Techline Europe Making it easy to sell solutions.
Technical Sales Support © 2005 IBM Corporation
Techline EuropeStatus and Direction
François HinaultTechline Manager Benelux/[email protected]
Techline Europe
© 2005 IBM Corporation2 Technical Sales Support
Techline Mission
To improve IBM and Partner Sales productivity by providing readily
accessible Pre-sales Technical Support which
� contributes to Systems, Software & Solution Revenue attainment
� increases Customer Face Time of IBM and Partner sales teams
� improves Customer and Partner Satisfaction to exceed our
competitors
through a consistent Global Model which efficiently links &
leverages resources and skills around the world.
….. Making it easy for you to sell solutions
Techline Europe
© 2005 IBM Corporation3 Technical Sales Support
Techline Value
� Workload reduction for BP sales and technical teams
� Over 1650 requests from SWG BPs to Techline YTD
� Reliable and written answers
� 86 NSI with Techline Skills
� Cost free, direct and fast access to technical experts
� Average 15 years IT industry experience in Techline
� Faster turnaround
� 94% of requests responded to within time BP asked
� Increased customer face time for sales people
� 8 hours saved by BPs on average per request(source: Techline BP User Survey 2006)
….. Making it easy for you to sell solutions
Techline Europe
© 2005 IBM Corporation4 Technical Sales Support
Products Supported� Software Group Portfolio
� Information Management
� Lotus
� Rational (Routing)
� Tivoli
� WebSphere
� zSeries
� eServer and OS
� System i, AS/400, OS/400
� System p, RS6000, AIX inc OpenPower
� System x, Blades and IntelliStations
� System z, S/390, z/OS, MVS, VM, VSE
� System Storage
� Printing Systems
� Lenovo Desktops and Laptops
� Linux on all platforms
Done by Others� IM – Ascential, Informix
� Tivoli - Omegamon
�WS - Pervasive Computing
Techline Europe
© 2005 IBM Corporation5 Technical Sales Support
Techline Services� On Site Pre Sales Support
� Defect Support
� “How To” information
� Infrastructure Solution Design and Component Selection
� Solution Sizing
� WebSphere, DB2 Information Management, Lotus
� SAP, PeopleSoft/JDE, SSA/Baan, Oracle eBS
� H/W and S/W Configuration support
�2nd level for Partners including initial training
� Proposal Support: RFI and RFP paragraphs
� Solution assurance information
� IBM Product information
� features and positioning
� interoperability and compatibility
� versions, releases, pre- and co-requisites
� technical marketing bullets
� licensing terms
� Competitive Product Information
Done by Others
Techline Europe
© 2005 IBM Corporation6 Technical Sales Support
Improved Support - Sizings New
Techline Europe
© 2005 IBM Corporation7 Technical Sales Support
Techline Locations in Europe
180 IT Specialists in
8 Locations in
6 Countries - but
1 Service
Default Language
�English
Other Languages supported
�French
�German
�Italian
�Spanish
�Russian
Madrid
Paris
GreenockDublin
Basingstoke
Milan
Herrenberg
Hannover
8 IMT: Italy
BeNeLux
France, North Africa
Iberia, Greece, Israel, Turkey
Germany
UK Ireland & South Africa
Nordic
CEMA, Austria, Switzerland
Techline Europe
© 2005 IBM Corporation8 Technical Sales Support
Techline Europe - Software Team
UKGermany
France
Italy
��Tim EvansTim Evans
��Lara PayneLara Payne
��RahilRahil RajaRaja
��Sarah Sarah BraderBrader (TL)(TL)
��Paul Paul SieversSievers
��Simon Simon NorringtonNorrington
��Christine Christine CourtialCourtial
��Isabelle Isabelle DesobeauxDesobeaux
��Alain Alain LambletLamblet
��Patrick Patrick HamonHamon
��Klaus Klaus BusBussese
��Wolfgang FrWolfgang Freyey (TL)(TL)
��Alfred MaurerAlfred Maurer
��SibylleSibylle SchSchääferfer
��BeateBeate HandelHandel
��Martin LorenzMartin Lorenz
��JuergenJuergen BlaschkeBlaschke
��Valeria Valeria BernarBernardidi
��LucianoLuciano RossiRossi
��Andrea Andrea SantiSanti
��Paola Paola CastegnaCastegna
��Roberta Roberta FuriaFuria
��Roberto Roberto DellDell’’OrtoOrto
Russia
��ANO ANO OneOne
��ANO ANO TwoTwo
Techline Europe
© 2005 IBM Corporation9 Technical Sales Support
Techline Europe Organisation - 2006
Andrew Craig
Techline Europe Manager
John Roberts
CRM
Michel Clostermann
Operations Manager
Adam Hammond
Centre Manager
UK
Massimo Li Volti
Centre Manager
Italy / Spain
Francois Hinault
Centre Manager
France
Achim Huebner
Centre Manager
Germany
John Divers
xSeries and Lenovo
Klaus Moog
Reporting and Help Desk
Sylvana Gilioli
Software
David Marquez
zSeries and Software
Manfred Scheffler
zSeries and Software
Dave Shave-Wall
zSeries and Software
Alberto Mingardi
Server and Storage
Christophe Maldy
Mid-Range and Storage
Hans Depping
Mid-Range and Storage
Mark Round
Server and Storage
Techline Europe
© 2005 IBM Corporation10 Technical Sales Support
Techline Access Within the TSS Structure
IBM SalesPartners
ibm.comPartnerWorldContact Services
Deal Hub
Customer
CTS and
BPTMBrand FTSS
& eTS
Techline
Advanced Technical Support
Brands - Global Industries – DR - ITSO
PartnerWorld
TRG
VRUInstant
MessagingTRG
TRG
VRU
TRG
TRG
Techline Europe
© 2005 IBM Corporation11 Technical Sales Support
Techline Improvements and Extensions
� Improved Access (Done)
– Electronic: Web form with cookie and save/resume
– TelePhone: Direct access to Techlinevia VRU with Account Level PIN
– Language: Russian added
� Improved Access (Direction)
– Telephone: Direct access to Techlinevia VRU with Contact Level PIN and CTI - We know who you are!
– Text Chat: Based on pSeries VIC implementation
� Additional Services (Available)
– Sizing Portfolio: Broadened and brought up to date
– Rational: Added to web form as routing service to CTS / FTSS
– Competitive: Microsoft initially
� Additional Services (Direction)
– Cross Brand: Infrastructure Solutions
– SOA: Accelerator
– Reuse: Increased Hints and Tips and Quick Proposals on PartnerWorld
Techline Europe Making it easy to sell solutions.
Technical Sales Support © 2005 IBM Corporation
Reference
François HinaultTechline Manager Benelux/France
Techline Europe
© 2005 IBM Corporation13 Technical Sales Support
Technical Support Life Cycle
Customer
(post-sales)
Service &
Support
Pre-deployment /
Implementation
Support
Technical
Sales
Support
Technology
and Skills
Enablement
Technology
Awareness
and Adoption
Techline Europe – remote support
Identify / Adopt and EnableIdentify / Adopt and Enable Sell and ImplementSell and Implement SupportSupport
Enhance channel skills and provide assistance in application development, integration and
porting of customer solutions
Provide information and help to the
channels to select solution
components, build proposals and respond to bids
Assist in the
development and
implementation
of a customer
solution
Provide
product usage
and defect
support
Articulate IBM
technology,
offerings
and benefits
Channel Technical Sales – face to face support
Techline Europe
© 2005 IBM Corporation14 Technical Sales Support
Techline and Channel Technical Sales (SWIT)
PartnerWorld
Contact Services
Business Partners
Techline
Technical briefings
Customized education
Multi-brand workshops
Product installation &
implementation assistance
Critical Implementation Support
Proof of Concepts
Project & Design Consulting
Technical Mentoring
Bid Assistance
Product information
Version, releases & positioning
Features, pre- & co-requisites
Interoperability and compatibility
Licensing, T&C‘s
Technical product marketing
Solution Sizing
H/W & S/W Configuration support
1st level for IBMers
2nd level for Partners
Remote
When remote support or special Techline service is needed (via CRM or real-time)
When Face to Face or non-Techline functions are needed
Face-2-Face
Technology &
Skills Enablement
Technical Sales & Presales
Support
WebSphere
DB2 IM
Tivoli
Lotus
PartnerWorld
WebChannel Technical
Sales (SWIT)
Techline Europe
© 2005 IBM Corporation15 Technical Sales Support
Ways of Accessing Technical Sales Support
PartnerWorld & VIC Basic webBasic navigation
Basic search
Ibm.comGuided search
Forums & VIC Chat
Collab Center
Short text chat
BP/BP CollaborationCommunity support
Techline
ITS & IDR Tech
Support
Electronic / Voice
BP/IBM
Collaboration
Remote support
Brand services
Channel Tech Sales
ITS
Face-to-FaceOn site support /
consultancy
“Help me!”
“Visit me!”
Self-Directed
Assisted
Customised
Techline Europe
© 2005 IBM Corporation16 Technical Sales Support
Which version of WAS supports heterogeneous cells?
Do I need DB2 Connect Unlimited for accessing DB2 OS/390 data when
running WebSphere on Linux/390? If yes, do I have to license the full
number of Millions of Service Units (MSUs) on the machine?
Does Domino provide failover and load balancing of systems?
Can we track multiple JVM's (for chargeback purposes) with IBM Tivoli
Monitoring for Web Infrastructure?
Techline Requests Examples
Techline Europe
© 2005 IBM Corporation17 Technical Sales Support
How do you engage Techline?
� Primary access to Techline is electronic
www.ibm.com/partnerworld/techline
– automatically routed to, and picked by the first available skilled specialist
– allows written assumptions and study results (files attachments)
– available out of working time
– allows forwarding the request to another specialist if needed
– allows specifying a priority
� Telephone access available for complimentary use
– in case of urgency
– when electronic access is not possible (e.g. on customer site)
Entitlement Criteria: Premier and Advanced IBM Business Partners within PartnerWorld
and Member level IBM Business Partners with a Value Package
