Six Secrets to Successful SMB Services

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					                  six secrets to successful SMB Services:
                           setting the stage…




Gary Kim
IP Business magazine
Editor in Chief
Garykim.denver@gmail.com
1.303.733.3380
managed services: more complexity, more money
…but you have to operate on the other side of the firewall
There are no “early adopters”…
so it has to be “drop dead simple”
Why does Cisco sell through channels?




  It can afford to sell direct to large accounts; it can’t when selling SMBs.
  The implication: advanced managed services require VAR-style support
but today’s real stars are…




            Becky Watson, Program Manager, Stratecast
            Chris Carabello, Director of Marketing, MetaSwitch
The SMB Voice Services Opportunity




                 Becky Watson,
                 Program Manager,
                 Communications Infrastructure
                 and Convergence
                   Agenda

• The SMB Opportunity
• Communications Service Provider (CSP)
  Successful Voice Solutions
• Business Voice Services and Features
• CSP Success Criteria
The Small-Medium Business Voice Opportunity
      Small Business Market                The SMB market is very
         Characteristics                         LARGE
 •   SMBs want personalized service, a
     person and a local presence, not
     just a voice
 •   SMB sales cycles are shorter so
     efficient processes are required
 •   SMBs typically have one or a few
     locations in a CSPs footprint.
                                                               SOHO (1-4 workers)

                                                               Small (5-19)
     There is minimal call to support                          Med (20-499)

     “out of region” offices which
     enables the CSP to get all the
     business
 •    SMBs want reliable and affordable
     services that meet their individual
     business needs
 CSP Successful Voice Service Solutions
More:
• Value to the customer
• Associated services               CSP
• Revenue per customer           Services
  through services
• Features and complexity Hosted PBX: Complete
•CSP Responsibility       phone solution with legacy
                          PBX features, IP/ PSTN
                          access, and end-to-end
                                  support

               Trunking Services: Emulates PRI or T1
              Trunking to support legacy key systems and
                   PBXs or SIP trunking for IP PBXs


 Commercial POTS: Business Lines with baseline residential
 features plus business enhancements of Hunt, Extension dialing,
 Unified Messaging, auto-attendant, and conferencing
Business Voices Services and Features
   Businesses require additional features, capabilities, and technologies
                                              Commercial    Trunking   Hosted PBX
Function                                        POTS
Voice‐capable IP access network                  ●             ●           ●
SIP termination                                  ●             ●           ●
PSTN gateway                                     ●             ●           ●
Voicemail                                        ●                         ●
E‐911 support                                    ●             ●           ●
CALEA support                                    ●             ●           ●
Billing infrastructure                           ●             ●           ●
Hunt group functionality                         ●                         ●
Auto‐attendant (‘Store hours are…’)              ●                         ●
Fax service                                      ●                         ●
Audio / web conferencing                                       ●           ●
E‐mail integration / Unified Communications                                ●
Toll‐free inbound calls (800 service)                                      ●
Trunk interfaces (e.g., PRI, T1, SIP)                          ●
Key System/PBX certifications                                  ●
SIP extensions for calls on shared trunks                      ●
Shared call appearance                                                     ●
Trunk sharing among handsets                                               ●

Find me/follow me, simultaneous ring                                       ●
Unified Communications                            ●            ●           ●

Moves, adds, changes management                                            ●
              CSP Success Criteria

• Commitment to Customer
• Reliability of Services
• Efficiency of Processes
• Knowledgeable, accessible multi-faceted
  Customer Support
• Future proof services and features capabilities
                                             THANK YOU!

About Stratecast
Stratecast directly assists clients in achieving their objectives by providing critical, objective and accurate strategic insight, in a
variety of forms, via an access-and-industry-expertise-based strategic intelligence solution. Stratecast provides communications
industry insight superior to a management consultancy, yet priced like a market research firm. Stratecast’s product line includes:
Monthly Analysis Services [Communications Infrastructure and Convergence (CIC), OSS/BSS Competitive Strategies (OSSCS)),
Consumer Communication Services (CCS), and Business Communication Services (BCS)]. Weekly Analysis Service [Stratecast
Perspectives and Insight for Executives (SPIE)], Standalone Research, and Business Strategy Consulting.

About Frost & Sullivan
Frost & Sullivan, a global growth consulting company founded in 1961, partners with clients to create value through innovative
growth strategies. The foundation of this partnership approach is our Growth Partnership Services platform, whereby we provide
industry research, marketing strategies, consulting and training to our clients to help grow their business. A key benefit that Frost
& Sullivan brings to its clients is a global perspective on a broad range of industries, markets, technologies, econometrics, and
demographics. With a client list that includes Global 1000 companies, emerging companies, as well as the investment community,
Frost & Sullivan has evolved into one of the premier growth consulting companies in the world.

                                                CONTACT US
       For more information, visit www.stratecast.com, dial 877-463-7678, or email inquiries@stratecast.com
Six Secrets to Successful SMB
          Services:


         Chris Carabello
       Director - Marketing
             MetaSwitch:
The leading developer of switching and
      applications solutions for
       next-generation networks
                        MetaView
                         Network
                        Management



       MetaSwitch              MetaSphere
        Class 4 / 5             Application
        Softswitch                Suite
  Centrex features
   Business groups
   Flexible routing
Regulatory compliance
              Moving Up the Value Chain
Value




                                                Managed
                                                Services
                                                 & FMC
                                       Multi-site
                                      teleworkers
                                  Hosted
                                   PBX
                           Flex
                            T1                      Need to move to here
                     PBX                            • Increased Revenue
                      T1                            • Stickier Services
        Individual
           lines


                                                     Implementation difficulty
                Whom do you think of as a
                 business VoIP provider?




Savatar, 2007
        Selling’s The Easy Part ?

“Closing the sale is the natural conclusion to
everything you have done in the process
that is correct and effective”
                               Tim Connor
                               The Soft Sell
     SECRET # 1

KNOW YOUR CUSTOMER
SMB Value Proposition
                 Product
        “These specific features will
       help you be more productive”


             Management
             “This will make your
          life simpler and easier.”


              Economics
         “When you consider all the
   factors, the cost is competitive to what
    you currently pay for voice and data.”

            Prerequisites
          “It’s high quality service,
        that’s reliable, and let’s you
              keep you number.”
    SECRET # 2

  BUILD THE RIGHT
PRODUCT PORTFOLIO
                   Core Feature Demands
                Since installing your VoIP system, what new features do you use?




Savatar, 2007


                                      < 100 employees
Beyond Trunking & IP Centrex
           Web-based Communications
                 Management
            Contact management and
                synchronization
             Incoming Call Manager
           PBXs within Business Groups
                XML Applications
                Web 2.0 Mashups
     SECRET # 3

DELIVER CARRIER GRADE
     TELEPHONY
Reliability


              Voice Quality
              Management




         Diagnostics Server
     SECRET # 4

IDENTIFY AND BUILD A
   SUCCESFUL AND
  REPEATABLE SALES
      PROCESS
                From whom did you purchase
                    your VoIP system?




Savatar, 2007
     SECRET # 5

    ENSURE YOUR
 ORGANIZATION CAN
DELIVER & MANAGE THE
END-TO-END CUSTOMER
     EXPERIENCE
                Competitive Sales Process – Worst in
                               Class




Savatar, 2007
    SECRET # 6

  STREAMLINE THE
    PROCESS OF
 PROVISIONING AND
MANAGEMENT OF CPE
Deployment & Management




             SIP Provisioning
                  Server
THANK YOU

   Chris Carabello
 Director – Marketing
    510-217-2019
 cdc@metaswitch.com
 www.metaswitch.com