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Polycom Global Services & SSC Total CoverageMarc Moro, Polycom Service Channel Account Manager & Matt Brungardt, SSC Technical Team Lead

Agenda

• Why sell services?• Where’s the opportunity?• ScanSource Communications & Polycom• Differentiate YOUR Business

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

Lost Renewal Opportunity

• US annual Lost Service Opportunity: $50M

• US Distribution Average: 30%

• PGS Average: 40%

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

• Voice Solutions• UC Intelligent

Core Solutions

• Network Planning and Design• Implementation

• For Wireless:• Site Survey• Implementation• Application Integration• Network Certification

• Telepresence & Video Solutions

• Immersive Telepresence

• Network Planning & Design• Implementation• UC Professional Services

• UCIC Migration Service• UCIC Upgrade Service• UCIC Optimization Service

• Elite• AdvancedAccess• ImmersiveCare 24x7x4 Hour

Response• ImmersiveCare• Video Network Operations

Center (VNOC)

• VNOC Certification

• Network Planning & Design• Project Management• Installation• Performance Benchmarking

& Best Practices Assessment

• Wireless Support• VoIP Support

• Wireless Training

• Elite• AdvancedAccess• Premier Onsite 24x7x4 Hour

Response• Premier Onsite 24x7• Premier Onsite• Premier 24x7• Premier

• Elite• AdvancedAccess• Premier Onsite 24x7• Premier Onsite• Premier 24x7• Premier

• CVE Technical Training• Systems Administrator

Training

• CVE Technical Training• Systems Administration

Training• End User Training

• Professional Services

• Support Services

• Training

• Solution Planning & Design, Pilot Solution Deployment, Full Solution Deployment, and UC Certification Training

• Across the Polycom Solution• Unified

Communications Professional

Services

Complete Services Portfolio

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

Matrix – Service ComparisonElite Polycom AdvancedAccess Polycom Premier

Pro-active Re-active Re-active

Large Organization Mid-size Organization

ESM - -

ESE ASE -

Polycom High Care Support Team Polycom High Care Support Team

Technical Support - 24x 7 Technical Support - 24x 7 Technical Support - Business hours

Asset Management Asset Management -

Root Cause Analysis - -

Software Version Management - -

Upgrade Management - -

Program Reviews - -

Monthly Utilization Report (NEW) - -

Recommended when (start with) 4 UC Intelligent Core & 60 endpoints

Recommended when (start with) 2 UC Intelligent Core & 30 endpoints

Base Level Service

Polycom UC Network Monitoring Service

• A cloud based annual subscription service• A monitoring solution providing

Network performance monitoring for Voice and Video Assessment, monitoring, reporting information, across

the WAN, MPLS, internet, and a customer’s LAN. Results available real time via online portal in the cloud

• Non invasive device connects to network No configuration or deployment required Device on loan for duration of subscription

• Customer Benefits: 24x7 online Performance monitoring and proactive alerting Weekly or monthly performance reporting Instant visibility of network performance Instant visibility of bandwidth utilization Ability to replicate traffic to identify issues

Meet the ScanSource Communications Polycom Total Coverage Team

Technician Years of Experience Focus

Rich Cole – Team Lead 11 Endpoint & Infrastructure

Matt Brungardt – Team Lead 7 Endpoint & Infrastructure

Kyle Dewitt – Team Lead 8 VoIP, Gateways

Jason Crawford 12 Endpoint, VoIP & Installed Voice

Chad Steiner 6 Endpoint, VoIP & Audio

Sean Sparacio 2 Endpoint & Infrastructure

Adam Mobley 2 Endpoint & VoIP

Philip McKinney 1 Endpoint

Zach Bronis NEW Endpoint

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

ScanSource Communications Polycom Total Coverage

We are an extension of yourtechnical support team(s)

• 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

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…

There is a difference…

• Between your Service Practice and every other Resellers Service Practice…

• Do you know what it is?

• Have you told anyone?

Differentiate Your Business

Discounts = Value Destruction

Defend Your Value – Don’t Give It Away!

• If a client wants a lower price, THEY MUST GIVE SOMETHING UP TO GET IT!

• And they need to understand the value of what they are giving up

• Longer contractual commitments are a good value tool

Supersizing and order – Partner View

Product - RMX 2k MPMx (10HD), CMA 4000 (100), VBP 5300

ServiceServices GMGross MarginImplementation

TotalMarginGM

$49,460$22,257

45%

$71,681$33,007

46.1%

3 Year Service $

3 Year Service $

$22,221

$19,390$7,75640%

$22,221

$41,611$18,506

44.5%

1 yearService $

1 yearService $

Services GM $10,750 $10,750

What is customer loyalty worth?

5% increase

75% increase

A 5% increase in customer retention, due to increased loyalty, yields a staggering 75% increase in the net present value of an existing customer.

Value of Customer Loyalty

Source: Frederick F. Reichheld, Loyalty Rules!

Customer Loyalty Net Customer Value

Current customer relationshipyields

What is in it for you?

• Increase Revenue• Strengthen customer relationship with

consultative selling• Enhance customer satisfaction & repeat

business• Increase retention rates & profit– 85% (with

services) vs. 62% (without services)• Reduce competitive threats

Questions?Contact Information:

Reseller Line877-847-7000 x4095

Total Coverage Line877-835-7000

techsupport@scansourcecommunications.comVideo Test Sites:64.126.109.100913-693-8488