1 SHORETEL CHAMPION PARTNER PROGRAM CLOUD RESOURCE Qualifying ShoreTel Sky Prospects ShoreTel Sky Positioning Guide Supplement When approaching a potential customer, it is important to create a foundation of information. This information will help you track your lead contacts and will identify the pain points and prospect business strategy that will become your opportunity for closing the sale. It will also keep you from wasting time pursuing leads that are not a good fit for the ShoreTel Sky solution but would be better suited for the ShoreTel Unified Communications Platform on-premises solution. Use this supplement to the ShoreTel Sky Positioning Guide as a checklist as you begin each new prospect relationship.
2 Qualification checklist Must-have information ten key things to know 1. Complete company and contact information, including: Company name, HQ address, and website address Contact name, title, address, and phone number (including extension) 2. A high-level understanding of their business drivers (why are they looking at phone solutions) Good answers: wanting to add unified communications capabilities, have an impending event, looking to integrate with CRM, ERP, etc. Bad answer: looking to reduce costs (could be a candidate for on-premises solution) 3. Impending event (see the ShoreTel Sky Positioning Guide for detailed pain points and value propositions to meet these opportunities, page 24): Creating a new office Moving offices End-of-life on-premises system Feature(s)/functionality is needed Unreliable on-premises phone system includes poor call quality, features not functioning properly, etc. Unreliable cloud phone system includes poor call quality, features not functioning properly, etc. No phone system Outgrown Current Phone System current system is incapable of supporting current number of users 4. Inclination toward cloud-based solutions 5. Evidence of corporate/executive awareness and/or sponsorship 6. Planned timeline for implementation must be within nine months for opportunities < 100 users 7. Number of planned implementation locations and users 8. Total number of users in the company this number could be different than the number in the initial deployment 9. Identification of the contact s role in the evaluation process (see the ShoreTel Sky Positioning Guide for detailed value proposition by customer role, page 27) Head of Sales Head of Marketing CFO CIO/IT Professional CEO, business owner 10. Existing CRM solution CHAMPION PARTNER PROGRAM CLOUD RESOURCE: ShoreTel Sky Positioning Guide PAGE 2
3 ShoreTel Sky prospect limitations Below are user minimums and locations that ShoreTel Sky generally cannot service well, if at all. Direct businesses outside of the U.S. lower 48 states to the ShoreTel Unified Communications Platform on-premises solution, as it is available internationally. User minimum The minimum number of users for ShoreTel Sky is 5 full-featured users This is the minimum regardless of the number phones Any mobility only users must be in addition to the 5 full-featured users Alaska and Hawaii service can be provided, but has limitations outside of metropolitan areas US territories (e.g., Puerto Rico) have these limitations: Calls made to local phone numbers are charged international rates and not included in unlimited calling plan ShoreTel cannot provide local phone numbers to these locations Canada In order to provide service to a Canadian location ShoreTel must also provide service to a US location Minimum of 25 users and prospect must be willing to pay surcharge for calls between Canadian and US offices International surcharge for calling Canadian phone numbers from US and vice versa ShoreTel can provide phone numbers and T1s to metropolitan areas International ShoreTel cannot provide phone numbers other than USA phone numbers Using differentiators and value propositions to qualify prospects Every rep should write a value proposition to be used on every call. It is good information to use when educating prospects about ShoreTel Sky and the options available in the marketplace. ShoreTel Sky excels at three key points below; these are the value-add that are the ShoreTel Sky solution differentiators in the marketplace. This value proposition can be used to qualify prospects who are a good fit into nextsteps. It can also qualify prospects who are not a good fit for the ShoreTel Sky sales cycle and direct them to the ShoreTel UC Platform on-premises solution. Fully managed These are aspects we manage and how we define managed phone system: We manage the phone system and all services we provide We prefer to deliver a private connection (T1) for your phone calls. That allows us to provide disaster recovery, manage call quality, and remove vendor finger pointing by being your one-stop-shop for telephony services. We build your phone solution, manage the implementation of it, and train your users, so you can focus on running your business. CHAMPION PARTNER PROGRAM CLOUD RESOURCE: ShoreTel Sky Positioning Guide PAGE 3
4 Customer experience We provide a guaranteed amount of phone system uptime/system SLA That is, we commit to our clients that they will have a minimum percentage of phone system up-time. There s recourse for you if we do not keep our commitment. We also provide a support SLA Trust.shoretelsky.com displays how fast we re answering service calls and resolving service requests as well as other service metrics and information. Many companies talk about how good their service is. We have numbers to prove the quality of ours. Net Promoter Score (NPS) Net Promoter Score is how corporations such as Apple, Southwest, and others determine how willing their customers are to refer them to family and friends/others Average telecom NPS is -4 and ShoreTel s current NPS is 45 ShoreTel Sky has the lowest client churn we know of in the industry of 4% per year compared to the industry average of 25% per year Business impact We help businesses make better strategic decisions by providing data from the phone system through customized reporting and CRM integrations. See the ShoreTel Sky Positioning Guide for Seven ways to business impact, page 17 Discussing the cloud: sample dialogue Here is an example dialogue to help reps understand how to discuss cloud telephony with prospects. 1. How familiar are you with cloud solutions? a. If the prospect is familiar: Great! What is your opinion of cloud solutions? i. If the response is positive: Great! What cloud solutions do you use today within your business? (go to second question) ii. If the response is neutral: Oh, tell me more (understand if there is a misconception or reason that can be overcome) iii. If the response is negative: Oh, tell me more on why that is (understand if there is a misconception or reason that can be overcome; if not, then this will not be a good opportunity) b. If the prospect is unfamiliar: Have you outsourced any of your services or hosted any of your software in the cloud? i. If the response is yes: make the connection between that and our hosted solution and get their opinion of cloud solutions (see above). ii. If the response is no: explain what a cloud communications solution is/ means. 1. If reaction is positive: continue qualifying and be positive 2. If the reaction is negative: gracefully exit the conversation as we will not be a good fit for the prospect. CHAMPION PARTNER PROGRAM CLOUD RESOURCE: ShoreTel Sky Positioning Guide PAGE 4
5 About ShoreTel ShoreTel is a provider of business communication solutions whose brilliantly simple unified communications platforms, applications and mobile UC solutions promise a new rhythm of workforce engagement and collaboration. With costly complexity eliminated by design from its award winning, all-in-one IP phone system, UC and contact center solution, and its industry leading hosted business phone system, workers enjoy a freedom and self-reliance that other providers can t match. Users have full control to engage and collaborate, no matter the time, place or device, for the lowest cost and demand on IT resources in the industry. ShoreTel is headquartered in Sunnyvale, California, and has regional offices and partners worldwide. For more information, visit shoretel.com or shoretelsky.com WORLD HEADQUARTERS 960 Stewart Drive, Sunnyvale, CA USA. shoretel.com and shoretelsky.com +1 (800) Toll Free +1 (408) Tel. +1 (408) Fax for ShoreTel EMEA ASIA PACIFIC +1 (646) Tel. +1 (646) Fax for ShoreTel Sky Freephone +44 (1628) Tel. +61 (0) Tel. Copyright 2014 ShoreTel. All rights reserved. The ShoreTel logo and ShoreTel are registered trademarks of ShoreTel, Inc. in the United States and/or other countries. All other copyrights and trademarks herein are the property of their respective owners. Specifications are subject to change without notice. Part # /3.14
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