Docstoc

Computer Maintenance Agreement - PowerPoint

Document Sample
Computer Maintenance Agreement - PowerPoint Powered By Docstoc
					           Strategic Management Forum

Maintenance Agreements Equals Monthly Residual Income
              and Equity For Your Business

                      Facilitator:
                 Heather D. Blease
                   Savi Systems
                                             Instructor: Heather D. Blease
                                                             Savi Systems
                                                    South Portland, Maine




Digital Equipment Corporation
Design Engineering, Mfg, Management
Envisionet Computer Services
Founder, CEO, Chairman, $30M,
2500 employees, Venture Capital
Consultant
Executive Mgmt, Custom Retail, Technology,
     Financing
Savi Systems
Savi Integrated Systems, Savi Energy
INTRODUCTIONS
OBJECTIVES

             1. Why a Service Maintenance
                Agreement?

             2. Definition of Service Maintenance
                Agreement

             3. Discussion of Service Maintenance
                Terms

             4. Positioning and Selling Service
                Maintenance Agreements

             5. Practice within a group
AGENDA

I.     Session Overview

II.    Define our Learning Objectives

III.   What is a Service / Maintenance Agreement?

IV.    How to position, price and sell to the client

V.     The Agreement

VI.    Trying it together - working group lesson

VII.   Questions and Answers
SERVICE MAINTENANCE AGREEMENTS – WHY?

                1. Recurring Revenue Stream & Customer Long-
                      Term Satisfaction
                        A.   Predictable

                        B.   Reliability Guaranteed

                        C.   Cash flow machine

                        D.   Security, Cell phone company examples

                        E.   Adds Value to Company (exit, financing)

                        F.   Add Value to relationship with client –
                             NOT A BIG BOX EXPERIENCE; a
                             relationship!
AGENDA

I.     Session Overview

II.    Define our Learning Objectives

III.   What is a Service / Maintenance Agreement?

IV.    How to position, price and sell to the client

V.     The Agreement

VI.    Trying it together - working group lesson

VII.   Questions and Answers
DEFINITION OF AN EXTENDED WARRANTY


I.    feasible
II.   iPod - Get the most from your iPod for two years from its original purchase date with the award-winning AppleCare Protection Plan. You get

      telephone technical support from our experts for questions about using your iPod, and you get global repair coverage ム both parts and labor ム on your

      iPod, its battery, and included accessories. iPod coverage: $59



      Mac OS System - The AppleCare Premium Service and Support Plan covers both Xserve hardware and Mac OS X Server software. Get

      up to three years of expert telephone and email support and onsite hardware service to keep your Xserve system up and running. If you

      experience a problem, Apple technical support experts are available 24 hours a day to help you determine if it's a hardware failure or a

      Mac OS X Server configuration issue. In either case Apple's support staff will work to get your system up and running as quickly as

      possible. And because Apple's hardware and software are uniquely integrated there's only one AppleCare number to call.The AppleCare

      Premium Service and Support Plan delivers expert telephone and email support with 30-minute response time--24 hours a day, seven

      days a week. The hardware repair coverage ensures four-hour onsite response during business hours and next-day onsite response after

      business hours (terms apply). Onsite response time and availability of onsite service depend on your location. With the AppleCare

      Premium Service and Support Plan, you'll have the assurance that Apple-authorized technicians will perform repairs using genuine Apple

      parts. MacIntosh OS Operating Sytstem AppleCare coverage cost: $950
DEFINITION OF A SERVICE MAINTENANCE
AGREEMENT

      . . . It is not about the equipment

      component repair.



      …It is about the complete experience

      when a problem does occur.



THE WARRANTY COVERS THE EQUIPMENT;



THE MAINTENACE AGREEMENT COVERS THE

      SYSTEM
WHY TIME AND MATERIALS DOES NOT WORK



   . . . Not worth the risk
        WHAT DO CUSTOMERS REALLY WANT AND EXPECT?


I.       Quick Responsive Service Time

II.      No Budgetary surprises

III.     Ease of purchase / under the radar

IV.      Support without question or hesitation

V.       Proactive service with quarterly visits

VI.      Value meets their needs (7/24)

VII.     Reduce Client Real Risk; perceived Risk

VIII.    Instant Loaner
AGENDA

I.     Session Overview

II.    Define our Learning Objectives

III.   What is a Service / Maintenance Agreement?

IV.    How to position, price and sell to the client

V.     The Agreement

VI.    Trying it together - working group lesson

VII.   Questions and Answers
DESIGNING THE CORRECT PACKAGE



I.     The presentation package determines

       mediocre or great results.

II.    What’s in a name?

III.   One plan or various packages?

IV.    Existing Clients or New Client, how to sell to

       both.
     THE OFFER


        1. The Presentation
    Make a professional brochure that
     clearly outlines the different
     levels of coverage

    Looks professional
    Adds credibility to the plans being
     offered
    It empowers the client to make the right
     choice for their budget and individual
     needs
THE OFFER


 2. Choices

    VIP

    Preferred

    Standard
THE OFFER

3. One plan or various
packages?
CONSIDERATIONS

Preventive Maintenance and Support:
(proactive and reactive service)

         New Clients

         Existing Clients

         COMMISSION FOR PMA SALES

         HAPPY CUSTOMERS = REFERRALS


          A good reason to contact clients

                Past, new big box failures, competitors

          Instant revenue generation

          Up-sell
    PRICING CONSIDERATIONS
    Preventive Maintenance Agreement



    New Clients (% OF SALE)

    Existing Clients (Survey of
     client system, fixed $ annually
     or monthly, etc.)
PRICING ON LEGACY SYSTEMS

Algorithm for service on old jobs :

   Age of install (A);
   plus number of foreign sports cars in garage (S);
   divided by Miles from Ocean (O);
   equals Rate (R)

                  A + S /O = R
PRICING LEGACY PREVENTIVE MAINTENANCE
AGREEMENTS
Client Survey:                Legacy PMA Checklist
                                              Account details
                Client name                Partner                    Phone number




                Location                   Seasonal/Primary           Call date




                Sales Person               Lead Source                Call time




                                                     Purpose
                Legacy PMA system information intake. The value - the peace of mind that
                the client’s equipment will be in our hands – capable, respectful,
                knowledgeable hands.
                Their prized possession will perform better, and last longer with Savi‘s
                expertise.

                                               Lifestyle Notes
                Entertainment Interests:                 Technical Prowess/Interest:
    PRICING LEGACY PREVENTIVE MAINTENANCE
    AGREEMENTS            System Automation Whole House Audio




Client Survey:
                                      Lighting Control       Televisions
•     Estimate hours
      multiplied by labor
      rate
                                           Pains                Loves
•     Establish a minimum
      charge
•     Collect $
      Automatically -
                                   New Technology?? Fears   Recent Upgrades
      reoccurring revenue
•     Upsell, upsell, upsell
AGENDA


I.     Session Overview

II.    Define our Learning Objectives

III.   What is a Service / Maintenance Agreement?

IV.    How to position, price and sell to the client

V.     The Agreement

VI.    Trying it together - working group lesson

VII.   Questions and Answers
DESIGNING THE PACKAGE FOR NEW CLIENTS



    New Clients -

        I.     Seamless integration. Installation and service is one and the same.

        II.    Leverage key features and benefits to win sales.

        III.   Sales force integration via compensation incentives

        IV.    Not an option - essential element in the sale.

        V.     Use a matrix table to show the benefits and need.

        VI.    Make it easy to sign. Same contract document as the sale.
PRESENT AND SELL THE FULL SERVICE PLAN
DESIGNING THE PACKAGE FOR EXISTING CLIENTS


    Existing Clients

          I.      Research what they pay for T and M service calls.

          II.     Raise your rates for T and M service.

          III.    SA must be shown that they offer a higher level of service.

          IV.     Create awareness.

          V.      Develop a package.

          VI.     Personalized letter.

          VII.    Respond by a specific date - call to action, sense of urgency, expiration of offer.

          VIII.   Must provide and clearly show value.

          IX.     Use matrix table to show financial and emotional benefits.

          X.      Telephone call follow up to the letter invitation. Big accounts a face to face meeting.

          XI.     Test market with key accounts.
Send a letter to your past
clients offering the
maintenance service
packages -

This works exceptionally well with past
clients that have had T&M service calls.

Follow up with a personal phone call to
discuss the letter and plan options.

Make more than one call if you don’t
make contact the first try.
CREATE A BASIC
AGREEMENT


Keep it simple and short.

Clearly outline the services,
performance guarantees, and
limitations to the
maintenance agreement.
CREATE A BASIC
AGREEMENT


Make sure you can deliver
what you promise.
AGENDA

I.     Session Overview

II.    Define our Learning Objectives

III.   What is a Service / Maintenance Agreement?

IV.    How to position, price and sell to the client

V.     The Agreement

VI.    Trying it together - working group lesson

VII.   Questions and Answers
WORKING GROUP: CREATE AN AGREEMENT THAT
SELLS

15-minute Collaboration

Each Share 3 service/maintenance topics that are working well in your

      company

Each Share 3 issues that present challenges within or preventing the

      rollout of Service/Maintenance Agreements

Select group’s top three in Working Well and Challenged Categories.

Discuss Resolutions to Challenges

One spokesperson to share with Class
                              QUESTIONS?



Heather D. Blease
heatherb@savi-systems.com


207-841-3446 (cell)
207-774-2010 (office)

                            Thank you for attending!

                            Please complete the course evaluation!

				
DOCUMENT INFO
Description: Computer Maintenance Agreement document sample