Deal management for healthcare

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my name is Tyler Wendling I'm a partner experience manager with rapid scale based in Denver Colorado supporting the mountain region I was asked today to present a anatomy of a deal from a healthcare solutions organization based in the Mountain West region that rapid scale was able to earn the business on does a quick reminder these webinar series are being recorded both the deck and the recording will be sent out to you via email within 24 hours and if you have any questions throughout the presentation we have to get to chat them in using the Q&A panel over to miss summer and we'll answer the questions that come up at the end of the presentation if there are any now on to the deal we like to give everybody an overview of who our partner is who our customer is then talk about the solution so the parker actually on this opportunity we've gotten to know each other a lot over the past five months this was our first engagement with rapid scale this partner brought rapid scale the opportunity has a really nice traditional base book of business has been in the industry for years came from one of the service providers back in the day and he has a nice book of business and we see him accelerating his business and exploding to new areas with things like SD wine UK security and cloud infrastructures so he's diversifying his portfolio in truthfully selling more complex solutions that have a lot of moving parts within people's business it's not to cut away from the traditional transactional portion of the business but this is allowing this partner to get a little deeper I will give kudos to the partner he has told a good amount of cloud he has sold actually a lot of security he takes a business first approach that's outcome driven so we're gonna talk about this deal today I like to thank this partner reverse engineers a solution based on his customers and who he's meeting with and talks about the business outcome and then we then he reverse engineers it with products and solution to get a customer to market so it's definitely a unique approach to join businesses with someone and it also gains a lot of trust within that business organization I mentioned that this is our first engagement I I would I'd be remiss to say that there's a learning experience learning curve for both of us working together on this opportunity from our original engagement the partner wanted to talk about one solution set that we had and as you'll see a little later in the webinar we're providing a lot of different services for this client and in truthfully we probably wouldn't have earned the business if we actually couldn't do everything that we said we wouldn't and also expand into other arenas of the business for me I'm working with this partner I learned a ton around what the business outcome was that we were driving towards his unique sales approach it was really cool to learn plus a very unique ROI calculator that he was putting together that's proprietary for him we have similar tools but we were going to talk a little bit about those costing models and what we wanted to touch on when presenting to his customer and truthfully he was the one presenting the ROI calculations the partner the customer profile from our perspective this is somebody that works in the health care space so security is utmost importance to them this customer has offices around the country smaller and read smaller offices like a couple people here and there plus they have independent contractors scattered throughout the country that actually don't report into an office so they have a unique business model they're working with healthcare organizations around strategies and other service offerings that are very high touch within someone's business and they're they're similar to a rapid tailor service provider to support their customer base with this customer we're dealing mainly with what I'm gonna refer to as kind of the CIO this person wore multiple hats like a lot of our customers this person was a one-man band that was responsible for a lot so very I wouldn't say unique for the size of the organization with 60 internal and but one person stretched pretty thin supporting the business when it came to uncovering the opportunity the partner had a relationship with with this customer previously so he had some rapport with with this customer and truthfully the the approach that the partner took sitting down wanting to understand what was driving the business and what the outcome was that they want in they both knew securing endpoints were a must within healthcare so desktop as a service was able to provide this and they had the conversation around traditional VDI which is a customer premise virtual desktop infrastructure or working with the service providers that could be an extension of their team and provide this as a service based on the discovery and uncovering the opportunity it was pretty quickly turned into you should work with the service provider due to the limited resources that you have due to the complexity around gas we both the partner the customer and I all agree that there are not experts in that arena and it was something that they were looking for expertise without going out and spending money on human capital to build this thing and support it internally it was not going to be a good investment for their business so the other big big component on uncovering the opportunity was talking about where they wanted to be going into 2020 this is a 2019 deal going into 2020 they wanted to be able to meet high trust I trust is a security audit they are certification that they want completed so their clients their end users so they work with large regional medical centers facilities things along those lines their clients expect them to have this and in turn our joint customer expects us to have this as well and we were able to build this into their roadmap what were the business challenges that they were facing I'm gonna take a little bit of different approach than our previous webinars here where we talked about the services and and other things along those line and really can take the partners approach to this conversation what was the desired outcome what were the additional drivers that weren't included in the technology discussion that's a really key question when working complex solutions and truthfully why this why now and then why plug in your service provider for us it would be wide rapid scale the desired outcome for this customer was first foremost a few things around security they want to be able to connect to their end customers and provide a compliance solution maintain a high level of compliance plus to be able to scale so the HIPPA regulations were a big driver for them that has to do with the technology that has to do with the security what was the additional information that I was looking for the partner was looking for and the partner is able to find and truthfully probably knew very early on in the process the partner knew the underlying technology and support and security that this customer was looking for was gonna allow them to get to market more and when I say that is the technology leader of this business could use rapid skills underlying technology security story and in truthfully story around our business that supports them to take it to market and go sell more this is a perfect marketing campaign for them when they're talking about security and how they meet HIPAA regulations and how how they approach the situation this is going to give them scale as well as give someone time back in their day to go style all of us on this call traditionally don't think of like s VP of Technology a CIO CEOs definitely or our salespeople at the end of the day but we don't think of the IT people at salespeople this individual customer wanted to get back out and help grow the business he's a technologist he doesn't want to be a prey clicks guy truthfully wasn't right there to be that what he was looking to do is get back out and go meet with his peers at these hospital systems and tell them how great their organization was and how they can help support them from a secure manner and be able to scale with their business this is kind of a different level of taking IT as a cost center and trying to equate those hours and turn it back into a profit Center for this business what is the lost revenue from not having one of your executives out in front of your clients it's a question a lot of us don't ask and I'm I'm a part of that too so what we did in discovering the business challenges was understanding where they wanted to be in the future and what this individual met the organization what it was costing them truthfully to actually support their environment so we uncover the business challenges we're dealing with an executive we weren't talking speeds and feeds yes we had to during the process we were talking about the future of the business which was definitely above the lying conversation in trust me we did have our below-the-line conversations where we got into the nitty-gritty the technology the speeds the beads but for the most part it was a business decision not driven by the underlying technology solutions that we sold this deal was about 7,800 mr our 36 month term included a lot of services if you saw the head you saw the the proposal there's 20 plus line items that were on there it was a pretty complex solution knows a lot of different things that are out there so the core foundation was desktop as a service we were securing end points allowing independent contractors to come into the business bring their own device and be able to securely access core applications both for this customer and in turn the customers customers we're able to provide some infrastructure service we needed file repositories people to access some certain information within healthcare you have to have a backup and disaster recovery strategy so we were able to meet their retention policies that met HIPAA guidelines and build out a solution that's going to scale with the business over the next seven years because that is their policy this customer was actually already on office 365 they were signed up direct with Microsoft and what we learned was they're paying Microsoft directly and they were also paying a managed service provider to provide support most of our customers that have dealt with Microsoft and I wouldn't say a great feeling when it comes to the support unless they're paying a high premium for support when it comes to response to death so this customer was not only spending money on office 365 what additional capitals on somebody else supporting that platform for so we identified this is a really good opportunity because we have such a good expertise in office 365 we also provide the remote management and monitoring so this is something a little different than desktop as a service we were able to go monitor certain pieces of infrastructure across their national footprint to where the internal employees can we can now help him we can be eyes on the street for them it's not a full-blown service like desktop as a service we're not managing the desktop but we can alert and we can take a proactive approach in the situation which the customer saw ton evaluate and then lastly definitely not least importantly maybe most importantly our security as a service bucket we went into a lot of different arenas here this is truthfully where we probably won the deal but when we look at the different security services that we pitch that we offered we had a sim tool to help meet HIPAA compliance we had buying casts we had firewalls we had multi-factor authentication a lot of different tools that are securing and tying all these other products together and the customer and the partner loved that so when we talk about the business impact of what rapid scale brought for this customer if we if we take a quick glance back to the previous slide there are a lot of services the customer needed flash wanted there are some ones but there are definitely some needs when it comes to HIPAA compliance they wanted someone to be an extension of their team and provide a high level of security to achieve high trust and that going forward plus supporting all of their individual and employee plus independent contractors this was not a product or a widget or a speeds and feeds sale we won this opportunity because the partner really helped me personally and also my organization plus a few key stakeholders at rapid scale understand the customers business at board depth and then we were able to put in the solution around that to help drive the customers desired outcomes based on the solution that rapid scale was able to provide the company wanted to grow rapid scale rapid scale cloud most clouds out there we all know this provide that flexibility for scale growth from the infrastructure standpoint but we were able to tie in the end user support some of the additional resources there and truthfully we're gonna be able to streamline additional headcount make onboarding very easy and provide a single pane of glass both from an infrastructure and desktop standpoint plus the support mechanism for the business all while maintaining kind of that high level of compliance at this customer asked for this deal truthfully was a win-win for the customer at the end of the day when you take a look at what he wanted to do he wanted to be out selling you wanted to be growing the business and he wanted support so he got both sides and plate on what he wanted I would be wrong not to mention that we had competition in the field I'm not going to mention them by name on the webinar but truthfully the competition we had in the deal there's a very good company very renowned in the space and I mean it was definitely a good fight but what made us different in this opportunity in this deal was the breadth and depth of services that we brought to the table the other provider was really good at one thing and in truthfully the one thing I would say it was even more compliance than desktop as a service but they were not able to fill a lot of the gaps in the security portfolio when we think about healthcare when we think about high trust business organization through financial organizations when they when your customers go through an audit there are a lot of check boxes that they have to cover and that said rapid scale was able to provide a lot of those chef boxes a lot some that the other competition couldn't do and not have any complexity brought into the environment by having an MSP or bringing on someone else to manage a certain segment of the business we were able to provide an end-to-end solution that will scale with the customer and provide the tools needed to go report and allow them truthfully to sell more which does bring me to my last point and I mentioned it earlier ROI calculators this partner on this opportunity I did a phenomenal job like there's no questions about it they took their role as a trusted adviser as an extension of the business and got into the weeds with a customer on this one I don't believe that there's a perfect ROI calculator out there I believe that there are things that are close but every customer is different everyone has a little bit of different nuances and this partner sat down with the customer and turned over every single rock on what IT spends look like what were they spending with an MSP what were they spending both on kind of infrastructure versus like on Prem infrastructure versus infrastructure isn't service the support model process 365 what were they spending already on office 365 what were they spending on different security licensing where their gaps where they work spending money where they should have been and they took a look at this holistic solution and put together a calculator and I mean it's it was a great exercise one of the coolest things this partner did so when we take a look at a lot of companies and they're doing an ROI calculation from our customer standpoint a lot of times its infrastructure and software plus maybe it's the man-hours typically not versus cloud infrastructure and the like age a lot of times it's cheaper for me to do it in this case we knew that they didn't have the team to do this there was a single person in IT but the coolest calculation that I saw is the potential lost revenue I'm not having your technology leader helping your sales people helping you go get new logos to grow the business and they came up with a formula on what you are spending on break6 versus what his potential could be and that's a highly variable number out in front of clients how many clients do you think that you can help bring on board over a three month span how much time goes into that and there was an awesome exercise and the partner drove the majority of that side of the business I will say I think we had at least two or three 30-minute calls where we went through and we made sure that we were checking every box from what we were proposing if the customer had it what their spend was in making sure that hey let's get a real analysis not only for the technology leader but for the business stakeholders so really cool to go through that process so how did you find the next deal first I bend to my customers it's always listen always ask that next question on why why are they doing this and I mean I've been in sales for 13 years in this space I get happy years at time to time when someone comes to me and says I want this give me a pricing um always that's try to ask that question next question why there are certain transactional business items that absolutely we can quote we don't need to go to why but truthfully I think we're missing out if we don't know the why and it feels a perfect example of it when we were brought in we're brought in for gas that is about probably has to spend on this hopper ek opportunity we were able to get in there what's the partner driving the additional why questions and fill in a lot of different services and really grow the opportunity but truthfully provide what the customer was asking for the second thing is stick start with your existing base I've been in this business long enough the technology changes on I feel like a weekly basis at least start with some of the people that trust you and what you know we're not going to be able to learn everything and every segment all of our partners out there can sell a lot they have a lot of different tools we would love to be an extension of your team just we understand that you're not going to be able to know everything we do in our market segment you start with your base you can ask that why question why are you doing something and what is the business outcome work to where you're going to learn the sales process if you start that with a new prospect they might be taken back a little bit and truthfully we don't always need to know the why but it's something we want to work towards so I think it's easier to have a conversation with an existing customer than a new prospect and then we have the ROI calculator so we as rapid scale within our technology Leadership Academy have ROI calculator calculators available for our partners and I highly encourage you I have peers around the country in different markets somewhere close by to you that you reach out to them when you're going through this process talk about the customer you talk about the business outcome that they're trying to achieve and work with our team on hey what are the expectations are we covering all of the cost and make sure that you have the right tools in front of you as you're selling that's what we want to do this is a cell with model that we want to be here to support you and your business and speaking of the technology Leadership Academy I would just like to remind everyone I know it's been on a few webinars we launched a we replaced our partner portal with the technology Leadership Academy it has three different areas you can go get certified in so cloud desktop as a service plus office 365 this is a very nice training and it's not a hundred percent specific to rapid scale this is going to give you history this is going to tell you about the products that's what the outcomes you're looking for and really challenge you to kind of get out in front of your customers the partner on this deal I mentioned early on very technical very smart security centric he went through this bought this 365 tray and I think you've watched one or two modules and was like hey I'm making my whole team do this this is something that brings value for your initial conversations we're trying to arm you here to go have those initial conversations and be really confident in those arenas with and I mentioned this did replace our partner portal things like the ROI calculator sales collateral co-branded materials things like that are going to live within this portal but you can go have access to so highly recommend it you can see the link on the bottom technology Leadership Academy is where you can go sign up and go get certified in some different courses so with that I would like to open it up to questions summer do you let me know if you received any questions via the chat yes we have a couple the first one I'll just answer really fast are we getting a copy of this presentation yes you'll get the PDF and the recording of it within the next 24 hours so all of you who are currently on the line will get that but for you Tyler first question the project fully funded were there any cost projection was a project boy funded or that name cost objections so truthfully there was very minimal cost objections when it came down to it this is not a heavily discounted solution or anything like that they were looking at more of the outcome and what value we brought to the table in the ROI calculations truthfully when we went through this process this almost was like a break-even solution for this customer cost a little bit more but they got a lot more in return for it so there was no real cost objections it was more of working through the security process and making sure that we were checking every box possible based on what they wanted out of the solution and we have more coming in and that's you and figure into the conversation at all I wish so su an is on the roadmap for this customer and the partners working with them on that now today just based on the services that they bought we did talk about su and it did not it was not a business driver to start from this conversation probably one of the big reasons around it the virtual desktop users at offices they're at home offices and they just need to make sure that they have the right internet speeds to be able to do their job FDA and will come down the future in the very near future for some redundancy and resiliency built out in their network plus application optimize optimization for things like office 365 and a few of their software and service tools that we don't manage for okay and while we have a lot someone in this about me that I went to people are asking about registering for the certifications I can send out that link when I send that they follow up email to all of you but you can just go to the link that was on the previous slide if you just want to click back maybe Tyler in the top right hand corner of that website you can self register so we don't need to do it you can do it yourself but I will make sure to send out that link in the follow-up what else you you work with healthcare systems across the country and if so what are the top two technologies that you are positioning with or su anand data center consolidation part of your consulting services all right didn't read the second part of the questions second part are s VLAN and data center consolidation part of your consulting services yes so we do work with healthcare organizations nationwide we mainly stay within the United States due to compliance drivers so we there are certain things that are driven by the government so we typically stay within the walls of the United States that said when we take a look at our overall kind of what works fishing with them I personally I take a little bit different of an approach for health care systems data center consolidation is it's happening right certain applications are moving to software-as-a-service certain things are getting smaller you're looking at colos things like that I'd like to talk to them about their security posture and what they're going around Identity Management when I talk with partners and with clients the biggest risk to a lot of these businesses is actually internal and it's it's nothing malicious it's on education and it's people introducing new risk into the environment it's having that conversation around how do you control this SD LAN absolutely part of that conversation you're talking about securing endpoints I'm not selling fu an to replace firewalls but I am selling a few LAN for application optimization I want to talk about security and I want to get in a little bit deep there to understand how the business protects itself from itself and hopefully that makes sense John one definitive going into our time runs out somebody good question um someone asked do you work with blockchain that is a very technical question now I'm in sales so I'm gonna pass no so truthfully engage your partner experience manager this deal did not involve blockchain I haven't done any deals with blockchain so my answer short answer would be no someone else can correct me down the line all righty um can you talk about rapid scale strategy around single sign-on as it relates to Identity Management absolutely good question so when it comes to single sign-on obviously we're we drink our own kool-aid here so we're using Microsoft SSO to access different applications not just the office 365 suite we want this tied into things like our CRM or ERP all the fun stuff down the line when it comes to Identity Management what we're doing is we're positioning we have a couple tools in the background that allow us to do this it's only talking about the underlying technology but we have a few tools in the background allows us for the SSO and the ability to tie in different applications outside of our infrastructure in office 365 how do we bring everything into a single pane of glass for access and management and then secure that single pane right so we do a lot in that arena and it and truthfully I highly engage you engage your local peer or my local peer on that depending on where you are and get there engineer involved because we do we do a lot there and we try to avoid the conversation conversations on what the underlying technology is awesome and there's just one quick one that all answers will you be at pins 2020 which obviously really for the healthcare to healthcare recession rapid scale will be there are you going Tyler I can't remember who's 14 is going I'm not that's the same week of channel partners and ends in Florida okay no worries so rapid scale will be at hand so just answer that person there were a couple remaining questions but we've hit time so I have them written down and we can send out some of the answers in the follow-up email as well so a lot of this information will be coming your guys's life and that's it Tyler you're good to go awesome thank you everyone for joining please reach out to your local partner experience manage risk you have any questions or want to talk about some air customers thank you all