The document summarizes Cisco's SMB-Class Initiative including Cisco Network Assistant 2.0 and Cisco SMB Support Assistant. Cisco Network Assistant 2.0 is an updated network management tool for SMB networks that provides expanded device support, simplified upgrades, and new features. Cisco SMB Support Assistant provides specialized technical support for SMB customers to improve productivity and simplify setup, configuration, and troubleshooting through a dedicated portal and tools. The support program aims to benefit partners through increased revenue, profitability, and customer satisfaction.

1. Cisco Industry Analyst Relations Speaker Series:
CISCO SMB-CLASS INITIATIVE:
Cisco Network Assistant 2.0
& Cisco SMB Support Assistant
Peter Alexander, Vice President Commercial Marketing
Jim Glueck, Vice President Technical Support, Customer Advocacy
April 12, 2005
Session Number
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2. SMB-Class Solutions
Right-Sized Whole Solutions Solving Top Business Challenges
FINANCING
FINANCING APPLICATIONS
APPLICATIONS World-Class
Partners
Technologies
SERVICE &
SERVICE & TRAINING
TRAINING
SUPPORT
SUPPORT
Delivered Through
Best Business Value Best Customer
Experience
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3. Cisco Network Assistant 1.0
40K downloads
since Oct ‘04
Zero cost network management
tool for Cisco SMB-Class networks
Centralized management for Cisco
Catalyst switches, Routers, Network view
PIX Firewalls and Aironet APs
Simplify deployment and ongoing maintenance by
leveraging Cisco Smartports
Embedded configuration best practices
Free download:
www.cisco.com/go/NetworkAssistant
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4. What’s New in Release 2.0?
Available late April
Expanded Device Support
Topology View & x-launch Embedded Device Managers
PIX, AP’s, IP Phones and 6503
Drag And Drop IOS Upgrade
Greatly simplifies device upgrade
Network view
Smartports Advisor
Guided network configuration
Access Point templates
Common Services
Password synchronization across the network
Event collection
Inventory Report
Free download:
www.cisco.com/go/NetworkAssistant
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5. CISCO SMB SUPPORT ASSISTANT—
TECHNICAL SUPPORT FOR SMALL AND MEDIUM
BUSINESSES
JIM GLUECK
VICE PRESIDENT
TECHNICAL SUPPORT SERVICES
CUSTOMER ADVOCACY
Session Number
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6. Meeting the Needs of SMB Customers
ENTERPRISE
SMARTnet
CISCO SMB
SMB Customer Design
Needs Criteria
SUPPORT
• Ease of use, • SMB friendly
ASSISTANT
Simplicity • Self-help
• Productivity automation
• Manageability • Make simple
things simple
SMB
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7. Cisco SMB Support Assistant:
Specialized Support for the SMB Customer
• With less than 250 employees
• Who use the most common SMB
networking solutions
• Who need to improve productivity with
essential networking support
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8. Tailored To End User Needs
Customer Need Cisco SMB Support Assistant
Electronic productivity
SMB Portal/client tools
tools/ resources
Advance replacement parts Next business day
Live technical support 8 X 5 SMB TAC
Live support languages 8 languages
(70%+ market coverage)
OS maintenance OS maintenance only
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9. Cisco SMB Support Assistant Availability
General Availability November 2004 in most countries in APAC and Latin America. Availability in
Australia and New Zealand February 2005
General Availability April 4 in North America and most European countries
Countries not available as of April 4th: China, India, Taiwan, Chile, Argentina, Peru, Bolivia, Paraguay, and Uruguay.
Not planned: Japan
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10. Cisco SMB Support Assistant Delivers
Simplicity
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11. Cisco SMB Support Assistant Delivers
Simplicity
Set up and
Configure
Configuration and Set up
Before After
40 clicks to 25 different 1 Portal pre-configured
web sites for products with appropriate
and technologies products
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12. Cisco SMB Support Assistant Delivers
Increased Productivity
Troubleshoot
and get Support
Password Recovery
Before After
17 steps 4 Steps
60 minutes 5 minutes
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13. Cisco SMB Support Assistant Delivers
Manageability
Manage inventory
and monitor
contract status
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14. The Value to the Partner
REVENUE GROWTH
• Allows them to serve new markets
• More effective contract management
for renewals
INCREASED PROFITABILITY
• Productivity tools benefit the partner
as well as the customer
CUSTOMER SATISFACTION
• Customers with support contracts
have higher satisfaction levels than
those without
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15. Summary
Simplicity Growth
Productivity Profitability
Manageability Customer Satisfaction
CUSTOMER PARTNER
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16. Q AND A
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