This document summarizes an agenda for a presentation on Polycom services. It discusses why services are important for profitability, customer satisfaction, and business value. It notes that US distribution averages 30% of revenue from services while Polycom averages 40%. The document outlines Polycom's complete services portfolio and different service plan options. It introduces the ScanSource Communications Polycom Total Coverage team and their support model. It emphasizes differentiating a business through services and consultative selling rather than price discounts.
2. Polycom Global Services & SSC Total Coverage Marc Moro, Polycom Service Channel Account Manager & Matt Brungardt, SSC Technical Team Lead
3. Agenda Why sell services? Where’s the opportunity? ScanSource Communications & Polycom Differentiate YOUR Business
4. Why sell services? PROFITABILITY Maintain/Increase Account Control CUSTOMER SATISFACTION Satisfied customers are loyal customers who will continue to buy VALUE OF YOUR BUSINESS Builds a high margin annuity stream that will keep your business profitable Growth
5. Lost Renewal Opportunity US annual Lost Service Opportunity: $50M US Distribution Average: 30% PGS Average: 40%
6. Key points to consider… Required Service Contracts As of 11/1/09 Polycom requires a support contract be paired with the purchase of new VIDEO, CORE, & SELECT VOICE Products Products requiring a service contract include: ALL video and infrastructure products VVX1500 C and D Business Media Phones Service coverage MUST be continuous
46. Wireless TrainingTraining Unified Communications Professional Services Across the Polycom Solution Solution Planning & Design, Pilot Solution Deployment, Full Solution Deployment, and UC Certification Training
47. Polycom AdvancedAccessDeliverables & Benefits Polycom AdvancedAccess Team Composed of highly skilled video specialists Priority Routing through dedicated contract method Assigned Service Engineer (ASE) Responsible for the technical oversight of all customer support issues Detailed knowledge of the customer solution & environment Personalized assistance can help provide faster problem resolution to maximize solution uptime Solution level support rather than service based on device Access to Telephone Technical Support 24/7 Meet the requirements of your video operations Asset Reporting Monthly update of the asset list of all Polycom Products covered under the agreement Provide a detailed picture of your Polycom install base Requirements All Polycom equipment in your environment should be covered Nominated technical personnel
62. ScanSource Communications Polycom Total Coverage As a DSP (Distributor Service Provider) Polycom Partner, ScanSource Communications Total Coverage Service includes: Pre sales and Tier 1 & Tier 2+ post-sales support following the below value added support model, to internal and external customers Reseller calls Into Tech Services Tech handles call enters case & captures Serial Number We act as Tier1 and Tier 2 Support When case is resolved, CRM case is closed. If needed, escalate to vendor. We manage vendor case through completion, and act as SPOC 83% of cases closed < 1 day --- 75% < 30 minutes
63. ScanSource Communications Polycom Total Coverage Annual DSP Customer Satisfaction Survey Prepared by Boston Research Group, August 2011 For the Service Period May 2010 – April 2011 Pre report “ ScanSource Communications is clearly a very strong and valued Polycom Channel Partner with 100% top 3 box satisfaction and 96% “continued usage.” ScanSource also achieved strong satisfaction ratings across all service and support areas.” Support Stats 95+% deflection rate* 1500 cases/month 2300 call center contacts/month We are an extension of yourtechnical support team(s)
64. ScanSource Communications Total Coverage Services Program In addition to Polycom Service Contracts our services program also includes: Total Coverage Video Endpoint Installations Video Endpoint, Carts, Monitors and microphones Total Coverage hosted and managed services What’s to come… Total Coverage Implementation & Integration Services Total Coverage Training and Education Program And Much More…
65. There is a difference… Between your Service Practice and every other Resellers Service Practice… Do you know what it is? Have you told anyone?
69. And they need to understand the value of what they are giving up
70.
71. What is customer loyalty worth? Value of Customer Loyalty 75% increase 5% increase Current customer relationship yields Customer Loyalty Net Customer Value A 5% increase in customer retention, due to increased loyalty, yields a staggering 75% increase in the net present value of an existing customer. Source: Frederick F. Reichheld, Loyalty Rules!