1 Telemarketing call guide Lead qualification for HP and Microsoft Private Cloud solutions Get started
2 Introduction Purpose This guide is intended to be used for any of your campaign calling needs, including generating leads, qualifying leads, and setting appointments. With customization to your specific campaign, it can be used by sales persons or by a telemarketing firm to guide conversations. Guidelines for use These questions are intended to be used for initial qualification of prospective customers for HP and Microsoft Private Cloud solutions including: HP Virtualization Smart Bundles for Microsoft Windows Server with Hyper-V HP Client Virtualization SMB Reference Architecture for Microsoft Windows Server 2012 HP Departmental Private Cloud Reference Architecture (RA) HP ConvergedSystem 700x Engineered for Microsoft You can use the entire set of questions or a subset, depending on the objectives of your region/country lead generation campaign. Target multiple individuals at the prospect account; each may have unique information and be able to more clearly characterize the IT environment and the company s needs. Based on the prospect s answers, you can close the call by recommending one or more HP and Microsoft solutions, as well as a request to set a follow-up meeting between you, an HP solution specialist, and the appropriate individual at the prospect account. In addition, the closing or next steps could include a specific call-to-action that aligns with the specific objectives of your regional lead generation campaign. You can use the questions in the questions for engagement planning section to develop your follow-up plan, which should include an in-depth meeting. Create the agenda for this meeting based on the characteristics of the prospect and their specific areas of interest.
3 Process Step 1: Step 2: What step are you at in the process? (Select Step 1 or Step 2 to the right) Are you a telemarketer or partner? (Select text to the right) In-depth sales rep call with questions for engagement planning Cold lead Warm lead Warm lead In-depth sales rep meeting
4 Telemarketing prequalification calling
5 Telemarketing prequalification calling If telemarketers are helping to prequalify the leads, they can use the script below. For cold leads, start with the questions in that section and continue on through the warm leads section. For warm leads, just ask questions from that section. (For example, if a lead card was filled out and questions about roles, industry, etc. were already answered). Proactive opening statement Good morning/afternoon. This is calling on behalf of Hewlett-Packard, Microsoft, and <Partner>. I m calling to talk with you about your company s server environment, and any plans you may have to make changes in the coming months, specifically in regards to virtualization and cloud computing. Referral opening Hi. This is calling on behalf of Hewlett-Packard, Microsoft, and <Partner>. I was referred to you by as the person to speak with regarding your company s virtualization and cloud computing plans. A) Is now a good time to talk? Yes Great! (continue to qualification section) Cold leads Warm leads No (go to B) B) May I schedule a time to call you back? Yes (go to call-back scheduler) No, not interested (go to B2) B2) Is there someone better to speak with? Yes (go to wrong person section) No, not interested (go to non-lead closing section)
6 Cold leads C) May I ask what role you play regarding solution purchasing decisions, specifically relating to your IT environment? Decision maker (proceed to next section) Buyer (proceed to next section) Influencer (proceed to next section) Evaluator/recommender (proceed to next section) Part of a committee or team (proceed to next section) No role (proceed to wrong person/referral section) Company information 1. What is your company size? (number of employees) 2. What industry do you operate in? 3. Have you considered using a services company to assess and leverage your current infrastructure for the cloud, or are you planning on implementing the cloud internally? Would consider a services company Internally Notes: 4. I would suggest having a <Partner> representative contact you regarding the HP and Microsoft cloud portfolio from <Partner>. When would be the best time to reach you? Day: Time: Server information 5. What type of servers are you using? (select all that apply) HP9000 (PA-RISC) Sun HP ProLiant (based on Intel Xeon or AMD Opteron processors) HP AlphaServer Systems Dell HP Integrity Hitachi HP NonStop Server environment IBM HP blades Other Other HP 6. And how many servers do you have at your site? (Please capture the _ quantity of each different type of server. Also, list the actual models.)
7 7. Which of the following would you say is the top issue you are faced with at this time? Capacity Security Scalability Reliability Cost Processing power Physical footprint Complexity Sprawl Production efficiency Flexibility Manageability Power and cooling None Other Additional notes: 8. What are your top server priorities through 2013? Cloud deployment Disaster recovery/high availability (flexibility) Consolidation (consolidation) New technology deployment (performance requirements) Virtualization (manageability) Process/change management (capacity) Improve utilization (production efficiency) Technology refresh (scalability) Cost cutting (cost) Improve availability/reduce downtime (reliability) Management of storage (capacity) Improve environmentals (heat/space/power and cooling) Other
8 Warm leads Environmental information 1. Have you ever given any thought to consolidating your servers? Yes (Go to Q1A) No (Go to Q2) 1A. Can you tell me a little bit about that? (Note to MCS: Please create a succinct synopsis of the facts that the contact reveals and leverage that during your conversation) Capture details: 2. Are you currently using Microsoft Windows Server? Yes (Go to Q2B) No (Go to Q3) 2B. What version are you using? Windows Server 2000 Windows Server 2003 Windows Server 2008 Windows Server 2008 R2 Windows Server 2012 (go to Q3) 3. Tell me about your plans to migrate to Windows Server Already migrated (go to Q5) Plan to migrate within six months Plan to migrate within one year No plans at this time 4. Is your server environment virtualized? If so, to what extent? Completely virtualized (go to Q4A) Partially virtualized (go to Q4A) Not virtualized (go to Q4C) 4a. What virtualization technology (or technologies) are you using? (select all that apply) Microsoft Hyper-V VMware Citrix Xen Other (capture ) 4b. How do you currently manage your hypervisors? Capture information: 4c. May I ask why you have not virtualized your servers? Capture information: 5. Tell me about your plans to begin/continue virtualization in your environment. Yes, we plan to begin/continue No plans 6. Are you considering implementing a private cloud? Yes (Go to Q6A) No (Proceed to non-lead closing)
9 6a. Your interest in cloud is: As a resource for rapid deployment, consolidation, and live migration Standardize IT service definition/delivery Cut costs pay for what is used Academic/general interest As a utility/infrastructure-as-a-service for disaster recovery, storage, compute power Software-as-a-Service interest Other (please provide details) 6b. Where are you in the process of purchasing cloud solutions? Researching vendors Request for proposal stage Testing Already have purchased Looking to expand 7. Is there a particular business need leading you to cloud computing? Yes No Notes: 8. Do you have any plans set up to address these concerns/priorities? If the contact is a lead for purchase of new equipment: 9. If an HP and Microsoft solution is right for you, when do you anticipate making your purchase from <Partner>? <1 month 1 3 months 4 6 months 7 12 months >12 months 10. Do you have a budget available? Yes, budget already established $ Yes, budget can be planned or is currently in process No, budget will be available (close and classify as no budget) 11. May I ask the budget range? <$100,000 USD $100,000 $250,000 USD $250,000 $500,000 USD >$500,000 USD 12. What is the priority for this project in your budget plan? 13. Are you considering other vendors besides <Partner>? Yes: No Yes No Notes:
10 14. Should we speak with other individuals within your company regarding the project? Yes: No Additional notes: 15. Is an HP representative aware of all of these purchases? Yes: Who? (proceed to known business closing and status) No 16. Do you have a preferred partner or reseller? Yes: Who? No (go to lead closing)
11 Closing statements Lead closing Thank you for your time today. Based on our conversation, I will have one of our <Partner> representatives get in touch with you regarding your project(s). As a courtesy, one of our account managers will contact you in the next week or two to open up lines of communication. If you get a voice mail, I encourage you to return the call, as your account manager will be your point of contact moving forward. I will also pass along the information you shared with me today, and let the account manager know that you ll be ready to more thoroughly discuss specifics of your project in (fill in with the requested timeframe to contact). Is there a particular date/time that s best for someone on our team to contact you? Yes (specific date and time given) Any time/date is okay No, please do not have a rep call at this time (go to information gathering closing) Before we end our call today, let me just confirm the spelling of your name, address, and title. Thank you again for your time. Have a great day!
12 Non-lead closing Thank you for your time today. Based on our conversation, it doesn t sound like you ll need a <Partner> representative to contact you in the near future regarding our IT solutions; however, please feel free to contact us a if any needs do arise in the future. Known business closing Thank you for your time today. Since you re currently working with a <Partner> representative, I won t take up any more of your time. Have a great day. Information gathering/no budget closing Since you re not quite ready to speak to a representative, you may want to check out our website at hp.com/go/microsoft. A description of all of our solutions and services can be found there. And when you re ready, please contact us at Have a great day. Wrong person Would you have the name of the person responsible for the computer server environment? Name: Title: Phone number: Thank you for your time today. Have a great day.
13 Telemarketing call guide Lead qualification for HP and Microsoft Private Cloud solutions Partner prequalification calling
14 Partner prequalification calling If you are an HP and Microsoft Frontline Partner prequalifying the leads yourself, you can either use the above script, or have a less formal call, choosing from the questions below. Virtualization and infrastructure 1. What percentage of your IT infrastructure is virtualized? 2. How many of the servers supporting virtualization are more than four years old? 3. Do you feel your staff has the right skill set to further expand the use of virtualization, or do they need additional assistance? 4. In general, what is the utilization rate of the servers in your data center? 5. Are you applying virtualization practices to your storage and networking environment, as well as your servers? 6. Do individual teams manage and procure servers, storage, and networking, or is that responsibility coordinated across teams/done in one team? 7. What vendors do you currently use for the server, storage, and networking infrastructure of your data center? a. Do you have defined standards for your IT environment that dictate which products you use? 8. Do you have disaster recovery and business continuity policies in place? 9. What tools are you using to manage the physical and virtual environments today? Application environment 10. What are the primary business applications that are virtualized? 11. What plans do you have to virtualize additional application workloads? 12. What are the primary drivers behind additional virtualization efforts?
15 13. Relative to other priorities, what is the priority of extending the use of virtualization technologies to ` additional applications? 14. Do you frequently receive requests for new or additional functionality, or requests for additional IT resources to support new or changing business requirements? Private and hybrid cloud 15. Are you operating a private/hybrid cloud environment today using HP and Microsoft technologies? If yes, please answer questions 15a, b, and c. If no, please answer 15d. a. What operational or management issues do you encounter in your private/hybrid cloud? b. Do your security, data backup, and recovery solutions for your private/hybrid cloud meet your expectations? c. What application workloads are supported in your private/hybrid cloud? d. Are you planning to consider moving to a private/hybrid cloud? If so, what are your primary motivations and concerns? End-user environment 16. How many productivity workers/end-users are supported in your environment? 17. Of your productivity workers, what percentage operates in remote or mobile environments? 18. How often are you asked to support new end-user device access in your IT environment? 19. How long does it take to get a new user up and running? 20. How well does your current desktop infrastructure adapt to changing end-user requirements? 21. How well is your process working for managing productivity worker desktops and software updates? 22. Have you ever experienced a loss in business data or breach of security resulting from an end-user computing issue? 23. Do you have a process for rapidly de-provisioning access to corporate assets? Based on the feedback received during your question-and-answer session, recommend one or more of the relevant HP and Microsoft Private Cloud solutions, backed by your consulting services.
16 Telemarketing call guide Lead qualification for HP and Microsoft Private Cloud solutions Questions for engagement planning
17 Questions for engagement planning After the pre-qualification, Frontline Partners can use the following questions during a follow-up discussion with a prospect. Guidelines for use The sequence of these questions supports a consultative sales approach. Use these questions as a starting point for more detailed conversations with prospects about their problems, issues, and objectives. Use the questions to guide the prospect through the sales cycle. The answers you receive will help you deliver the right solution the first time. (Note: For in-depth information to present to prospects regarding specific solutions, see the Appendix.) Topic Initial qualification IT issues and needs Business implications Next steps Private cloud Planning Planning Planning Security and backup Are you considering moving to a private cloud? What are your primary motivations? Are you considering getting started with virtualization, but don t know where to start? Are you running multiple application workloads on numerous dedicated servers? Do your security, data backup, and recovery solutions for your private cloud meet your expectations? Are you concerned with the complexity of moving to a private cloud environment? Are you concerned with the complexity of a virtualized environment? Are you looking for ways to reduce IT complexity and cost? Does the amount and dynamic nature of data in private cloud environments create concerns for secure backup and recovery? Do you have concerns about the incremental cost of new hardware and software infrastructure, plus the investment required to develop operational management and skills? Are you concerned you lack the IT skills and talent to support a virtualized environment? Are you concerned that you lack the IT skills and talent to support a virtualized environment? Do you worry about securing confidential information against the expanding number and different types of attacks/threats? Are you aware that HP ConvergedSystem 700x Engineered for Microsoft is a pre-configured, all-in-one virtualized platform that simplifies the selection, purchase, and delivery of virtualized infrastructure, while also creating a flexible foundation for cloud? Did you know that HP Virtualization Smart Bundles with Microsoft Windows Server and Hyper-V include everything you need to get started with virtualization? And that HP Smart Bundles reduce cost, complexity, and implementation time by offering pre-sized configurations? Would you like to learn how the HP Departmental Private Cloud Reference Architecture can help you consolidate multiple application workloads onto a single highly available Hyper-V cluster? Would you like to learn more about data protection and security solutions for your private cloud environment that can be implemented quickly and virtually eliminate the risk of data loss?
18 Topic Initial qualification IT issues and needs Business implications Next steps Client End-user desktop and device infrastructure Requests for new devices Managing desktop complexities Risk of loss Have you investigated virtual end-user desktops as a way to boost worker productivity and flexibility, while also streamlining management and reducing costs? How often are you asked to support new end-user device access in your IT environment? How well is your process working for managing productivity worker desktops and software updates? Have you ever experienced a loss of business data or breach of security resulting from an end-user computing issue? Do you have the staff resources and expertise to administer various device and user profiles? Can your desktop operations and support infrastructure handle an increased number of mobile device requirements? Does the administration of multiple desktops, mobile devices, and versions of software cause excessive consumption of IT resources to support? Do you have a process for immediately de-provisioning access to corporate assets? Is network bandwidth a concern? Is the storage infrastructure in your data center able to handle the increased demands of a centralized end-user environment? Are you concerned about the ability to adapt and scale an end-user support solution to meet changes and new demands in your business environment? Does a lack of consistency in desktop software versions result in productivity loss for your end-users, due to incompatibility? Does it concern you that confidential corporate data may be lost or stolen if end-user devices are lost or stolen? Would you like to learn more about the HP Client Virtualization Reference Architectures (CVRAs) for Microsoft, which provide complete, secure, and proven blueprints for deploying desktop virtualization? Would you like to learn about a scalable and adaptable solution that enables secure, bring your own device support, and is ready to support new workloads as they emerge? Are you aware that a virtual desktop infrastructure can help streamline administration of end-user devices and software? Would you like to learn about HP CVRAs for Microsoft, which include security and process recommendations for your end-user workforce, including mobile users?
19 Solutions appendix
20 Solutions appendix HP Virtualization Smart Bundles for Microsoft Windows Server with Hyper-V For small- to medium-sized businesses or mid-market customers looking to take advantage of virtualization benefits with enterprise-level reliability, but priced aggressively and packaged for easy, low-risk implementation. Do you know about HP Virtualization Smart Bundles for Microsoft Windows Server with Hyper-V? These proven reference architectures include everything you need to get started with virtualization Microsoft Hyper-V virtualization software, HP ProLiant Gen8 servers, HP BladeSystem, HP Insight software, HP SANs, HP Virtual Connect technology, and HP networking solutions. HP Smart Bundles for Microsoft are available in three configurations: Essential Tower Move existing servers such as Microsoft Small Business Server, a file server, an server, or even all of them onto one machine, without reinstalling any applications. You can save space, simplify data backup and server management, and lower electricity bills, all at the same time. Essential Rack HA Combine the HP ProLiant Gen8 DL380 Server with the affordable HP P2000 G3 MSA Array System and you get a high-availability solution that keeps applications online, all the time. Scalable Rack HA When HP BladeSystem and Virtual Connect technology are combined with P4000 G2 SANs, you can truly realize the benefits of HP Converged Infrastructure cutting-edge design, integration, and manageability that come together in a single, powerful virtualized solution. Regardless of the Smart Bundle you choose, you receive important cost-saving benefits. Decreased cost, complexity, and implementation time with pre-sized configurations Reduced power consumption by 70 percent using HP ProLiant servers with Windows Server 2012 advanced power management Improved availability with HP StoreVirtual VSA Ability to deliver application high availability without requiring external shared storage with HP StoreVirtual VSA Certified HP ProLiant servers with Microsoft Windows Server 2012 and Hyper-V, including the live migration capabilities you need to support virtual machines
21 HP Client Virtualization SMB Reference Architecture for Microsoft Windows Server 2012 For small- to medium-sized customers looking to implement a secure solution for end-user desktop/devices that provide increased flexibility for end-users. Have you heard of the HP Client Virtualization Small- and Medium-sized Business (SMB) Reference Architecture for Microsoft Windows Server 2012 (HP CV SMB RA for Microsoft WS2012)? Based on HP ProLiant DL380p Gen8 Servers, HP Thin Clients, and industry-leading software from Microsoft, this complete solution removes the guesswork and risk from deploying a desktop virtualization solution. And because the design of the HP CV SMB RA for Microsoft WS2012 leverages the knowledge gained during extensive performance tests, you can deploy the RA with confidence. HP CV SMB RA for Microsoft WS2012 provides: Leading performance Benchmark testing confirms the HP CV SMB RA for Windows Server 2012 can support up to 175 virtual desktops per host server with excellent response time. In addition, you can experience a 6X performance increase with HP ProLiant Gen8 servers, ensuring the solution can comfortably meet the needs of small- to medium- sized businesses. Easier deployment It s easy to set up the HP CV SMB RA for Windows Server 2012 solution on your HP ProLiant server and configure your desktop images, so you can quickly deliver virtual desktops to your users. Because all the software comes from Microsoft, there is no need to work with a third-party vendor, and licensing costs are kept to a minimum. You can start with the sample bill of materials, and then tailor the solution to meet your unique needs. Everything you need With the HP CV SMB RA for Windows Server 2012, there is no additional infrastructure to deploy no need for additional management servers, databases, or SANs, and no need for additional virtualization or management software. Everything you need is included in the solution.
22 HP Departmental Private Cloud Reference Architecture For medium or enterprise customers who need to reduce database sprawl and the accompanying high costs. Did you know the HP Departmental Private Cloud Reference Architecture outlines the process for building a Hyper-V virtualized or private cloud environment using the HP Smart Bundle Essential Rack HA configuration. The HP Departmental Private Cloud RA solution is designed for medium-sized customers who want to consolidate multiple application workloads onto a single highly available Hyper-V cluster, or larger customers who need a standardized mechanism for delivering IT services in a branch office, retail outlet, factory floor, or other facility that requires resources outside the main data center. The configuration was designed to strike the best possible balance between delivering high availability and maintaining an attractive price point for budget-constrained IT organizations. The HP Departmental Private Cloud Reference Architecture is characterized by: Improved resource utilization Get better value from your physical and virtual resources. Rapid design and deployment of standardized IT services Deliver new services in less time; speed return on investment and time-to-value. Cost-effective mechanism for disaster recovery Ensure protection of your information assets, no matter what. Optimization The HP Departmental Private Cloud RA is optimized for Windows Server With new features like shared nothing live migration, NIC teaming, Hyper-V replica, and the new multi-device server manager, organizations have everything they need to build and manage a virtualized or private cloud environment. Best practices for virtualization and cloud deployment This RA brings together the latest HP servers, storage, and networking solutions to deliver excellent performance; it blends the best of both HP and Microsoft technologies in one flexible solution. Balanced architecture The RA provides the right balance between high availability, performance, and cost.
23 HP ConvergedSystem 700x Engineered for Microsoft To help you get the best possible value from virtualization, HP ConvergedSystem 700x Engineered for Microsoft a pre-configured, pre-tested, all-in-one solution creates a faster, simpler path to virtualization and the cloud. Arriving as a complete foundation for the Microsoft Private Cloud, HP ConvergedSystem 700x Engineered for Microsoft is comprised of best-in-class HP Converged Infrastructure and Microsoft virtualization and management software. HP ConvergedSystem 700x Engineered for Microsoft is: Scalable Able to meet your growing data center needs Agile Designed to change quickly and easily High-performance Ready to handle your most demanding workloads Green Running on energy-thrifty HP servers, storage, and networking components Integrated Enabling you to manage all physical and virtual resources from a single console Proven Speeding deployment and lowering risk. HP ConvergedSystem 700x Engineered for Microsoft is: Optimized Deploy a solution architected for flexibility and simplicity, arriving pre-integrated on optimized HP Converged Infrastructure, and tuned for Microsoft Hyper-V and System Center. Streamline deployment using a solution delivered as a virtualization and cloud-ready platform in a box. Leverage designed-in flexibility to customize the solution to meet your unique requirements. Simplified Save time and money with integrated physical and virtual management, tuned specifically for Microsoft virtualization. Integrated Enjoy comprehensive top-to-bottom coverage with integrated management from applications to underlying hardware. An agile foundation for cloud Create a flexible path to cloud using Microsoft System Center or the optional HP CloudSystem Matrix Operating Environment. Benefit from cross-platform support for multihypervisor environments, operating systems, and application frameworks. Trust a solution that conforms to the Microsoft Private Cloud Fast Track Reference Architecture. Copyright 2014 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. The only warranties for HP products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP shall not be liable for technical or editorial errors or omissions contained herein HP and Microsoft Restricted. This document contains confidential and/or legally privileged information. It is intended for HP, Microsoft, and Channel Partner Internal Use only. If you are not an intended recipient as identified on the front cover of this document, you are strictly prohibited from reviewing, redistributing, disseminating, or in any other way using or relying on the contents of this document. Microsoft and Windows are U.S. registered trademarks of the Microsoft group of companies. Intel and Xeon are trademarks of Intel Corporation in the U.S. and other countries. AMD is a trademark of Advanced Micro Devices, Inc. March 2014