Westcon Taps Cisco Managed Services for U.S. Rollout

Cisco first introduced the Smart Care service two years ago and made it widely available last year. Fender said that the service still affords channel partners the opportunity to differentiate themselves.

“It is a solution that is available through multiple channels,” he said. “But partners can make it their own. We show them how to deliver a unique message that is branded around and integrated with their own home grown service. They can show the customer that they are providing a level of service not always present with other offers.”

Channel partners will be supported by a Cisco-dedicated team of 11 sales and marketing people sharpened on service issues. They will be provided demand generation through email marketing, direct mail and telesales to “give them a sketch of what the opportunity looks like,” Fender said. “We will coach them on the ROI story.”

He added that Westcon already has done some internal marketing to its partners and begun an online and in-person training series that it will expand in the next few months.

“This is not a catalog item saleable by any technology business partner,” Fender said. “It requires a commitment and capabilities not all partners possess. It steps away from the SKU-based service offer. Customers appreciate that and see the partner delivering it as valuable to them.”

Universal E-Business solutions, a New York-based, Cisco-certified provider of managed services and a Westcon channel partner, agreed with that assessment.

“Cisco Smart Care Service presents an excellent opportunity for us to brand our services offerings and take advantage of our existing expertise in this area,” said Anu Bhartiya, Universal managing director. “Certified partners can create their own customized offerings as they compete with each other to optimize service solutions for customers.”

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