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Cloud Partner Support Albert Schafhauser and   Morganna Pearse

Cloud Partner Support Albert Schafhauser and   Morganna Pearse. Session Objectives:. Raise awareness of what’s available today Give you an idea of what we are thinking about for the future Get your input!. Questions & feedback at the end please!. Introduction – Albert Schafhauser.

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Cloud Partner Support Albert Schafhauser and   Morganna Pearse

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  1. Cloud Partner SupportAlbert Schafhauser and  Morganna Pearse

  2. Session Objectives: Raise awareness of what’s available today Give you an idea of what we are thinking about for the future Get your input! Questions & feedback at the end please!

  3. Introduction – Albert Schafhauser Current Position since 2011: EMEA Lead – Office 365 (Syndication) Partner Services Group I have been with Microsoft for 15 years, starting as Manager of the “Partner Technical Sales” Team in Germany – “Enabling our Partners to sell and deploy our Products. I then moved to Customer Service, where I was responsible for the Customer Service in Germany and then built up the EMEA Customer & Partner Advocacy Group.

  4. Introduction – Morganna Pearse In Current Position since February 2014 EMEA Cloud Accelerate O365 Technical Support Program Manager I have worked for Microsoft for 20 years, starting as a technical support engineer in South Africa. I have moved between many jobs (and countries) in technical support and customer services over the past 20 years. Before I came to Microsoft I worked for a Partner in South Africa and many of my roles over the past 20 years with Microsoft have involved Partner strategy and experience.

  5. Partner Technical Services and Support Flexible suite of portfolio enhancements • Enterprise • Social • Communications • Mobility • Development • Cloud • Devices Premier Support for Partners Partner Technical Services (MPN) • Service delivery management • Proactive support that meets your business needs • Partner-specific content, insight, and readiness • Critical situation, 24x7 onsite support • Partner support communities • Training • Technical presales assistance and advisory support • Product support from Microsoft experts • Small and medium business self-help and community support

  6. MPN Services – Partner Entitlement Microsoft Partner Network • Gold Competency • Partner Support Community • RSC Phone • 50 Advisory Hours • BCPS (Max 15) • 5-Pack Incidents • Silver Competency • Partner Support Community • RSC Phone • 20 Advisory Hours • BCPS (Max 10) • 5-Pack Incidents • Subscription • (MAPS) • Partner Support Community • RSC Phone • 10 Advisory Hours • BCPS (Max 10) • Network Community Member • Partner Support • Community Cloud Accelerate / Deployment Partners Dedicated Office 365 break/fix (technical) support Unlimited incidents For all other Cloud Partners, technical support delivered by broad commercial Cloud tech support team

  7. Partner Technical Services - What can we do for you? Partner feedback : 10% Increase in profit per project 20% Faster project approval -DSM Case Study when engaging Practice Accelerator offering • MPN Support Benefits: • 4x more deals • 70% more revenue growth • 5% increase in deals won • - Partner Impact for all MPN Partners engaged with PTS vs. MPN partners not engaged with PTS as of July 2013 • Partner feedback : • 75% Faster resolution to issues • 40-50 hours saved of developer labor • – Karmak Case Study when engaging Advisory Services • Partner feedback : • 80% reduction in Support response time to customer • 33% issues already had resolutions within the forums • - Shanghai NanyangWanbang Software Technology Co. Ltd. Case Study • ACCELERATE • CLOSING DEALS • Competitive Assistance • Proof of Concept • RFP Desk • Partner Support Community: Presales Assistance Forum • RECEIVE DEVELOPMENT • Deployment Services • Development Services • Chalk Talks • Partner Support Community • RESOLVE SPECIFIC PRODUCT ISSUES • Partner Support Community • Differentiated Cloud Support for Cloud Accelerate • Business Critical Phone Support INCREASE KNOWLEDGE TRAININGWORKSHOPSProduct overviews, technical sales and deep dive knowledge on solutions PRACTICE ACCELERATOR Use Microsoft best practices to expand your services practice and successfully deploy Microsoft solutions. SELLING SUPPORT DEPLOYMENT TRAINING

  8. Partner Technical Services O365 Offerings – Available now • Sell • Presales Technical Specialist workshops • Expand your technical presales knowledge and close more deals • Introducing the New Office and How to Demo • Selling Office 365 – Why use the customer decision framework • Selling Office 365 – Qualify the opportunity with cloud principles • Selling Office 365 - Licensing Overview • The new Office: Enterprise & SMB Compete • Selling Office 365 - FastTrack Deployment • Selling Office 365 - Sell with the Customer Immersion Experience • Technical Presales Advisory Services • Close more deals with technical presales guidance; examples: • Competitive assistance • Feature overview and comparison guidance • RFP questions • Business value proposition • Proof of concept guidance • Technical licensing recommendations • Deploy • Deployment Technical workshops • Expand your skillset to implement reliable deployments and develop with confidence: • Office 365 Deployment Jump Start for SMB • Office 365 Tech Series • Deploying and Supporting Office 365 Cloud Deployments • Migration Strategies • SharePoint Server 2013 and Office 365 Hybrid Coexistence Scenarios Workshop • Office 365 Deployment Shadowing • Advisory Services • Personalized 1:1 technical assistance to guide you with your customer solution from development, deployment and through support • Office 365 Practice Accelerator • Learn fundamental deployment principles and processes that lead to repeatable successful deployments • Support • Support Technical workshops • Expand your skillset to support your customers: • Office 365 Troubleshooting workshops • Cloud Accelerate Technical Support • Access to a dedicated team of technical support engineers 24/7 to resolve technical problems during a cloud software deployment project.

  9. Partner O365 Technical Support Overview Accelerate • There is an Office 365 community available to Customers and Partners here: http://community.office365.com • Cloud Partners should submit a technical support service request through MOP: https://portal.microsoftonline.com for Sev B and C cases • Cloud Accelerate Partners: • Technical O365 Support Experience • The Dedicated Cloud Partner Support team is available to Cloud Accelerate Partners via the Microsoft Online Portal (MOP) for all severities (call-back) and via phone submission for severity A (critical) issues. Note: Cloud Accelerate partners must submit MOP issues on their partner Individual Use Rights (IUR) tenant to ensure routing to the Cloud Partner Support team Online Support Network Assessment & Activation Services Adoption & Change Management Social Analytics • Cloud Partners may create a Sev A technical support case by calling the RSC and selecting the Online (Cloud) Services option off the IVR • Microsoft Services Premier Support for Partners (PSfP) is a technical support option specifically available to partners for Microsoft products and services, including Office 365. This customizable managed support offering makes Microsoft an extension of your organization, providing you with access to the latest information, guidance, and expert assistance. • You may call the Office 365 technical support number Lifecycle Services • Useful resources • Contact the RSC: http://aka.ms/contactsupport • Office 365 Quick Reference Guide to Partner Support • Cloud Partner support • Partner forum for Microsoft Online Services Phone Support

  10. Future Business forPartners - IDC Study • %74 of customersalsowanttheirtrustedcloudserviceprovider to be able to offeronpremisexpertise, supportbeingone of thekeyelements • Cloud Growthis5Xthat of • The IT industryoverall. Customerswillcontinue to have a hybridapproachfor a long time to come. • Cloud Partners are thebestperformingpartners. • Higherrevenue, • Highergrossprofit • Highercustomeracquisition • FASTER GROWTH.

  11. How Partners are Making Money with Office 365 Managed Services and Packaged IP Billable Services Margins 35-42% Add-on Projects and Solutions • Tier 1 / Tier 2 support • New user set-up • Updates • End-user training • SharePoint Templates • Windows Intune • Desktop Management • Policy/Patch Management • Software Asset Management Revenue Managed Services/IP Margins Deployment & Migration Services • Expansion • Customization • LOB integration • IT infrastructure design • IT planning • IT training 50%+ Office 365 Licensing Revenue • Assessment / planning • Migration of data • Establishment of service Baseline Good Better Best Recurring $48-240 / seat $40-120 / seat $40+ / seat $50-80 / seat Structure of Office 365 Deal Note: Estimates are based on partner interviews so actual numbers will differ by market.

  12. Pilot: Helpingyoucreate Support Services foryourCustomers Workshop I Partner Support Opportunities Support Business Models Support Business BestPractices Workshop II Deep DiveOnCreating a Support Organization Planning, Setup, Processes, Tools, Forcasting Resourcing, Recruiting, Readiness, Boundaries Workshop III BestClass Cloud TroubleshootingPractice Troubleshooting Tools and Resources EscalationProcesses • Cloud Support Services • Will open thecloudopportunity to thepartnersbyhelpingpartnersestablish a strongerrelationwiththeircustomers.

  13. Thank you! Any feedback or further questions to: Albert Schafhauser alberts@microsoft.com Morganna Pearse mpearse@microsoft.com

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