The Balancing Act: Accelerating product adoption throughout the Extended Enterprise while growing...

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The Balancing Act

Accelerating Product Adoption While Also Supporting the Bottom Line


The Balancing Act

Adoption Margins


About Calix

Business: Broadband access systems and software

Customers: Communications service providers

Reach: 85 countries

Employees: 900+

Learner(s): Technicians, CSRs, Net Ops, Engineers

Education Services team of 6!!


Strategic Enablers

Calix

Customer

Service

Education

Services

• Streamline broadband

network infrastructure

•Support deployment

and operations

•Self-service resources

and tools• Develop and validate

knowledge, skills, and

best practices

• Achieve business

goals

• Communications and

readiness

• Measure, improve,

expandAdoption

Margins

• Achieve operational

efficiencies

• Enable self-service

• Streamline delivery


Calix Education Services Model

How is it

sold?

•Attached to sale

•Post-sales

Who is

doing

the

selling?

•Primarily Field Sales teams

Pricing

•Standard and custom SKUs

•POs

•Training Units

•Credit Cards

Transaction Snapshot

Training Units

POsCredit Cards

Coupons

25%

22%16%

37%


The “Before” State

Feature-poor user-interface

Time-consuming workflows

Disconnected from enterprise


Plan for Improving Adoption

• Study learners1

• Prepare learners for change2

• Drive awareness30%

5%

10%

15%

20%

25%

30%

16 to 19 years 20 to 24 years 25 to 34 years 35 to 44 years 45 to 54 years 55 to 64 years 65 years andover

Wired telecommunication carriers' labor force

Source: Bureau of Labor Statistics, United States Department of Labor

45 years


Release Strategy


Post-Deployment


Preparing Learners


The First Six Months

5543

823

537

Total Active Users

Partner

Employee

Customer

71%

16%

8%

4%

1%

Catalog Utilization

Online Course

Session

TestVideo

Material

Top 5 Online Course

Completions

43

43

79

86

112Getting Started with Calix Academy

Networking Basics

Active Ethernet Overview

CMS Overview

C7 Overview


Plan for Increased Margins

• Achieve operational efficiencies

• Enable self-service

Work cost reduction

before deployment

• Reduce cost of instructor-led training

• Reduce course development time

Streamline Education

Services delivery

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Process Improvement


Technology Integrations

Partner EmployeeCustomer


Streamline Delivery

Virtual

Classroom

Blended

Learning Paths

Optimize

Development

Time


The “After” State… and Beyond

Pre-paid Lab Time

Subscriptions

Order operations integration

Service Station integration

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The Balancing Act: Accelerating product adoption throughout the Extended Enterprise while growing...

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