1. No category

Q1FY14 Cloud / SaaS Enablement
Operational Playbook
Linda Shannon
December, 2013
© 2012 Cisco and/or its affiliates. All rights reserved.
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1
• Introduction to SaaS
• Phase 1 Pilot Overview
• Phase 1
– Onboarding
– Marketing
– Commerce & Provisioning
• Configuration
• Quote
• Order
– Subscription Management & Invoicing
• Subscription Management
• Invoicing
– Support
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3
Software as a Service
Term & Content
Subscription & Renewal
Upgrade
Subscription &
Renewal
Market Evolution $
Enterprise Agreements
Perpetual
SW Product
IOS
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Collaboration
Network
Management
Video
Security
Collaboration
software grew
15% year-overyear in 2011.
Collaboration
software grew
15% year-overyear in 2011.
Collaboration
software grew
15% year-overyear in 2011.
Collaboration
software grew
15% year-overIronPort
year in 2011.
Collaboration
software revenue
grew 9% year-overyear in 2012.
$2.1 B
Network
Management
software revenue
grew 35% yearover-year in 2012.
$783 M
Video software
revenue grew 91%
from $268M to
$511M
in 2012!
Security software
revenue grew 27%
year-over- year
in 2012.
$549M
Software revenue grew 16% in 2012 to $5.3B, and is
expected to grow 17% from $4.2 to $6.7 B through FY 14
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Cloud
services will
exceed $36
billion in 2012,
up 28% and
growing four
times faster than
the industry.
- IDC
© 2012 Cisco and/or its affiliates. All rights reserved.
Almost every
organization in
our study intends
to migrate
software to
SaaS—95%
Usage-based
pricing
models for
software will grow
98% in the
expect to invest
significantly.
next two years.
- Gartner
- IDC
Spending on
desktop
virtualization
software
technologies is
forecast to grow
24% annually
through 2014.
- Gartner
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Software delivered and managed
as a service by Cisco (cloud
provider) or a partner (cloud
enabler), wherein the customer
does not acquire the software as
a license to run on its own
systems, but instead, accesses
the software through the internet
(cloud).
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•
Traditionally, customers can either
purchase a software on CD from a
store, via a website or directly from
the software vendors and install the
software themselves
•
In addition to the cost of purchasing
the software, customers pay a
subscription fee or maintenance fee
for further updates such as security
patches or other application
enhancements
With SaaS, rather than purchasing a software license for an application
which might cost thousands of dollars, customers subscribe to an
application from a SaaS provider, access the application via internet, and
pay fee based on the usage of the application.
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9
• Pilot Objective: Leverage Cisco Channels model,
accelerating SaaS enablement and enabling 1T Resellers
to order and manage SaaS subscriptions easily.
•
Pilot Orderability: Contact your PDM for your orderability
date
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•
Cisco and WebEx integration
•
Current business ops do not support true SaaS
•
GPL model for ordering subscriptions via CCW
•
GRA model for order subscriptions
•
Reduce number of SKUs, reduce number of systems used, add dynamic pricing and configuration
•
Utilize CCW Quote, Configuration, Order, Provisioning information
•
Enable Subscription usage and recurring billing
•
Scaled SaaS business model through expansion to Partners
•
Reduced manual processes
•
Improved cycle times
•
Provided consistent buying/ordering for Partners
•
Enabled faster auto renewal, auto provisioning
•
Simplified Configuration, Quoting, and Ordering
•
Improved Cisco and WebEx integration
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11
 Simplifies configuration
experience through a guided
experience and reducing SKUs
by 90%+
Customer/
Partner
Configure an
offer
Provide
provisioning
information
 One connected architecture and
user experience , quickening time
to fulfillment by reducing 5
different systems to ONE
Review and
approve order
Provision
services
Bill
customer/partner
Cisco WebEx
 Increases internal operational
efficiency by reducing 50% of
process steps via simplification
and automation
© 2012 Cisco and/or its affiliates. All rights reserved.
 Automating provisioning
improving time to provision
from 4 weeks to 2 days
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12
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13
Capabilities
Offer
• WebEx Meetings
Offer Type
• True SaaS subscription with usage (telephony, storage)
Ordering
• SaaS offer creation and subscription management in CCW
Subscription System of
Record
• Subscription Billing Platform (SBP)
Pricing
• Attribute-based pricing
Provisioning
• SaaS fulfillment (auto-provisioning)
Subscription Management
•
•
Routes to Market
• 1-Tier partner only at Launch (3 partners- InterCall, Nexus & CDW)
Support Model
• CCW Support provided by CPE
• PSM provides Partner Subscription and Lifecycle management support
(iPortal/SBP)
• Partner owns the entire End-Customer lifecycle: Sales, Marketing, Customer
Support, Technical Support, and Customer Billing
© 2012 Cisco and/or its affiliates. All rights reserved.
Periodic billing with usage components.
Change Subscription in CCW
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This document provides Cisco channel Partners
participating in the SaaS Acceleration Pilot with a
step by step guide to enabling SaaS transactions
and subscription management within the new
business model.
For more program information, visit the SaaS
website:
http://www.cisco.com/web/partners/partner_with_
cisco/channel_partner_program/resale/atp/saas.
html
Onboard to Pilot
Market WebEx Meetings
Order & Provision
Subscription Management
Support
© 2012 Cisco and/or its affiliates. All rights reserved.
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Partner Criteria
Onboarding Activities
Onboarding Key Call Outs
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Congratulations to our
Selected Partners!
SaaS Pilot Partner Criteria
Strategic Alignment and Revenue Growth with Cisco and WebEx
Cisco Inc: 1-Tier SIA
Cisco: Advanced Unified Communications
Valid ICPA
WebEx: GPL with SaaS Addendum or GRA
Cisco SaaS ATP. This training can be accessed through the SaaS ATP program page, or by visiting the
Partner Education Connection
Direct Financing
US only phase 1 (partners and end customers)
Support as-is FTP invoice extraction process for usage reports
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SaaS Pilot Partner Readiness Checklist
Accept invitation and review requirements to join SaaS ATP program
Identify Partner ‘Tiger’ Team (POC / SMEs per focus area)
Validate BID/CID for SaaS Offers
Accept the ICA agreement per user access to purchase in CCW https://tools.cisco.com/ica/
Submit Tax Exemption Certificates per state. Partner legal name must appear on the documents to be
addressed to Cisco WebEx, LLC. Include all the registration numbers for each state and reason for tax
exemption.
Submit CCO IDS needed for CCW ordering and purchasing
Take SaaS Capabilities Training / scheduled by Channel operations
Take product training: WebEx Meetings / scheduled by PDM
Take SaaS Change Subscription Capabilities Training / scheduled by Channel Operations
© 2012 Cisco and/or its affiliates. All rights reserved.
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SaaS Pilot Partner Readiness Checklist
Provide email used to receive invoice notifications
Advise if ‘snail’ mail or ‘email’ or PDF is needed for invoicing
Work to set up SFTP sites for invoicing
Work to set up XML for invoicing
© 2012 Cisco and/or its affiliates. All rights reserved.
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 No use of automated Cisco enterprise Channel Systems for legal agreements,
ATP, Program Enrollments, Marketing, rebates
 Partner owns the entire End-Customer lifecycle; Sales, Marketing, Customer
Support, Technical Support, and Customer Billing. Customized site branding
for Partner with support numbers & URL.
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SaaS Value Proposition
Selling with Discounts
WebEx Meeting Pilot Offers
Marketing Call Outs
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SaaS Acceleration offers Partners an opportunity to grow their
business by offering subscription based services to End Customers
for WebEx Meetings
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





WebEx Meetings Product Training
Marketing campaigns
Base discounts up to 42%
Additional discount of 8% for hunting SaaS new business (Deal
Registration with OIP)
Cisco Global Price List
Fulfillment for microsite model
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SaaS offers are designed for customers who are looking for the
benefits of cloud-based collaboration tool with dynamic pricing
and configuration. WebEx products include:
 Cisco WebEx Meetings - Provides industry-leading web
conferencing with audio, web, and high-definition video, along
with document, application, and desktop sharing.
 Cisco WebEx Messenger - Enables a full unified
communications experience including presence, IM, audio,
video, desktop sharing, and conferencing.
 Cisco WebEx Enterprise Edition - Delivers a rich collaboration
experience for specific lines of business, including team
meetings, events, corporate training, and customer support.
© 2012 Cisco and/or its affiliates. All rights reserved.
SaaS WebEx Offer
SKU Name
Named User
A-WX-NAMED-USER
Employee Count
A-WX-EMP-COUNT
Active User
A-WX-ACTIVE-USER
Ports
A-WX-PORTS
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
No migration of existing WebEx contracts

No backend rebates (VIP)

No new or updated Channels programs, specializations/ATP
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CCW Capabilities
Commerce Manual Processes
SaaS Offer SKUs
Commerce Key Call Outs
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27
1. From the new CCW landing page, https://apps.cisco.com/Commerce/home, the Partner can create
Quotes and Orders, and manage Subscriptions. Clicking the home icon will always bring the
Partner back to this page.
1
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The Partner must:
1. Type in the entire WebEx SKU. These SKUs are hidden so the typed SKUs must be complete and
exact.
2. Click Add to add the SKU to the Quote 3. and then click Select Options to “punch out” to NextGen
Configuration.
2
1
3
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29
The Partner must:
1. Select the Initial and Auto Renewal Terms, 2. and select the Prepayment option.
3. Click on the calendar icon to choose the Start Date.
1
22
3
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30
To add Conferencing, the Partner must:
1. Click on Conferencing, 2. select the Meeting Type, 3. enter the number of users, and press
Enter on the keyboard.
4. Click + to add the item to the Configuration.
2
1
4
3
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31
To modify the number of users, the Partner must:
1. Change number of users and press Enter on the keyboard.
2. Click Update Qty to change the number of users in the Configuration.
1
2
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32
To add storage, the Partner must:
1. Enter number of additional GB of Storage. Per the Warning message, 50 GB is the
minimum for additional storage.
2. 10 GB of Storage is included @ $0.
2
1
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33
To add Audio, the Partner must:
1. Choose Additional Audio Type 3. and select Billing Type.
2. VoIP in included.
2
1
3
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34
The Partner must:
1. Select Audio Options.
2. Click on the trash can to remove unwanted options.
3. When Configuration is complete, click Done.
2
3
1
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35
 Audio and Storage are optional
 Ensure the Configuration is complete and valid as no changes can be
made in Order
 Review and reconfigure saved Configurations
 Clicking Done completes the Configuration process and accepts the
terms and conditions shown
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37
1. The Partner will review discounting.
2. Clicking Save and Continue saves and moves to the Review and Submit Tab.
1
2
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38
 Deal Registration with OIP is available for SaaS
 RNSD is not available
 WebEx SKUs are hidden so the typed SKUs must be complete and
exact
© 2012 Cisco and/or its affiliates. All rights reserved.
SaaS WebEx Offer
SKU Name
Named User
A-WX-NAMED-USER
Employee Count
A-WX-EMP-COUNT
Active User
A-WX-ACTIVE-USER
Ports
A-WX-PORTS
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40
The Provisioning Tab contains five sub tabs. Information on all five sub-tabs must be
completed to prevent errors on the Review and Submit Tab. The Partner must:
1. Click on Region Information.
2. Select Country Code.
3. Select Time Zone.
4. Click Save.
1
3
2
4
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41
The Partner must:
1. Click on Language Information.
2. Select Primary Language.
3. Add additional languages as needed.
4. Click Save.
1
2
3
4
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42
The Partner must:
1. Click on Site Information.
2. Type in the Site URL. See example above entry box.
3. Click Save.
1
2
3
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43
The Partner must:
1. Click on Admin Information.
2. Type in the Admin Email.
3. Type in the Admin First Name.
4. Type in the Admin Last Name.
5. Type in the Admin Phone Number.
6. Click Save.
1
2
3
4
5
6
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44
The Partner must:
1. Click on Org Information.
2. Type in the Organization Name.
3. Click Save and Continue to move to the Review and Submit Tab.
testco77
2
1
3
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45
 “Standalone” ordering for SaaS is not available in CCW.
 Order must have only 1 SaaS Offer. No other products may be added to a SaaS Order.
 Contact your Cisco AM and PDM:
 For multi-element orders
 For non-standard products / pricing
 Partner Primary Billing Contacts must be unique.
 The Provisioning, Domain, Site, and Admin email must be in same domain.
 Partner must submit a Site Configuration for each TSP Audio Order.
 English must always be added as either a primary or secondary language.
 Order may be cancelled prior to provisioning.
 Order Billing Contact and Provisioning Email Contact will receive notification when the
site is provisioned. Partner must contact End Customer to enable access for branding.
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 Orders cannot be modified (user must return to Quote to modify).
 “Billable” parameters in an Order cannot be modified once an Order is
submitted in CCW.
 PSMs have the ability to modify non-billable parameters prior to
provisioning.
 Only single site can be associated to an organization. Multiple sites will
not be supported.
 For WebEx Connect, deactivation of a subscription requires deactivation
of the entire organization (product constraint).
 Orders cannot be cancelled post-provisioning.
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 Some SaaS Deals with non-standard terms defined in the Non-standard
Deal Policy may not be permitted to auto-renew.
 Orders which include Cloud Connected Audio or TSP require special
handling and will be provisioned manually.
 Quotes with non-standard attributes (term and/or quantity) or Change
Subscriptions resulting in a downsell (decrease in MRC) will require
approval through a non-standard process.
 Any modifications to an approved non-standard Quote must be routed for
re-approval.
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Subscription Management in CCW
Change Subscription
Invoicing
Subscription Management Key Call Outs
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50
•
To Upsell, the Partner must:
 Increase amount of product and / or
 Add items to Configuration.
 Ensure that Configuration is valid.
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•
To replace the Offer, the
Partner must:
 Choose another Offer
 Configure newly selected
Offer
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•
If the Partner Downsells in CCW by:
 Decreasing amount of product and / or
 Deleting items and / or
 Decreasing Terms
•
Then the following error message will display. The Partner must:
 Ensure items, terms, amount of product are back to original numbers
 Create an Upsell
 Submit for Approval with note for AM regarding Downsell terms
•
To bypass the error message, the Partner must Upsell and then submit the
Quote for Approval with a note for the AM regarding Downsell terms.
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•
The Partner must:
 Cancel an Order prior to Provisioning
 Add reason for cancellation
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•
The Partner must:
 Ensure that new Quote / Order matches the previous versions exactly
 Click the checkbox in Provisioning to allow Provisioning for the site.
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 Stop Auto-Renewal: Customer decides to stop auto renewal on
subscription that was originally configured with auto-renewal option.
 Partner initiated mid-term cancellation for Recurring Billing
subscriptions.
 A 30-day notification is required for stopping an auto-renewal and 60day notification is required for mid-term cancellation.
 Partner initiated mid-term cancellation for Pre-Paid subscriptions.
 Non-Contractual provisioning changes: Minor non-billable changes
such as change in language.
 Take-over: Customer transfers from Partner 1 to Partner 2.
 Cancel Order after Provisioning or cancel Subscription.
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 Partner Primary Contacts (3) must be unique on the original Order.
 The following cannot be changed in Change Subscription Process:




Billing Information; PO # must be added
End Customer Information
Partner Information
Provisioning Information (exception – if Messenger is added, Domain may
be added)
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 Changing auto-renewal term to zero (stop auto-renewal) will not be
supported by CCW, and partner/direct customer will need to contact
Customer Support.
 Cancellation of an order post-provisioning is considered a mid-term
cancellation and is governed by mid-term termination policy.
 Orders on “pending provision” status cannot be modified.
 Post-provisioning cancellation become a mid-term cancellation.
 Stop auto-renewal and mid-term cancellation orders are not supported
in CCW, and will require manual initiation in iPortal by the PSM/CSM.
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59
Invoice Header
New
Support
Cisco Collections
Remit to:
Remit to: new address(may be different based on customer location
Payment
processing
Cisco Finance AR
Summary tables
No summary table-Cisco collections sends a detailed account monthly statement –
(summary for all open transactions - (Previous Balance + current month charges –
credits)= Amount due
Aged Invoices
View aged invoices through Aged summary/Invoice tool
File formats
Limited file format -PDF XLS, XML (XML and XLS – Mar). Archiving after 3 months.
Usage details
Not on PDF
Tax on invoice
Yes
Credit Memo
A separate document for Credit Memo will be issued. Partners will receive credit
memos for negative lines, and invoices for positive lines, rendering these as two
customer facing documents
Overage / Stuck
Billing
Delayed billing will display with a start and end date prior to the current billing
month. All delayed billing will display as one line item. Go to usage report to see
details.
Viewing Invoice
The CCW Invoice tool can display invoices only within a one-month range. Partners
will receive one invoice per end-customer.
Subscription
Change Order
Partner is required to enter a consistent AR reference number in the PO field during
Subscription change orders, inconsistent number will result in multiple invoices
being generated for single Subscription
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**
Invoices
1, 2
1
3, 4
3
Q2
Q3
Delivery
Hardcopy invoice with link for Usage
Details
PDF Invoice with a link to
the SFTP folder containing
the usage files
PDF Invoice with a link to the
SFTP folder containing the
usage files
Mailed
PDF Consolidated File Invoice with
link for Usage Details
PDF invoice is file with
multiple invoices for the
same Partner with a link to
the SFTP folder containing
the usage files.
PDF invoice is file with
multiple invoices for the same
Partner with a link to the SFTP
folder containing the usage
files.
Email
XML Invoice with Usage
Details
SFTP Folder
N/A
N/A
Excel Invoice with Usage
Details
SFTP Folder
XML Invoice with Usage Details
Excel Invoice with Usage Details
SaaS Pilot Partner Readiness Checklist
1
Provide email used to receive invoice notifications
2
Advise if ‘snail’ mail is required
3
Work to set up SFTP sites for invoicing
4
Work to set up XML for invoicing
© 2012 Cisco and/or its affiliates. All rights reserved.
** Invoice includes Credit Memo and / or Invoice.
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 Committed Services: Predictable, recurring amount for subscription that does
not require usage measuring. Pre-paid or periodically billed in advance
(Examples: EE Named Hosts Charge, Committed Additional Storage GB,
Committed Telephony Billings)
 Consumption/usage/overage amount for a service that is measure and charged
based on usage. Periodically billed in arrears
 Overage for Committed Services (Examples: Additional Attendees,
Additional Telephony Minutes, Additional Storage GBs)
 Per Use Uncommitted Services (Examples: Uncommitted Telephony,
uncommitted data minutes)
 Combination of the committed subscription + usage/overage
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Dynamic example
 3 x attributes: duration, host qty, and billing method
 1 x SKU each with 16 x attribute defined base price-points
 Base price-points converted to price-list price-points using as-is up/down-lifts
Static example
 3 x attributes: duration, host qty, and billing method
 16 x SKUs each with an attribute defined SKU specific base list-price
 Base list-price converted to price lists using as-is up/down-lifts
Dynamic
1 x SKU = MC Namned Hosts - Capacity 25
12 Month Term
24 Month Term
Host Qty Monthly Prepaid Monthly Prepaid
1-99
$ 100.00 $ 97.00 $ 95.00 $ 93.00
100-499 $ 90.00 $ 87.00 $ 85.00 $ 83.00
500-999 $ 80.00 $ 77.00 $ 75.00 $ 73.00
1000+
$ 70.00 $ 67.00 $ 65.00 $ 63.00
© 2012 Cisco and/or its affiliates. All rights reserved.
Static
16 x SKU = MC Namned Hosts - Capacity 25
12 Month Term
24 Month Term
Host Qty Monthly Prepaid Monthly Prepaid
1-99
SKU 01 SKU 05 SKU 09 SKU 13
100-499 SKU 02 SKU 06 SKU 10 SKU 14
500-999 SKU 03 SKU 07 SKU 11 SKU 15
1000+
SKU 04 SKU 08 SKU 12 SKU 16
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CCW Support
Invoice Disputes
Changes
Support Key Call Outs
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Support Provider
PSM
CDW - Brandon Klein [email protected]
Intercall -Nancy McMullen [email protected]
Nexus - Geoff Stoddart [email protected]
CPE
[email protected]
CS
Support
• Partner Subscription and Lifecycle management support (iPortal / SBP)
• Cancellation of an order post-provisioning
• Modification of non-billable parameters prior to “pending provision”
status
• Changing auto-renewal term to zero (stop auto-renewal)
• Mid-term termination
• CCW Support
• Add an address
• Update an existing address
• Error Messaging in CCW
• Issues that impede the submission of an order in CCW
• Invoice dispute
[email protected] or
408.916.9454
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 PSM provides consultative account management, adoption support and
Customized engagement to the partner and direct customer.
 Partner submits TS request via email to PSM, Help Desk URL, or
partner-specific 1-800 number
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