Secure Email
Services Training
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
The 3 P’s
•
P
urpose
–
What Is This All
About?
–
What Are Our
Objectives?
•
P
rocess
–
How Will We Do It?
•
P
ayoff
Purpose – What is this all about?
By talking this course you will be able to:
–
Describe features & benefits of Secure Email
Services
–
Identify who to target with the correct solutions and
sell effectively within the competitive landscape
–
Apply the Sales Process for the EarthLink Secure
Email Services
Process – How will we do it?
•
Overall IT Services Training Development Plan
–
Pretest Questionnaire to Establish Baseline
Knowledge
–
Three Product Training Webinars
Payoff – What is in it for me?
By taking this course you will:
–
Enhance your ability to successfully sell EarthLink
Secure Email Services
That have less
than 100 users
Where IT feels that it
must own and operate
email system but has
limited CAPEX
That have small IT staff and may
still be on Exchange 2003. May not
have budget to upgrade to
Exchange 2010 and staff may not
be proficient or not trained on
Exchange 2010.
That need to have control for
custom features on mail
platform
That don’t require customization
or need to meet security
standards/compliance standards
(example industry segments with
HIPPA or Banking regulations)
That are concerned with
security and/or industry
compliance, or concerned
with sharing infrastructure
with other businesses
Targeting & Positioning for Email Hosting - SMB
Shared Email Hosting for
Businesses
:
That have greater
than 75-100 users
Dedicated Email Hosting for
Businesses
:
Businesses that are willing
to look for an alternative
to Microsoft Exchange and
willing to use open source
solutions and associated
flexibility
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 email, we can help
them save money by moving to hosted
application
Businesses that need all the
advantages of dedicated
email hosting, but is less
expensive than MS Exchange
Targeting & Positioning - SMB
Microsoft Exchange:
Organizations already using
Exchange that are looking to
migrate from onsite to
hosted
Zimbra:
Businesses that need
tight integration with
Outlook
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 email
hosting can provide email 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
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 email platform.
•
If email in not a primary workflow platform, then this might be
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.
Email Encryption, Email Archive
Virtuali-zation
Security
Network
Support
Service Depth
Amazon
Rackspace
Secure Works
Perimeter
eSecurity
Windstream
CBeyond
Intermedia
EarthLink
Excellent Very Good Good Fair Low
Virtuali-zation
Security
Network
Support
Service Depth
Amazon
Rackspace
Secure Works
Perimeter
eSecurity
Windstream
CBeyond
Intermedia
EarthLink
14
Infrastructure
as a Service
Security
Services
Email/Collabor-ation Services
Specialization
Connectivity
Services
Total IT
Services
Excellent Very Good Good Fair Low
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 Email
•
There is a difference when looking at Specialized
Proprietary
d
16
Email Services:
Virtuali-zation
Security
Network
Support
Service
Depth
Intermedia
Intermedia –
SMB Market
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 Email/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.
No advantages
lost
Secure Email Services Products
•
Secure Email
•
Email Archive
•
Email Encryption
•
Secure File Transfer Portal
Secure Email Services
•
Secure Email 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
–
Email Encryption
–
Email Archive
–
Secure File Transfer portal
Upgrade your email services to enterprise-class
services and gain productivity and efficiency.
•
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
•
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
Secure Email Suite –
more than just email
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 email and
secure routing of email, 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 email data.
•
Anywhere, anytime access of emails, 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 email
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 email can be routed to users’ junk
folder on desktop or it is in quarantine on the
•
Encrypt sensitive data in email when required
•
Provide full content scanning for encryption
•
Control security policy
•
Recipient receives email and is required to enter
a password to open email
•
Manage policies for regulatory compliance
–
HIPAA
–
GLBA
–
SOX
28
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
29
Email Encryption
•
Use Zix encryption service – largest email
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
Customer Branded Portal
30
30
Email Archive
•
Secure vault provides email preservation for
compliance and operational purposes
•
Archive records in original state
•
Search and retrieve archived emails based on
user name, recipient, date, time and subject
•
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
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
Probing Questions
36
36
–
Describe your current email 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
email?
–
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?
Sales Procedure Overview
Solution is proposed to customer with ITSC, AE and SE
ITSC will design & quote the solution. The solution will be reviewed with SE/AE
Send COP form to [email protected]
Fill out the Customer Opportunity (COP) Form with SE
Engage your SE and qualify the IT Services Opportunity
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
Support Process
IT Services Support
Support
Level 1 Support resolves issue and
sends correspondences back to customer via e-mail
Level 1 Tech Escalate to a level 2 Tech
Customer Service Opens up TT
Customer Service chooses the appropriate dept to forward e-mail too
for level 1 support
The Customer Service Rep reviews TT and assigns Dept, Category,
Severity & Scope in dropdown. Customer Initiates a e-mail
at
Support@EarthLinkIT.
com
or calls 1-800-957-4872 TT is automatically generated in MOSS from customer e-mail TT system automatically sends customer e-mail notification that TThas been rec’d
End NOC/SOC
Manager reviews tt are being worked
daily
Gather Account authorized
contacts, customer acct number & Pin 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
Level 1 support verifies category, severity and scope is
correct and If not they will set sub category
Level 1 Tech replies to TT notifying ticket has been escalated to
Level 2. and keeps ticket in-progress
Customer Services Rep. resolves TT and
sends correspondences back to customer via e-mail Yes
No
Level 2 Tech resolves issue and sends correspondences back to customer via e-mail
NO TF Number Is it a simple TT and can be resolved by Customer Service Rep?
Can level 1 Support complete ticket?
