their revenue.4 That’s a big risk to both profitability and reputation, and it shows how critical strong security protections are for businesses. Surface devices equipped with Intel devices help business owners by preventing identity attacks, minimizing phishing, and reducing the risk of malware attacks. These are all common ways that bad actors steal business data, steal personal information, or hold our devices hostage in exchange for huge amounts of ransom money. The most important information for your customers is that these modern devices help guard against security threats and save on security hours. They come with built-in protections for customer devices, business data, and identities. And they help secure business information and personal identities even on lost or stolen devices. Here are more specifics about the key features of these modern devices: Quickly and easily encrypt data with a physical Trusted Platform Module (TPM) on Surface devices. Intel® Total Memory Encryption protects data against cold-boot attacks. If a Surface removable SSD is tampered with, the device will shut off power. Intel® Trusted Execution Technology enables an environment where applications can run within their own space, protected from all other software on the system. Intel® Boot Guard helps protect the system’s pre-OS environment from viruses and malicious software attacks.
- Simplified, cost-effective, remote management is very important to many businesses, especially for IT pros, who are responsible for handling technical problems and safeguarding their business. That’s especially true now with the rise of remote work, even among additional worker roles. For example, Firstline Workers such as customer service associates work from home now, field technicians spend even less time in the office, and restaurants and retail organizations have adopted or expanded delivery models. These data points highlight the benefits of these modern devices: They have fewer IT issues and many can be dealt with remotely, so they free up your IT team. They are easy to set up with hands-free provisioning. They give your IT team the tools to be more efficient. When it comes to device management, the key information for your customer is that these modern devices save IT teams time and money with out-of-the-box deployment and remote management capabilities. That means IT teams can easily monitor, repair, and protect their business’s hardware, even when they are working remotely. Here’s more information about features that come built into every Surface device equipped with Microsoft 365 and Intel: Implement new, agile methods of device deployment and management that help improve IT efficiency. Eliminate time-consuming deployment tasks and deploy straight to users with Windows Autopilot zero-touch deployment and unified management. Control update rollouts in less time with Microsoft Endpoint Manager. Reduce the time, cost, and complexity of managing multiple devices per user. A two-in-one Surface device can transform from laptop, to tablet, to portable studio, eliminating the need for additional devices.
- As you go through the customer journey, you are likely to hear objections. Objections are not necessarily a bad thing. They can be a sign your customer is actively considering a purchase. You just need to successfully navigate any objections or questions they may have.
- Older devices actually cost on average 3.3x more to own and maintain than modern ones.1 There are hidden costs to owning older PCs: 3.8x less productivity 1 4.5x frequency of problems, on average 1 Older devices leave your company more vulnerable to security breaches: Last year, 67% of SMBs experienced a security breach.1 Each incident cost ~3.3% of revenue.1 Surface devices equipped with Intel include high-quality video conferencing right out of the box plus touchscreen capabilities and faster boot times. Older devices can’t unlock the full productivity and security tools and features of modern Surface devices equipped with Microsoft 365 and Intel.
- Here’s what you can say to customers who don’t think they need a refresh. You may feel like your devices work, but you’re missing out business-critical benefits. There are big performance and cost advantages to buying Surface devices equipped with Intel, not to mention the expense of holding onto slower, less efficient, older ones. Older devices can cost two full weeks of productivity per year! 1 Surface devices allow employees to work with fewer interruptions. Get more done by saving time with better experiences 4 See a 17% decrease in endpoint security spending 4 and 14% decrease in spending on device management. 4 Save 3.75 hours on provisioning time per device and 3.25 hours per device deploying updates. The total cost of ownership are 3.3x higher for older devices. 4
- Talk Track Footnotes 1 New Windows 10 PCs are a strategic investment for SMBs in the modern world of work, Techaisle, October 7, 2020. 2 SMBs: Your Tech Choices Impact The Employee Experience, Whether You Plan For It Or Not, Lenovo Forrester 2019. 3 Tech Buying Trends Among Small & Medium-Size Businesses, CompTIA 2019 4 The Total Economic Impact™ Of Microsoft Windows 10 Modern Devices, Forrester, June 2020.