Secure Services Training. Jeff Thon

Transcription

1 Secure Services Training Jeff Thon

2 Agenda Sales Landscape Target Prospects Applications Competitive Landscape Product Definition Network Drawings/Architecture Demo Features/Benefits Sales Tools Collateral, Website, Marketing Tools, etc. Sales Procedure Sales Procedure Overview Implementation Support Appendix Qualifying Questions

3 The 3 P s Purpose What Is This All About? What Are Our Objectives? Process How Will We Do It? Payoff What s In It For Me?

4 Purpose What is this all about? By talking this course you will be able to: Describe features & benefits of Secure Services Identify who to target with the correct solutions and sell effectively within the competitive landscape Apply the Sales Process for the EarthLink Secure Services

5 Process How will we do it? Overall IT Services Training Development Plan Pretest Questionnaire to Establish Baseline Knowledge Three Product Training Webinars Three Online Certification Courses

6 Payoff What is in it for me? By taking this course you will: Enhance your ability to successfully sell EarthLink Secure Services

7 SALES LANDSCAPE

8 Targeting & Positioning for Hosting - SMB Shared Hosting for Businesses: Dedicated Hosting for Businesses: That have less than 100 users That have small IT staff and may still be on Exchange May not have budget to upgrade to Exchange 2010 and staff may not be proficient or not trained on Exchange That don t require customization or need to meet security standards/compliance standards (example industry segments with HIPPA or Banking regulations) That have greater than users Where IT feels that it must own and operate system but has limited CAPEX That are concerned with security and/or industry compliance, or concerned with sharing infrastructure with other businesses That need to have control for custom features on mail platform

9 Targeting & Positioning - SMB Microsoft Exchange: Businesses that need tight integration with Outlook Organizations already using Exchange that are looking to migrate from onsite to hosted Business that still have MS Exchange 2003/2007, are CAPEX constraint, & have small IT staff. EarthLink can make it easy & less expensive to migrate to Exchange 2010 Businesses that are used to MS Exchange and are not willing to change their end user experience with , we can help them save money by moving to hosted application Zimbra: Businesses that are willing to look for an alternative to Microsoft Exchange and willing to use open source solutions and associated flexibility Businesses that need all the advantages of dedicated hosting, but is less expensive than MS Exchange

10 Targeting & Positioning Dedicated Hosting - Enterprise Large organizations that need to reduce data center space, as a way to migrate hardware & software at the same time. Industries that have regulatory or compliance requirements that need to be managed by customer Businesses that have downsize IT personnel, dedicated hosting can provide capabilities while still meeting end user support requirements, with a reduced staff For businesses that need customization or greater control over users and mailbox thresholds 10

11 Targeting & Positioning - Enterprise MS Exchange For businesses that need tight integration between Outlook and other MS tools, such as MS Dynamics, SharePoint etc. For businesses that want to upgrade from MS Exchange 2003/2007 without replicating the onsite environment & CAPEX Zimbra If you see business that has had deep cutbacks in IT, their MS Exchange license renewal is coming due and the business is used to having open source platforms, then Zimbra may be an attractive cost savings option to their current platform. If in not a primary workflow platform, then this might be a good cost savings option 11

12 Targeting & Positioning Enterprise Remote Data Protection Any enterprise where users store company-critical information on their own machines, e.g., mobile users working offline. For enterprises with a few small servers. Not a good fit for backing up many large servers or databases, where we would provide a custom backup solution. Secure File Transfer Portal Any enterprise with regulatory requirements for security or which exchanges sensitive documents online. Encryption, Archive Any enterprise with regulatory requirements for security 12

13 Product Positioning Overall Market Amazon Rackspace Secure Works Perimeter esecurity Windstream CBeyond Intermedia EarthLink Virtualization Security Network Support Service Depth Excellent Very Good Good Fair Low 13

14 Product Positioning - Specialization Security Network Support Service Depth Specialization Amazon Rackspace Infrastructure as a Service Secure Works Perimeter esecurity Windstream CBeyond Security Services Connectivity Services Intermedia EarthLink Virtualization /Collaboration Services Total IT Services Excellent Very Good Good Fair Low 14

15 Product Positioning Overall EarthLink fares well when services are looked at as a whole across the overall market Looking at specialized positioning and just those elements rudimentary to those specialized services EarthLink fares okay, but EarthLink isn t likely not going to win the majority of head to head larger deals in areas like Virtualization, Security and There is a difference when looking at Specialized Positioning of Virtualization, Security and for SMB 15

16 Specialization Positioning - SMB Services: Virtualization Security Network Support Service Depth Intermedia Intermedia SMB Market No advantages lost Strong as growing its portfolio around its specialization for the SMB Strong as its focus has been SMB Still very specialized EarthLink The leaders in niches like /Collaboration that have focused on SMB, will continue to be competitors. That said, their lack of broader depth of services plays against them and opens the door for providers addressing the SMB on more needs. These niche providers also lack direct channel touch points with customers and loose that customer advocate and hand holding through broader IT outsourcing needs. Proprietary 16

17 SECURE SERVICES

18 Secure Services Products Secure Archive Encryption Secure File Transfer Portal 18

19 Secure Services Secure is a hosted application that provides users with enterprise-grade business features including calendaring, contacts and document sharing capabilities while protecting with powerful anti-virus and anti-spam Platform Selections Microsoft Exchange Zimbra XWA Options include Encryption Archive Secure File Transfer portal Upgrade your services to enterprise-class services and gain productivity and efficiency.

20 Hosted Microsoft Exchange 2010 Shared and dedicated server options Shared - turn-key simplicity Minimum 5 mailboxes 5 GB storage per mailbox Dedicated - customization Minimum 50 mailboxes Unlimited storage Features Calendar Address book Collaboration (MS SharePoint) Web access Mobile phone support Control Panel Anti-virus Anti-spam

21 MS Hosted Exchange Control Panel

22 Zimbra XWA Dedicated Server Option Alternative to MS Exchange No minimum on mailboxes Unlimited storage Features Calendar Address Book Documents (Shared Documents) Web access Mobile phone support Control Panel Anti-virus Anti-spam

23 Secure Matrix

24 Secure Suite more than just It is really - Secure Communications, Collaboration and Compliance. Secure (S) - because we use HTTPS, IMAPS, SMTPS, TLS protocols, and/or MPLS, VPN networking and the Zix Encryption application to provide secure access to and secure routing of , from anywhere, anytime. Collaboration we can help make your employees part of an efficient team, giving them tools like shared address book, shared calendars, shared documents and flexibility to work from home and the road Compliance Federal Regulations for Financial (GLBA, SEC, NCUA), Health-care (HIPAA), FRCP and others... demand security, encryption and archiving of data.

25 Secure Benefits Anywhere, anytime access of s, contacts, calendars and files Increase productivity by collaborating securely with coworkers, customers and suppliers Save money by not having to purchase licenses, backup software and antivirus software Have experts maintain and manage your platform Maintain security and reliability with a hosted platform in a secure SAS 70 Type II enterprise-class data center Meet policy and compliance needs

26 Antispam and Antivirus Filtering Grey listing prevents spam floods SPF checks matches IP address to domain name Valid user check prevents dictionary attacks Real time black hole (RBL) subscriptions (known spammers) Black & white lists allow all or stop all Spam-labeled can be routed to users junk folder on desktop or it is in quarantine on the web 26

27 Encryption Encrypt sensitive data in when required Provide full content scanning for encryption Control security policy Recipient receives and is required to enter a password to open Manage policies for regulatory compliance HIPAA GLBA SOX

28 Benefits of Encryption Protects company reputation and assets ( customers, intellectual property, etc.) Regulatory compliance (HIPAA, GLBA, SOX, State data security laws) Avoids cost of major security breach Communicate securely with business partners Increase revenues & improve customer service 28

29 Encryption Use Zix encryption service largest encryption network Greater than 30M users and growing at 50K new users per week Offer immediate seamless access to all users on the Internet Includes many of nations most trusted institutions All US Federal banking regulators, NCUA, SEC, 20 state banking regulators 29

30 30 Customer Branded Portal

31 Archive Secure vault provides preservation for compliance and operational purposes Archive records in original state Search and retrieve archived s based on user name, recipient, date, time and subject Protect against accidental deletions of s

32 Secure File Transfer Portal Customer branded portal for sharing documents Sender and recipient are able to push and pull documents securely to and from the portal Up to 800 MB Documents stored on site for specified time limit Documents are encrypted for security purposes

33 Sales Tools & Where to Find Them EarthLink Business IT Services Corporate Website IT Services Sales Toolkit Sales Guides Customer Facing Presentations Product Collateral Case Studies Training Courses Competitive Information Industry Learning Links 33

34 Sample Tools

35 SALES PROCEDURE

36 Probing Questions Describe your current environment, likes and dislikes? Number of Users? size of Mail Storage? Mobile users? Is there anything missing in terms of functionality or security? Do you have the IT staff to allocate to supporting ? Are you in an Industry that demands security and privacy compliance? Are you interested in getting your employees, business partners, customers and prospects better connected? 36

37 Sales Procedure Overview Probe for an IT Services Opportunity Engage your SE and qualify the IT Services Opportunity Fill out the Customer Opportunity (COP) Form with SE Send COP form to ITSC will design & quote the solution. The solution will be reviewed with SE/AE Solution is proposed to customer with ITSC, AE and SE

38 Post Contract Implementation Onboarding specialist enters order into MOSS & scans contract into system Internal project meeting is held to assign Project Manager Project Manager develops a preliminary project plan Customer call is scheduled to discuss implementation plan Weekly implementation review meetings are conducted with customers on an as needed basis SOC managers monitors & supports system to ensure all tasks are completed Completed order notification letter is sent out to customer upon completion Customer receives invoice from the MOSS system Note: MOSS is the provisioning & billing system for IT Services currently

39 Support Process IT Services Support Customer Initiates a at Support@EarthLinkIT. com or calls TT is automatically generated in MOSS from customer e- mail TT system automatically sends customer notification that TT has been rec d The Customer Service Rep reviews TT and assigns Dept, Category, Severity & Scope in dropdown. Is it a simple TT and can be resolved by Customer Service Rep? Customer Services Rep. resolves TT and Yes sends correspondences back to customer via NO Customer Service Rep escalates to Level 1 Tech and replies to TT notifying customer ticket has been escalated to Level 1 support and sets ticket status to in-progress Customer Service chooses the appropriate dept to forward too for level 1 support Level 1 support verifies category, severity and scope is correct and If not they will set sub category Can level 1 Support complete ticket? Level 1 Support resolves issue and sends correspondences back to customer via Support TF Number Level 1 Tech replies to TT notifying ticket has been escalated to Level 2. and keeps ticket in-progress Level 1 Tech Escalate to a level 2 Tech No Level 2 Tech resolves issue and sends correspondences back to customer via NOC/SOC Manager reviews tt are being worked daily End Customer Service Opens up TT Gather Account authorized contacts, customer acct number & Pin

40 Setting Customer Expectations Separate IT Services Invoice IT Services Welcome Letter IT Services Terms & Conditions and Schedules

41 ANY QUESTIONS?

42 APPENDIX

43 Customer Profile for Hosted Businesses with > 15 users and less than users, are potential candidates for Shared Hosted Exchange Businesses with >75 users or businesses in healthcare or financial verticals that have compliance regulations such as HIPAA or GLBA are very good candidates for Dedicated Hosting. Furthermore, those businesses in the healthcare and financial sectors are even better candidates for Secure Suite. Optional features such as Encryption, Archive and Secure FTP Portal is key for Healthcare & Financial Industries Proprietary and Confidential 43

44 Identifying Secure Opportunities What platform are you running? Gmail, Zimbra, Exchange, others? Where are you running your application? If on site, provide benefits of hosted Secure service in a secure and redundant SAS 70 Type II data center. If they already have hosted , determine if they need an upgrade from Exchange 2003 or provides benefits of security that is inherent in ELNK SAS 70 Type II data center 44

45 Identifying Secure Opportunities Do you have the IT staff to manage and maintain your platform? If no, EarthLink can provide secure, a reliable Hosted Exchange 2010 service. You will have the latest platform, an expert IT staff to manage & maintain all your updates & system patches. In addition, you will have full system backup & control of your infrastructure. If yes, probe to see if customer requires collaboration services or access for their remote or mobile users. We provide collaboration services, which include shared calendars, documents and address book with Hosted Exchange There is active sync for mobile users as well as Outlook web access for remote users. 45

46 Identifying Secure Opportunities Is the customer is in the financial or healthcare verticals? Potential candidate for Secure Suite Why Secure Suite... Customers that are regulated by HIPAA, GLBA, SOX will benefit from ELNK s Secure Suite. Secure Suite not only has powerful antivirus and anti spam, but we also offer Encryption, Archiving and Secure File Transfer Portal to send large files securely. 46