Onboard

This touch socializes the benefits and value proposition of Smart Net Total Care.

Desired customer action: Explore the benefits and features of Smart Net Total Care on the resource guide.

This email is sent within one week after the Welcome email, to customers who have a contract that does not exclude product returns and replacements (RMA) benefits. A customer can only qualify to receive this touchpoint every six months.

This touch helps customers understand the Cisco Technical Assistance Center (TAC) to maximize their Smart Net Total Care investment.

Desired customer action: Explore resources to understand the TAC and open a support case.

This email is sent within one week after the Onboard email.

Benefits: RMA

This touch helps customers understand the returns and replacements process to maximize their Smart Net Total Care investment.

Desired customer action: Explore resources to understand the returns process and access the Returns portal.

This email is sent one week after the preceding Use: TAC email.

Benefits: Communities

This touch highlights the benefits of the Cisco Community, including opportunities to interact with peers and ask questions.

Desired customer action: Explore the Cisco Community for Smart Net Total Care.

This email is sent one week after the preceding Benefits: RMA email.

Use: Portal Introduction

This touch socializes the benefits of using Smart Net Total Care’s smart capabilities, focused on the portal.

Desired customer action: Register for Smart Net Total Care portal access.

This email is sent within one week after the preceding Benefits: Communities email, if the customer has not previously registered for the portal.

This touch reminds customers of the Smart Net Total Care portal benefits and directs them to the portal registration page.

Desired customer action: Register for Smart Net Total Care portal access.

This email is sent one week after the preceding Portal Introduction email, if the customer has not yet registered for the portal.

This email is sent based on the account telemetry data, not individual. This email is sent to either (1) contacts at accounts who have not run a report in the Portal within 15 days of receiving the “Inventory Upload Email”, or (2) contacts at accounts who have not run a report in the Portal within 15 days of receiving the “Portal Onboarding Complete” email (but had skipped the “Inventory Upload Email”). If, after an additional 15 days, accounts have still not run their first report, contacts will be sent a Report Finder Non-Responder Email.

Use: Portal Implement 1

This touch equips the customer with all the steps needed to complete Smart Net Total Care portal setup.

Desired customer action: Follow the resource guide instructions to complete portal setup.

This email is sent if a customer completes portal registration and has not completed the additional telemetry steps (downloading the collector, registering the collector, and uploading the inventory).

This touch begins to break out portal setup into a step-by-step process.

Desired customer action: Prepare their environment and download the CSPC collector.

This email is sent one week after the preceding Portal Implement 1 email, if the customer has not completed the additional telemetry step of downloading the collector.

Use: Portal Implement Non-Responder 2

This touch walks customers through the final step in the Smart Net Total Care portal setup process.

Desired customer action: Discover existing devices and upload inventory.

This email is sent one week after the preceding Portal Implement Non-Responder 1 email, if the customer has completed the additional telemetry step of downloading the collector.

Use: Portal Implement 2

This last touch congratulates the customer and confirms Smart Net Total Care portal setup is complete. It directs customers to learn about available reports and how to run them in the portal.

This email is sent one week after the preceding Portal Implement Non-Responder 2 email, if the customer has completed the additional telemetry step of uploading inventory.

Use: Report Finder

This touch is sent to customers who completed portal setup by downloading the collector and uploading inventory prior to receiving the final Use: Portal Implement email. This allows them to enter back into the journey and take advantage of reports in the portal.

Desired customer actions: Select a business goal to learn about available reports and how to run them in the portal.