Docstoc

CarePaq FastStart sales training presentation _ppt_

Document Sample
CarePaq FastStart sales training presentation _ppt_ Powered By Docstoc
					Better Answers.




       Welcome . . .
                  Agenda
Better Answers.


                     Overview
                          Industry trends
                          Reseller Kit
                     CAREPAQ Services
                          How CAREPAQ Can
                           Support You
                          Expanded CAREPAQ
                           Portfolio
                             –   Hardware Support
                             –   Software Support
                             –   NOS Support
                          Installation & Startup
                  Compaq Services Your Partner in
                  a World Without Boundaries!
Better Answers.

                  When you make Compaq your partner, you leverage the
                  knowledge and resources of one of the largest, most
                  experienced service organizations in the business.


                  As a global service and support provider
                  Compaq is committed to:
                     Maintaining a world-class channel service
                      program
                     Continuing to create services that are
                      complementary to our Partners service
                      offerings and capabilities
                     Ensuring our Partners are successful!
                  A Word From An
                  Industry Expert!
Better Answers.




                  Robert M. Johnson
                  VP Advisory Services
                  Information Technology Services
                  Marketing Association
                  Your Customers’ IT Challenges
Better Answers.


                     Achieve optimal performance, security and
                      AVAILABILITY
                     Ensure fast, effective response and
                      problem resolution
                     Prevent problems BEFORE they occur
                     Ensure software is supported and updated
                     Maximize productivity
                     Purchase the right level of support
                  The Value Compaq Services
                  Can Bring YOU!
Better Answers.


                     Services are key margin
                      contributors
                     Services enable you to extend
                      your reach
                     On-going account presence
                      and loyalty
                     Leverage server sales
                      What The Industry
                      Experts Are Saying!
Better Answers.


                     Services represent an average of 51% of
                      customer’s IT spending.
                           Lifecycle services in the desktop management space is
                            seeing a 23% growth rate.

                     80% of all services sold are sold at the time of
                      product sale.

                     If we attach 20-50% of the time…
                           Services GM = 28-32%

                           Product GM = <10%
                  Source: Gartner Group
                  Analysts on The Service Market
Better Answers.




                     Size of opportunity is large enough to share
                     Customers need Solutions not just Products
                     Combining product and service on average
                      increases margin 15% on solution sale
                  CAREPAQ Services
Better Answers.




                          Complementary...
                          Easy to Sell...
                          Easy to Purchase…
                          Adds to Profitability...

                          Packaged Services
                          from Compaq
                  Conveniently Packaged
Better Answers.



                            Certificate with Unique
                            Number


                            Terms & Conditions


                            Service Description


                            User’s Guide

                            Registration Form
                            (also via internet)
                      3 Reasons to Register Services
Better Answers.



                     Increase customer satisfaction and
                      strengthen customer loyalty
                     Helps us achieve Service excellence
                     Ensure replacement parts are stocked and
                      your customer receives the right part, at the
                      right place, at the right time
                  New Enhanced Service
                  Registration Tools
Better Answers.



                     New Enhanced Web-Based Services Registration Tool
                      http://www.compaq.com/services/registration
                      Utilizing this enhanced web-based tool…
                      CAREPAQ registration is quick and easy.
                     New Centralized Telephone Registration Group -- 1-800-407-
                      6210 connects the caller to a centralized registration group that will
                      enter the registration into the Compaq Services Registration
                      Database.
                     Multiple Services Registration Electronic Format – to simplify
                      and streamline electronic submissions from Compaq partners, the
                      registration database will accept several standard file formats that
                      will be automatically loaded into the Compaq Services Registration
                      Database.
                  CAREPAQ Increases Revenue & Profit
                  Example: 4-Hour On-Site Service for ProLiant 3000 - One Unit

Better Answers.

                                                        Reseller A    Reseller B
                                                       No CAREPAQ     CAREPAQ
                   HARDWARE SALES
                         Units                                1             1
                  Revenue (~$4000/unit)                  $4,000        $4,000
                      Profit (~5%)                         $200          $200
                   CAREPAQ SALES
                          Units                               0             1
                  Revenue (~$2100/unit)                      $0        $2,100
                      Profit (~18%)                          $0          $378
                    RESELLER INVESTMENT                      $0             $0      0%
                    GROSS SALES REVENUE                  $4,000        $6,100      53%
                    GROSS PROFIT                           $200          $578      189%
                    GROSS MARGIN                          5.0%           9.5%      90%
                    More Units to Match Margin $              2

                   These are assumptions and may not
                   represent reseller sales figures.
                  CAREPAQ Increases Revenue & Profit
                  Example: 4-Hour On-Site Service for ProLiant 3000 - 25 Units

Better Answers.

                                                        Reseller C     Reseller D
                                                       No CAREPAQ      CAREPAQ
                   HARDWARE SALES
                         Units                                 25             25
                  Revenue (~$4000/unit)                  $100,000       $100,000
                      Profit (~5%)                         $5,000         $5,000
                   CAREPAQ SALES
                          Units                               0              25
                  Revenue (~$2100/unit)                      $0         $52,500
                      Profit (~18%)                          $0          $9,450
                    RESELLER INVESTMENT                      $0             $0       0%
                    GROSS SALES REVENUE                  $100,000       $152,500    53%
                    GROSS PROFIT                           $5,000         $14,450   189%
                    GROSS MARGIN                          5.0%            9.5%      90%
                    More Units to Match Margin $              50

                   These are assumptions and may not
                   represent reseller sales figures.
                  CAREPAQ Qualifying Questions
Better Answers.


                     What is the impact on your business if a
                      server goes down?
                     What is the cost of downtime to your
                      business?
                     How do you handle hardware and software
                      installations?
                     How do you support desktop PC
                      applications across your business?
                      CAREPAQ Portfolio
Better Answers.

                  Five Service Categories
                     Hardware Services - Upgrades service response times
                      to ensure your customers maximum uptime
                     Warranty Extensions - Protect your customers’
                      hardware investment by extending the terms of the
                      Standard Limited Warranty
                     Software Services - Provides your customers with
                      Help Desk support services on over 200 software
                      applications
                     Installation / Start-up Services - Offers quick
                      implementation of your customers new computer
                      technology

                     Business Solutions (NEW)     - Furnish your customers
                      with a single point of contact for hardware and software
                      integration needs
Better Answers.



                  Hardware Services

                  Upgrades service response
                  times to ensure your customers
                  maximum uptime
                  Warranty Attributes
Better Answers.


                     Servers
                      3 year, 2nd business day, on-site, best effort
                     Professional Workstations
                      3 year
                          1st year, 2nd business day, on-site, best effort
                          2nd & 3rd year, parts ONLY
                     Desktop
                      3 year
                          1st year, 2nd business day, on-site, best effort
                          2nd & third year, parts ONLY
                     Portables Support
                          1or 3 year, 2nd business day pick-up or delivery.
                    CAREPAQ Portfolio
Better Answers.




                                               Portable Desktop Workstation Server Storage UPS
                       Warranty                                  1
                       Extension

                   Next Business Day                                                              2
                        On-Site

                       9x5 4-Hour                                                                 3
                        On-Site

                      24x7 4-Hour                                                                 3
                        On-Site

                  Priority Service Plan

                  Hardware Installation




                  1 - also available for monitors 2 - Prosignia Servers Only 3 - one year contracts available for installed servers
                  Warranty Protects the Hardware Investment
                  Services Protect the Business Investment
Better Answers.

                   What your customers                    What your
                   get with the warranty                customers need

                     Hardware Protection Against      Protection Against
                      Manufacturer Defect               Hardware Downtime

                     Parts & Labor                    7X24 Hardware Repair

                     Second Business Day              4-Hour On-Site Response
                      Response for Replacement         Continuous Effort Repair
                      of Components
                                                       Software & NOS Support
                     Best Effort Repair
                                                       Installation & Startup
                     No Software or NOS Support        Services
                     No Installation
                  Hardware
                  CAREPAQ Services
Better Answers.


                     Installed Base Server
                         Proliant Servers and Disk Storage Subsystems
                     Portable
                         New Next Business Day On-site Coverage on
                          Compaq Armada & Prosignia
                     Storage
                         New 24X7 and 9X5 Coverage on Fiber Channel
                          Storage and DLT Tape Library
                     Warranty Extension
                         Desktop, Monitor, Portable
                    CAREPAQ for Installed Servers
Better Answers.



Market:            Servers currently under warranty                     450,000 units
                   Percentage sold without uplifted support             70%
                   Opportunity to sell Installed Server CarePaqs        300,000+ units
                  This offer:
                  • Provides a one year, 4 hour response uplift to
                    servers under warranty
                  • Can be sold any time within year 2 or year 3 of
                    product warranty
                  • Expiration of this service is 12 months from date
                    of purchase.
                  Service is available on:
                  • Proliant Servers
                  • Proliant Disk Storage Systems, Fiber Channel Storage,
                     DLT Tape Library
                  • Power Supply (UPS)
                  Desktop & Monitor Warranty
                  Extension CAREPAQ Offerings
Better Answers.



                     Sell with Compaq Delivering Service
                          Increase revenue and margin

                     Sell and You Deliver Service*
                          Increase revenue from selling CAREPAQ
                           …PLUS
                          Increase service revenue opportunity up to
                           $90.00 per event

                       * Available to Authorized Service Providers or System Service Providers
                  Desktop Warranty Extension CAREPAQ
                  Can be Provided by Partners
Better Answers.



Market: Compaq will ship 2.5+M desktop units in 1999
                  Compaq Desktop Warranty Extension CarePaq now enables
                  Compaq Authorized Service Partners to sell and deliver
                  warranty services on-site for 3 years.

                  This offer:
                  • Provides 3 years, 9X5, 2nd business day response

                  With this service you can:
                  • Maintain your account presence
                  • Significantly augment your services profitability
                    - Selling and delivering!

                  Note: This offer is for desktop only; does not include monitor.
                  Monitor Warranty Extension
                  CAREPAQ Provided by Partners
Better Answers.


                  Compaq Monitor Warranty Extension CAREPAQ now enables
                  Compaq Authorized Service Providers to sell and deliver
                  warranty services on-site for 3 years.

                  This offer provides:
                  • 3 years, 9X5, 2nd business day response
                      Available for: CRT <=21”, <=24” and
                                            TFT <=15” TFT, <=18”

                  With this service you can:
                  •   Maintain your account presence
                  •   Significantly augment your services profitability
                      - Selling and delivering!
                  Portable CAREPAQ
                  Service Offerings
Better Answers.


Market: Compaq will ship 725k+ portable units in 1999
                     Warranty Extension
                         3 years second business day pick-up


                      For the Armada and Prosignia portables . . .

                     Next Business Day On-site Service
                         5X9 Next day response for maximum uptime
                         Increase your profits and customer satisfaction with:
                            –   Compaq Field Technician Expertise and Extended Coverage
                  Benefits of Servicing and Selling Desktop
                  and Monitor Warranty Extension CAREPAQS
Better Answers.



                     Gain Account Control
                     Increase revenue generating opportunities with
                      Pay for Performance Plan
                     CarePaq packaging simplifies the sale,
                      purchase, registration & administration
                     Eliminates investment in service marketing
                     Leverages the Compaq brand name
                  Recap - Agenda
Better Answers.


                     Overview
                          Industry trends
                          Reseller Kit
                     CAREPAQ Services
                          How CAREPAQ Can
                           Support You
                          Expanded CAREPAQ
                           Portfolio
                             –   Hardware Support
                             –   Software Support
                             –   NOS Support
                          Installation & Startup
                  Analyst on NT
Better Answers.




                     O/S of the Future
                     “Investment” Expense for Support
                          MCSE’S

                     Customers Developing Critical
                      Applications
                     Rapidly Changing as it Evolves
Better Answers.




                  Software Services

                  Provides your customers with Help
                  Desk support services on over 200
                  software applications
                  Client Software Support
                  CAREPAQ Service
Better Answers.



                                      Quick access to technical
                                       expertise on over 200 of the
                                       most popular desktop
                                       applications 7x24x365


                    Direct connection to a software support
                     specialist in less than 60 seconds
                    Purchase pre-paid time banks, PIN Technology

                    Easy time replenishment

                    1-800 direct access from U.S. and Canada

                    Available in two options:

                         Standard and Department
                  NOS Technical Software
                  Support
Better Answers.


                     Two levels of support
                     Cost-effective, single source of support
                      for help desk
                     Access to Compaq service specialists
                      trained and certified by Microsoft
                     Supported Network Operating Systems
                      Include:
                          NT, NetWare and SCO UNIX
                          Over 125 products supported
                  NOS Technical Software
                  Support
Better Answers.



                  Standard Support                     Premium Support
                     9x5, Mon.- Fri.                 24x7
                     125+ products supported         125+ products supported
                     2 hour response during          1 hour response during
                      business hours                   business hours
                     problem identification and      problem identification and
                      resolution, info services,       resolution, info services,
                      answers to point specific        answers to point specific
                      questions on installation        questions on installation
                      and deployment                   and deployment
                     10- and 25-incident             10- and 25-incident
                      CAREPAQ                          CAREPAQ
Better Answers.




                  Installation/Start-Up
                  Services
                  Offers quick implementation of your
                  customers new computer technology
                  Installation/Start-up CAREPAQ Services
                  Reseller Benefits
Better Answers.


                     Releases customer employees for core
                      business work
                     Ensures fast and proper installation of
                      hardware and software
                     Supplements reseller technical staff
                     Allows resellers to focus on higher
                      value-added IT activities
                     Simplifies budgeting for multi-seat
                      project implementation
                  Installation/Startup Services for
                  Windows NT Server
Better Answers.




                        1 Windows NT Server Base Package
                           WNT Acct.    WNT Client        Printer    Fileshare
                           Creation     Integration    Integration   Creation




                            5 Additional NT Server Packages

                      Domain      RAS Config.   RAS Config.   WNT Router   WNT DNS
                    Integration    2 Modems     Model Pool     Config.      Config.
                           1 Windows NT Server Base Package

Better Answers.

                     Installs and configures Windows NT 4.0 on one
                      new server
                     Limited to 2 days of on-site work
                     Basic file, print, and network access services
                     Installs and configures default network protocols
                     Integrates 5 existing, networked clients
                     Formats 1 local printer, fileshare, and 2 local disks
                     Creates 10 user accounts
                     Runs one time system backup
                     Domain creation and/or limited integration
                  Additional NT Packages
Better Answers.


                     Cluster Installation
                     Internet Installation (AltaVista)
                     Microsoft Exchange Server
Better Answers.




                  CAREPAQ for
                  Business Solutions

                  Furnish your customers with a single
                  point of contact for hardware and
                  software integration needs
                  CAREPAQ for Business
                  Solutions
Better Answers.


                     Five integrated business solutions
                         Priority
                         Priority 24
                         Priority Plus
                         Priority Premier
                         Priority Executive

                      Workgroup, Departmental, Enterprise servers only
                  Compaq Priority Service
                  Plan Packages
Better Answers.
                                                                                           Priority-Plus
                           Priority                       Priority 24                 - 24x7 HW - 4 hr. response
                                                                                       - Named HW Engineer
                  - 9x5 HW - 4 hr. response           - 24x7 HW - 4 hr. response       - 24x7 O/S SW Support (NT,
                    Next Available HW Engineer        - Named HW Engineer                NetWare) 1 hr response
                  - 9x5 O/S SW Support (NT,           - 24x7 O/S SW Support (NT,         M-F 8AM-5PM local time
                    NetWare) 2 hr. response             NetWare) 2 hr. response          2 hr. response remaining
                                                                                         hours
                                                                                      - Named SW Account Rep
                                                                                      - SPS Account review




                    Priority-Premier                  Priority Exec Premier
                   - 24x7 HW - 4 hr. response         - 24x7 HW - 2 hr. response
                   - Named HW Engineer                 - Named HW Engineer
                   - 24x7 O/S SW Support (NT,          - 24x7 O/S SW Support (NT,
                     NetWare) 1 hr response              NetWare)
                      M-F 8AM-5PM local time          - Premium Support Team
                     2 hr. response remaining hours   - 30 min response- Critical
                  - Named SW Account Rep              - 1 hr response- non-critical
                  - SPS Account review                - Named SW Account Rep
                  - Proactive Review Management       - SPS Account review
                                                      - Proactive Review Management
                                 Warranty Response Meets Few
                                 Customer Business Requirements
Better Answers.
                                                                                                    Availability Review
                                Business
                                 Critical                                                   Priority Executive
                                 [high]                                                          Premier
          Business Dependency




                                                                                    Priority Plus
              on Hardware




                                Mission                                    24x7 4-hour
                                Sensitive                                On-Site Response
                                                              9x5 4-hour
                                                           On-Site Response
                                  Task
                                 Critical
                                                 9x5 Next Business Day
                                                   On-Site Response
                                   Not
                                Important Warranty
                                  [low] Extensions
                                           Warranty
                                           Response        Next Day              4-hour              2-hour
                                          [best effort]    Response             Response            Response

                                                      Required Service Response Time
                  CAREPAQ Information for
                        Resellers
Better Answers.

                         Reseller Pre-Sales Support
                              1-800-289-9052
                                Online Information
                                      Compaq.com
                      http://www.compaq.com/support/service_offerings/so

                              Compaq Partner Network
                                    http://cpn.compaq.com

                              Compaq Partner Network
                                    http://cpn.compaq.com
                             Services & Technical Help / Products

                       Service Coverage Verification Tool
                   http://www.compaq.com/support/service_offerings/hardware

                                Services Registration
                         http://www.compaq.com/services/registration
                  New CAREPAQ Price List
Better Answers.




                                                            • CarePaq Service Matrix
                   CAREPAQ
                    Service Matrix                            handout supercedes CD-
                                                              ROM file
                                                            • Check for new offers and
                   Part Numbers &
                   List Prices

                                                              price updates on Compaq
                                                              Partner Network:
                                                                  http://cpn.compaq.com
                    Client Software Support
                    Technical Software Support
                     Services for Windows NT     (NEW)
                    NT Installation & Start-Up



                                                                  Services & Technical Help
                     Services (NEW)
                    Monitors (NEW)
                    Desktop PC (Look for     NEW offers)



                                                                  / Products
                    Notebooks/Portables
                    Professional Workstations
                    Servers (Look for NEW offers)
                    Storage (Look for NEW offers)
                    Power Supply (UPS)




                  FastStart II Reseller Handout
Better Answers.




       Questions & Answers

				
DOCUMENT INFO
Shared By:
Categories:
Tags:
Stats:
views:4
posted:12/15/2012
language:Unknown
pages:45