Sales guide

Microsoft 365
A step-by-step guide to reselling for
VARs and MSPs
Table of contents
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Step 6: Present the solution . . . . . . . . . . . . . . . . . . . 18
Why resell Microsoft 365?. . . . . . . . . . . . . . . . . . . . 3 What are the key objectives for using
Partner Benefits from Selling Microsoft 365. . . 4 Microsoft 365?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

What can you learn from this Microsoft 365 What are the use cases for Microsoft 365?. . . . . 19
Sales Guide?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 How can I add greater value?. . . . . . . . . . . . . . . . 22
Step 1: Understand the solution. . . . . . . . . . . . . . . . . 5 Step 7: Handle objections. . . . . . . . . . . . . . . . . . . . . . 23
What is Microsoft 365?. . . . . . . . . . . . . . . . . . . . . . . 5 What are common objections to
What are popular add-on solutions for Microsoft 365?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Microsoft 365?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Step 8: Close the sale . . . . . . . . . . . . . . . . . . . . . . . . . 24
What are the most popular Microsoft 365 How can I lock down the Microsoft 365 sale? . 25
business plans?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Are there additional incentives for
Does Microsoft 365 work for my clients to select Microsoft 365?. . . . . . . . . . 25
mobile businesses? . . . . . . . . . . . . . . . . . . . . . . . . . 8
Step 9: Implement the Solution . . . . . . . . . . . . . . . . 26
What are the most important Office 365
capabilities?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 What is the roadmap for implementing
What are the benefits of Microsoft 365?. . . . . . . 9 Microsoft 365?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
What are the technical challenges to
Step 2: Identifying prospects . . . . . . . . . . . . . . . . . . 10
deploying the Microsoft 365 Solutions? . . . . . . . 27
How do I find customers who may What are the impacts of Microsoft 365
benefit from Microsoft 365?. . . . . . . . . . . . . . . . . 10 on users? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Step 3: Connect with the client. . . . . . . . . . . . . . . . . 12 Step 10: Follow Up. . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
How do I initiate a conversation about Office What are follow-on revenue opportunities
365 with a potential client? . . . . . . . . . . . . . . . . . . 12 with Microsoft 365?. . . . . . . . . . . . . . . . . . . . . . . . 29
Step 4: Assess client needs. . . . . . . . . . . . . . . . . . . . 14 Conclusion. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
How do I assess client needs for Why consider Rackspace Technology as your
Microsoft 365?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Microsoft 365 partner?. . . . . . . . . . . . . . . . . . . . . 30
Step 5: Sign up to resell Microsoft 365 . . . . . . . . . . 16 Rackspace Microsoft 365 Reseller
How do I become a Rackspace Reseller? . . . . . . 16 Program Benefits. . . . . . . . . . . . . . . . . . . . . . . . . . 32

What’s the advantage of partnering with a About Rackspace Technology . . . . . . . . . . . . . . . . . . 32

Microsoft CSP? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

2
Introduction Why resell Percentage of enterprises
using or planning to use
Microsoft 365® is one of the most well-known cloud solutions on the Microsoft 365? Microsoft 365
market. Microsoft® reported in March 2016 that there were 1.2 billion
Nearly four in five (78%) of
users worldwide using an Office product or service. Of those, it says 60
enterprises are using or planning
million are active Microsoft 365 commercial customers, with 50,000 small
business customers being added monthly.
to use Microsoft 365, according to a 78%
survey from Gartner. The momentum 2016
For many organizations considering a move to the cloud, Microsoft 365 for Microsoft 365 is also growing
is an obvious place to start; they already know the value of many of the among users of on-premises Office
apps because they use them every day. Accordingly, reselling Microsoft software. That’s because Microsoft 64%
365 can be a good way for value added resellers (VARs) and managed 365 is the platform through which 2014
services providers (MSPs) to start to build a cloud practice. Microsoft plans to deliver its next-
generation unified communications
and collaboration tools. According
to Gartner analysts — “For most
enterprises, it’s no longer a question
of whether they should implement
Microsoft 365 services — it’s a
question of which ones, in what
order and how.”

That’s where you come in. Most

companies are going to need
guidance on how to migrate to
Microsoft 365, and manage it
afterwards. You’re already a trusted
IT adviser to your existing clients,
so it only makes sense for you to
educate and help them move to
Microsoft 365. Your advice could
be the difference between a good
and bad customer experience, not
to mention ROI, if you bring the
right expertise and technology
partner to the table.

3
Partner benefits of selling Microsoft 365 What can you learn from this Microsoft 365
The revenue business relationship opportunities associated with reselling sales guide?
Microsoft 365 are numerous: Like any new product or service you’ve added to your portfolio, you
have to learn how Microsoft 365 works, and how to sell and implement it
successfully. That means doing some homework. If you’re thinking a few
Account protection shortcuts might be helpful, you’ve come to the right place.
Prevent clients from moving to the cloud without you by going
direct or with another reseller. We’ve cut through the clutter to give you the essential information you
need about selling Microsoft 365 in a format that aligns with your sales
process. Each section focuses on a step in the sales lifecycle that you
New recurring revenue follow every day — with plenty of handy checklists and diagrams to help
Earn monthly recurring revenue from markups on Microsoft you through your initial sales of Microsoft 365.
365 subscriptions from your preferred Microsoft Cloud Service
Provider like Rackspace Technology.
Step 1:
Understand
More recurring revenue the solution
Add-on cloud services from your preferred Microsoft Cloud Step 10: Step 2:
Follow up Identify prospects
Service Provider like Rackspace Technology.

Professional services fees

Charge consulting fees for assessing customer needs, planning Step 9: Step 3:
the migration, implementing the solution, etc. Implement the Connect with client
solution

Ongoing support contracts The Sales Cycle

Maintain the customer connection and recurring revenue Step 8: Step 4:
by fielding requests for adds/moves/changes and Close the sale Assess client needs
help-desk support.

Customer retention
Avoid costly churn with layered solutions that solve Step 5:
Step 7: Sign up to
business problems. Handle resell Microsoft
objections Step 6: 365 through
Present the Rackspace
solution Technology
Increased walletshare
Get more of your customers’ overall IT spend by offering a
suite of solutions.

4
 Step 1:
Understand
the solution

The first step in the sales lifecycle is to understand the features and benefits Microsoft 365 applications and services
of the solution. As you’re engaging with customers, try to avoid getting so
caught up in the mechanics of the solution that you forget to explain how it Standard features
helps the customer. Use your product knowledge as the foundation for the
Outlook® Excel®
needs assessment and presentation elements of the sales process. With that
Email client and calendar Spreadsheet
in mind, let’s look at Microsoft 365, starting with the features and following
with the benefits.
Word® Powerpoint®
Word processing Slide presentations
What is Microsoft 365?
Microsoft 365 is the Microsoft Office Suite and/or email in the cloud. We’re SharePoint® OneNote®
referring to the cloud-enabled versions of Microsoft Office productivity Collaboration Shared notebooks
applications, plus email and additional online services for both home and
business. All Microsoft 365 plans are paid for on a subscription basis. Microsoft
OneDrive Exchange
365 for Business plans include various combinations of popular Microsoft
File sharing Email server
Office applications, as well as other online services.

Access Publisher
Database Graphic design

Skype®
IM, conferencing, collaboration

5
Microsoft 365 applications and services What are the most popular Microsoft 365 business plans?
Advanced features Microsoft 365 for Business applications can be purchased individually or as packages based on needs
and business size.
• Delve: Data & content discovery
• Yammer: Enterprise social networking
• Teams: Group chat-based workspace
• Power BI: Data analytics
• Visio: Diagrams & charts
• Project: Project management
For small and medium businesses (SMBs) with For organizations with more advanced needs or
• Sway: Interactive content less than 300 users, there are two plans: a large number of users, Rackspace Technology
• Bookings: Appointment scheduler offers three Microsoft 365 plans:

• Dynamics: Customer relationship management Business Essentials

Exchange email, online versions of Office, 1TB Enterprise E1
OneDrive storage and file sharing, Yammer Exchange email, online versions of Office, 1TB
What are popular add-on corporate social networking and Active OneDrive storage and file sharing, Yammer
Directory integration corporate social networking, Active Directory
solutions for Microsoft 365? integration, Delve search and discovery,
Increase the value of Microsoft 365 for your Business Premium enterprise management of applications, Advance
customers with affordable add-on solutions — All the features of Business Essentials plus a Skype for Business (Internet broadcast for up to
available exclusively from Rackspace Technology — full-featured productivity suite including a 50GB 10,000 people) and Intranet site for teams
that help your customers address their compliance, Exchange mailbox, collaboration tools, and the
regulatory and security concerns. full Microsoft Office suite. Enterprise E3
All the features of E1, plus the full Office suite,
data loss prevention and the complete suite of
Unlimited email storage eDiscovery tools.
and retention
Add Rackspace Email Archiving
Enterprise E5
for Office 365 to any plan to help
The most comprehensive Microsoft 365 offering,
your customers address regulatory
including Exchange, Office, and SharePoint,
compliance requirements.
plus audio conferencing, threat intelligence,
advanced analytics, and more.
Data encryption and protection
Add Microsoft Azure Rights Management
to any plan to get advanced message
encryption, content filtering and data loss
prevention (DLP).

6
Rackspace Microsoft 365 business plans
Business Enterprise

Essentials Premium E1 E3 E5

Price (per user, per month, annual term)* $9.60 $25.14 $13.79 $26.29 $40.53

Max users 300 Unlimited

Free email migration (up to 250 users) ✔ ✔ ✔ ✔ ✔

Always-on support ✔ ✔ ✔ ✔ ✔
No long-term contracts ✔ ✔ ✔ ✔ ✔
Fully Installed versions of Outlook, OneNote, Word,
PowerPoint, Publisher, Excel ✔ ✔ ✔

Online versions of Outlook, OneNote, Word,

PowerPoint, Publisher, Excel ✔ ✔ ✔ ✔ ✔

Mobile versions of Outlook, OneNote, Word,

PowerPoint, Publisher, Excel ✔ ✔ ✔ ✔

Unlimited per user Unlimited per user

OneDrive for Business (cloud storage) 1TB per user 1TB per user 1TB per user
(Minimum 5 Licenses) (Minimum 5 Licenses)

Exchange (email, calendar, storage) ✔ ✔ ✔ ✔ ✔

50GB per user 50GB per user 50GB per user 100GB per user 100GB per user

SharePoint (team site, internal portals) ✔ ✔ ✔ ✔ ✔

Access (database) ✔ ✔ ✔
Yammer (corporate social network) ✔ ✔ ✔ ✔ ✔
Delve (personalized search and discovery
across Office) ✔ ✔ ✔ ✔ ✔

Active Directory integration ✔ ✔ ✔ ✔ ✔

Compliance (native archiving, eDiscovery and
mailbox holds) ✔ ✔ ✔ ✔

Azure Rights Management (message encryption, info

Optional Optional Optional ✔ ✔
rights management, data loss prevention)

Enterprise Management of apps (group policy,

telemetry, shared computer activation) ✔ ✔ ✔

Intranet site for teams with customizable

security settings ✔ ✔ ✔

* All prices are Rackspace Technology retail pricing; reseller discounts apply.

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Does Microsoft 365 work What are the most important Microsoft 365
for mobile businesses? capabilities?
Many Microsoft 365 plans include the desktop A Gartner survey shows that the top-five Office capabilities, in order of
version of the latest Office applications, importance to users, are Exchange Online, OneDrive, the ProPlus plan,
including Word, Excel, PowerPoint, OneNote, SharePoint Online and Skype for Business.
Outlook, Publisher and Access. (Publisher
and Access are available on PC only.) And What are the top five most important Microsoft 365 capabilities that your
you can install them across multiple devices, organization is currently using or plans to use within the next six months?
including PCs, Macs, Android tablets, Android
phones, iPads and iPhones.
Email & calendar (Exchange online)
70%
OneDrive for Business
Microsoft 365 Works Across Devices 49%
Microsoft 365 ProPlus
46%
Microsoft 365 Sites (SharePoint Online)
41%
Skype for Business Online
35%
Yammer
12%
Azure Rights Management
10%
MDM for Microsoft 365
8%
Power BI
7%
Project Online or Project Pro for Microsoft 365
7%
Microsoft 365 Groups
5%
Express Route
4%
Microsoft 365 Video
3%
Microsoft 365 Planner
1%

Rank 1 Rank 2 Rank 3

Source: Gartner 2016

n = 224; Base: Organizations using or planning to use Microsoft cloud-based services — Office 365, within the next six months; Excluding none of these/not sure.

8
 Other benefits include:
What are the benefits of
Microsoft 365? Cost savings
Microsoft 365 is a bundled cloud service and costs less than
Customers benefit from the performance, typical on-premises solutions.
breadth of features and continuous rollout of
new capabilities offered by Microsoft 365.
Security
Microsoft 365 applications are kept up-to-date on the latest
security protocols and hosted in secure data centers.

Minimal maintenance
Microsoft 365 requires minimal system administration.

Future-readiness
Microsoft 365 includes access to the latest features, functionality
and application releases.

Automatic updates
Microsoft 365 is updated automatically, so customers don’t have
to worry about fixes and patches.

Mobile compatibility
Microsoft 365 gives users access to their applications from any
device connected to the internet.

Solutions integration
Microsoft 365 seamlessly integrates users, devices and data since
it’s all on the same platform.

User community
Microsoft 365 has a large user community, so information on best
practices is only a web search away.

9
 The second step in the sales process is to search for customers. Ideally, this is
done by mining your prospect and client databases for profiles that align with

Step 2: the attributes of customers who are using the solution you are selling.

How do I find customers who may benefit

Identifying from Microsoft 365?
prospects
7%
Less than 10 employees
33% 15%
10-49 employees

50-99 employees
Microsoft 365
targets by size 100-249 employees
14%
250-999 employees

13% 1,000+ employees

20% Source: MDC Research, 2015

It’s been suggested that any company that uses email is a potential customer
for Microsoft 365. That may be true, but to maximize your sales and marketing
resources, you’ll want to narrow down your target list by running it through
a few filters.

One filter might be customer size. More than half of all Microsoft 365 customers
have less than 100 employees. That said, there are plenty of enterprises using
Microsoft 3655. A more effective “filter” consists of a few queries you can
run through your CRM system or pose to an existing client during a follow-
up consultation.

10
Ideal targets for Microsoft 365

If your prospect... Then Microsoft 365 might be a good fit because...

Operates an Exchange server in-house... They may want to offload server management by moving Exchange to the cloud.

Uses Microsoft Office applications... They already are familiar with the applications and may be interested in
eliminating the hassle of upgrades and patches, which are automatic with
Microsoft 365.

Uses dedicated SharePoint or Skype It’s included in the Microsoft 365 suite so they can reduce their costs and
for Business... administrative requirements. Plus, they can add single sign-in for end users.

Needs advanced security... Encrypted email, unlimited archiving and data loss prevention are all easy add-
ons for Rackspace Technology resellers.

Outsources IT services... They may be more likely to view cloud-delivered services favorably.

Is ready to move to the cloud... Microsoft 365 offers an effective proof point for the benefits of cloud services.

Is growing quickly... They can scale much more easily with Microsoft 365 than with
on-premises software.

Employs a mobile workforce that Microsoft 365 enables collaboration among users anywhere on any device
needs to collaborate... that’s connected to the internet. Plus, real-time meetings with whiteboard and
desktop sharing reduce travel costs.

Is facing end of life on support This is a great opportunity to upgrade with cloud alternatives for apps like
for legacy applications... Exchange 2007 and the MX Logic encryption platform.

Operates using paper-based processes... Collaborate across platforms anywhere, anytime.

Does not want to manage Working with a reseller plus a cloud service provider like Rackspace Technology
in-house infrastructure... gives a small business the convenience of a local partner along with the
engineering and security expertise that may not be obtainable in-house.

Wants to get business done faster... Integrated applications reduce time spent switching between apps.

Wants to integrate fragmented applications Microsoft 365 applications are designed to work together.
and processes...

Is using and paying for tools such as These types of tools already are integrated into Office 365, saving
Dropbox or Webex... money and time.

11
 Step 3:
Connect with
the client

Armed with target data from the prospecting process, you can tailor your job in this scenario is to help find an advocate (possibly your initial contact)
approach to certain segments of your database, specific decision-makers or and help them to drive consensus among all stakeholders.
even to individual companies or buyers.

How do I initiate a conversation about Company size

(e.g., SMB, enterprise, etc.)
Microsoft 365 with a potential client?
Based on your research in Step 2, you’ll want to decide which prospects to
Vertical industry
target first. Keep in mind that the narrower your criteria, the more targeted (e.g., healthcare, education, financial
your messaging and approach can be. services, etc.)

Ideally, you’ll want to start with buyers you or your team members know
personally. Even if they are not the ultimate decision makers, they can make Function
a warm handoff to the individual who is. Unless your prospect is a very (e.g., sales, marketing, HR, accounting, etc.)
small business, it’s likely that the decision will be made by more than one
stakeholder as well as several influencers representing various user groups
within the organization. This is important to understand because it requires Decision-maker
(e.g., CIO, CFO, CEO, CMO, business owner,
you to prepare solution-benefit statements that will resonate with different office manager, etc.)
people who sometimes have competing agendas (e.g., users vs. finance). Your

12
Targeted messaging can also be Category Target Sample pitches focused on business outcomes
used for cold calling, advertising and
content marketing programs. Since Company size SMB • Offload IT headaches
these tactics require a considerable • Use enterprise-class applications
amount of effort and expense,
• Enable remote workers
consider starting with campaigns
focused on targets with which you
Enterprise • Enable collaboration across geographic regions, time zones and users
have had success in the past. For
example, if most of your clients are • Offload management of Exchange servers
in the healthcare market, your ability • Focus on more business-impacting IT projects
to translate their needs to Microsoft
365 solutions is much greater than a Vertical industry Healthcare • Keep up with patient care from anywhere
vertical you haven’t served. • Get an informed second opinion more quickly
• Support regulatory compliance requirements with message encryption, email
Also, remember that you can take archiving and information rights management
advantage of the sales scripts
and marketing tools offered by Financial • Run analytics without the help of IT
Rackspace Technology to create ads, services • Store financial data centrally
presentations, case studies and
• Support regulatory compliance requirements with message encryption, email
more that will help you connect with
archiving and information rights management
potential clients.

On this page, you’ll find examples of Function Sales • Enable access to the sales knowledgebase and experts from any device
messages that might resonate with • Enable real-time access to updated sales forecasts spreadsheets
your target. Finding the right hot
buttons for each prospect is critical HR • Support video interviews with job candidates
to getting their attention and buy-in • Enable simultaneous collaboration on job descriptions or employee reviews
for an initial meeting. You also can
leverage this information later in Step Decision-maker CIO • Ensure security for applications and infrastructure
6 when you present the solution. • Ensure regulatory compliance

CFO • Move from capex to opex spending on IT

• Move to predictable IT spending
• Right size (lower) IT spending per user

CMO • Enable collaboration with internal and external teams

• Enable simultaneous editing of content as well as version control
• Enable project management for events and campaigns

13
 Congratulations! You’ve booked an initial meeting. Now it’s time to assess
your prospect’s needs. The assessment process begins by finding answers to

Step 4: Assess several questions. Unlike the queries in the prospecting phase, the questions
in the discovery phase are meant to help you determine which solution will
best meet your prospect’s requirements and help uncover issues they may

client needs not have considered. It’s also an opportunity to showcase your solution’s
features and benefits.

How do I assess client needs for

Microsoft 365?
Because Microsoft 365 is not a single product but a customized bundle of
products, the discovery phase can be extensive. Start with a few probing
questions to determine the hot-button issues, which will help to justify an
initial deployment on which to build further.

14
Discovery questions for Microsoft 365
Question Sample answer Recommendation
What applications do you have today? We use a lot of the Office software, Dropbox With Microsoft 365, you can have the same functionality, but eliminate costs
for file sharing, Slack for IM and Vonage for for Dropbox, Slack and Vonage by using built-in features in Microsoft 365. Plus,
voice calling. they are designed to work together.

What are your current pain points? We struggle to enable mobile workers to have Microsoft 365 not only allows you to access shared files but it also allows you
access to the data and apps they need. to collaborate with your teams from any device.

What are your business/revenue Our primary revenue driver is unrivaled Microsoft 365 apps like Delve can help you share knowledge across your field
drivers? technical support. tech teams to more quickly and effectively serve your customers.

What are your impending events/ We are planning to expand with branch offices With Microsoft 365, you can add users anytime, anywhere and give them
changes? in other states. access to your apps as well as shared files and collaboration tools.

Where do you want to be tomorrow We want to be known for our customer Microsoft 365 offers you tools to improve efficiency of communication within
and why? commitment so that we can reduce churn your teams and also with your customers.
and grow faster.

Who manages the applications and We have one IT director. Sourcing Microsoft 365 through a Rackspace Technology reseller gives you
infrastructure you have today? access always-on migration support so that your IT team can focus on
higher value tasks.

How do you prioritize the following? Security is our top concern. Good news! Microsoft 365, through a Rackspace Technology reseller, gives you
Cost, business continuity, security, easy add-ons for enterprise-level encrypted email and archiving.
user accessibility and server level
access/management

How do you communicate internally It depends on who you are talking to — some use With Microsoft 365, you can standardize on Yammer for internal messaging or
aside from email? Slack, others use Google Hangouts or Skype. use Teams to collaborate.

What do you do with unused copies Generally they just go unused until another With Microsoft 365, simply remove any unused service and the cost goes away.
of software licenses after a layoff or employee onboards.
employee churn?

How do your users access applications Presently, they use apps resident on their laptops Microsoft 365 enables users to access applications and the latest data or
on the go? and access files from Dropbox. document versions from any device — desktop, tablet or smartphone.

How do you manage outages and Our employees can’t access their files if By using Microsoft 365 cloud services through Rackspace Technology you can
downtime? our LAN is down. offer your customers 99.9% uptime guaranteed.

What do you do if data is lost and/or We rely on backup tapes to restore lost or With Microsoft 365, your data and applications are all in the cloud,
your infrastructure is corrupted? corrupted files. so your data is available even if your device or infrastructure is
temporarily lost or down.

15
 How do I become a Rackspace
Technology reseller?
Step 5: Sign Rackspace Technology makes it easy for VARs and MSPs resell or refer

up to resell
Microsoft 365 through access to proven marketing materials and a dedicated
team to help you close deals. Best of all, your customers get award-winning
technical support from a reseller-dedicated team of support professionals.

Microsoft 365 1. Sign up at www.rackspace.com/office-365/resellers

through 2. Log in to the Rackspace Technology Control Panel and click “Managed
Microsoft 365.”

Rackspace
3. Follow the enrollment steps to activate the Microsoft 365
reselling capabilities.

Technology

16
What’s the advantage of Customer ownership
Most significantly, as a Rackspace Technology reseller, you get
partnering with Rackspace to keep and own the primary business relationship with the
Technology? customer. The alternative is setting up customers directly with
Microsoft. In this scenario, Microsoft gets current revenue as well
For many Microsoft Partners, qualifying
as future revenue as the customer hires more people or buys
to be a CSP like Rackspace Technology is
more services. Your company, which often provides a majority of
not realistic. But becoming a Rackspace
the support, risks being cut out of the transaction.
Technology reseller affords you similar
benefits without the investment in systems
and processes. Leverage
When reselling through Rackspace Technology, you are able
to access more resources from Microsoft by leveraging the
Rackspace Technology relationship with the software giant. A
company like Rackspace Technology, which is a Microsoft Gold
Certified Partner and a five-time Microsoft hosting partner of
the year, can get Microsoft’s attention much more easily than
smaller partners.

Expertise & resources

Rackspace Technology also offers its own resources to its
partners. This includes access to Microsoft 365 experts 24x7x365
and a dedicated reseller support team. Rackspace Technology
also will help partners with sales including strategy and
marketing materials.

Tools & support

Rackspace Technology offers free email migrations and account
management support. Their Control Panel makes customer
management easier for partners.

Upsell solutions
Rackspace Technology has a range of solutions it is creating
specifically for Microsoft 365, like encrypted email and archiving.
It also offers Azure and Amazon Web Services as well as its own
managed cloud services.

Spiffs
Finally, Rackspace Technology may be able to sweeten the deal
by offering sales incentives to its partners, which they can pocket
or pass along in addition to any rebates from Microsoft.
17
 Step 6:
Present the
Solution

As mentioned in Step 1, you’ll want to focus on benefits instead of features Objective Reason
when presenting your recommended solution to your client. Tailor your sales
presentation to the perspective of the prospect as much as you can, based on Support remote workers Every worker who needs to access information
your findings from the needs assessment in step 4. now can do so from multiple devices, no
matter where they are.
What are the key objectives for using Right-sized and You pay according to the growth or downsizing
Microsoft 365 predictable spend of the company, which allows you to fully
In addition to the benefits described in Step 1, you should also incorporate the understand your IT spend.
key objectives into your proposal. These objectives hit on many of the business
and technical challenges of managing modern IT organizations that resonate Move from capex to opex Reduce costs of overall infrastructure that
with your prospect — from supporting mobile workforces to managing spend. eventually will need to be replaced.

But while these objectives are universal in their appeal, they are unlikely to Mitigate security risks Software is updated to fight security threats.
make the case to purchase by themselves. That’s why it’s critical to help your
client understand the use cases for Microsoft 365. Consolidate vendors, Instead of paying for five disparate solutions,
integrate applications Microsoft 365 offers similar functionality
designed to work together more efficiently,
saving the customer money.

18
What are the use cases for Sample use case 1: Sales
Microsoft 365? On-the-go productivity for sales reps
Use cases for Microsoft 365 are virtually
limitless. While this flexibility is great news Applications Activity Example
for your prospect, it doesn’t help them
Store work files in a OneDrive for Business provides a place in the cloud where
imagine how their organization might use
central location. you can store, share, and sync your work files. You can
the many capabilities of Microsoft 365.
update and share your files from any device, and even work
Instead, illustrate the flexibility and power
on Office documents with others at the same time.
of Microsoft 365 by sharing use cases for
customers in similar industries or with
Edit and draft Work on sales reports and customer proposals on the road
similar challenges. Jumpstart your case study
documents anywhere from both professional and personal devices with Microsoft
development with resources offered by
even a tablet 365 Apps (Word, Excel, PowerPoint, or OneNote). Because
Rackspace Technology. Below are a few use
or smartphone. Microsoft 365 apps sync across devices, users can work on
cases that will help you show how Microsoft
documents started at the office from their phones.
365 apps work together to enable positive
business outcomes for your clients.
Collaborate Simultaneously edit files using Microsoft 365 co-authoring
simultaneously capabilities. Using OneDrive, share files with colleagues and
with team members. work together in real-time, seeing edits as they happen,
while changes are automatically synced to the cloud.

Chat with While editing in the same Office document, users can
colleagues while initiate Document Conversations via Skype for Business by
editing documents. clicking the chat button. Everyone working in the document
will see the message and can respond.
Source: Microsoft Inc.

19
Sample use case 2: Retail
Get real-time product feedback from customers

Applications Activity Example

Communicate directly Gauge how customers feel about certain products by inviting them to share their feedback directly through
with customers. Yammer, a private, secure social network. Yammer allows users to create groups that includes external users.

Gain insights from Solicit deeper observations about shifting consumer opinions from internal experts instantly using Skype for
internal experts. Business, which enables instant messaging (IM), calling, video calling, sharing and collaboration all in one solution.

Build and share Build a repository where floor sales reps can log customer anecdotes in a shared OneNote notebook connected
customer stories. to a Microsoft 365 Group. A Microsoft 365 Group is a shared workspace for email, conversations, files, and
calendar events.
Source: Microsoft Inc.

Sample use case 3: Healthcare

Identify and alert colleagues about viral outbreak

Applications Activity Example

Analyze patient records. Identify health trends by analyzing recent patient records with Excel Quick Analysis. Instantly create charts,
including line and column charts, or add miniature graphs (called sparklines), and help pertinent data stand out.

Consult with colleagues Ensure your colleagues are available by viewing their Outlook calendars. Schedule a meeting using Outlook, or
from anywhere. initiate the meeting via Skype for Business, which offers instant messaging (IM), calling, video calling, sharing and
collaboration. Join or start a Skype meeting with just one click, from anywhere, and on any device.

Summarize outbreak Write a report simultaneously with colleagues using Microsoft 365 Apps co-authoring. First, save the document to
threats in a report. OneDrive or SharePoint Online so all collaborators are working off the same document and can see each other's
changes in real time.

Alert the team and Alert the team to the report through shared inbox in Microsoft 365 Group, which includes a shared workspace
open a dialogue. for email, conversations, and patient information. Every Microsoft 365 Group also comes with a OneNote shared
notebook that automatically syncs notes across devices so users can share discoveries about the spreading illness.
Source: Microsoft Inc.

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Sample use case 4: Manufacturing
Quickly resolve service and repair issues

App Activity Example

Share and store Set up a central library for visual manuals, equipment history and repair tips in a SharePoint Online Portal.
service guidance in a Personnel can access these resources from any web browser, across any field location.
central location.

Uncover repair tips Tap into the knowledge of your service network by searching for a specific product or subject through
from experienced Delve. If needed, contact the subject matter expert directly from Delve profile page via click to call, email or
colleagues. Skype for Business.

Find info and Crowd-source answers to a troublesome repair issue with the help of experts in your company using Yammer, a
answers from experts private, secure social network. Join a conversation, or start a new thread about a specific service issue.
across the company.

Inform customers of When the repair has been completed, inform customers quickly through Skype for Business. Start a chat, call, web
resumed service. meeting or video call with just one click, from anywhere and on any device.

Source: Microsoft Inc.

21
How can I add greater value? Project services Managed services Intellectual
In addition to selling the value proposition of the property
Microsoft 365 applications, you can sweeten the
deal by adding on services and solutions of your Cloud Microsoft 365 Hybrid Office connectivity
own, or those provided by Rackspace Technology. readiness assessment tenant management environment support

1. Project Services: services with clear start Exchange and Accounts Reactive help Plug-ins and add-ons
and end dates and for which you can charge mailbox migration added and removed desk support and
one-time fees. interface to Microsoft
2. Managed Services: ongoing services for which
you can charge monthly fees. Solution, analysis, Desktop and Performance External portals for end
3. Intellectual Property: custom software or scope and design device management and application customer information
process that you can provide for a fee or as an and support troubleshooting
add-on to your managed services.
Microsoft 365 setup Office client Microsoft billing and Industry-
and remediation connectivity setup subscription support specific workflows
Value-added services and solutions span the
pre-sale and post-sale lifecycle and can help
File server migration User rights and Security management Function-specific
contribute to a more successful deployment and
account management and identity protection workflows (e.g.,
user experience for your client as well as increased
HR, procurement)
average revenue per user (ARPU) and greater
customer loyalty for you.
Workflow Single Mobile device Online training and
creation in SharePoint sign-on management connectivity self-paced learning
and management

End-user training Software Regulatory compliance Pre-

asset management configured dashboards

Change Web defense VoIP maintenance Automated telemetry

management consulting (for availability
and performance)

Business process Reports and view adjustments Middleware for hybrid

re-engineering synchronization
Source: Based on MDC Research, 2015

22
 Step 7: Handle
objections

One of the most challenging steps Objection Response

in the sales lifecycle is handling
inevitable objections. However, you They don’t want to Server-level access is expensive since you need public or private cloud infrastructure running your
can choose to view this exercise migrate to the cloud. applications, not to mention resources to administer and manage the infrastructure.
as an additional opportunity They are concerned about Microsoft 365 Trust Center is one of the most certified secure platforms in the world. Plus, Rackspace
to showcase the strengths of information security. Technology resellers can add on Azure Rights Management for message encryption, info rights
your solution. management and data loss prevention.

They are concerned Rackspace Technology resellers can offer world-class archiving and an easy-to-use encryption tool to
What are common about compliance with help meet regulatory requirements.
regulatory requirements.
objections to
Microsoft 365? They are concerned about the
cost of the licenses.
Licensing as a subscription ensures that your applications are up-to-date — with the most recent fixes
and security patches. So, you don’t have to worry about that or pay someone to make the change.
Each prospect will have their own
They are concerned about the With Rackspace Technology, migrations are free — assisted or do-it-yourself.
concerns, but we’ve highlighted a few cost of migrating.
common objections that you should
be prepared to answer. They already are Google Apps is designed for consumer use while Microsoft Office is the gold standard for business
using Google Apps. productivity applications and can include both cloud and on-premises licenses as meets the needs of
your organization.

They are concerned about By working with Rackspace Technology, you get access to knowledgeable experts who work with
the availability of support Microsoft 365 every day.
from Microsoft.

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 Most sales are lost because a salesperson fails to
ask for the order. No sales conversation should end

Step 8: Close without an agreement to some sort of next step

— another meeting, a call, a revised proposal, a
decision, etc.

the sale In some ways, closing is an extension of objection

handling — only you are discovering new obstacles,
often embedded in the decision-making process
itself. The statements below represent hurdles
standing between you and the sale:

“I need to think about it.”

“I’ll get back to you.”

“Let me run it by other people.”

24
How can I lock down the Microsoft 365 closing techniques
Microsoft 365 sale?
Technique Example Why it works
If you’ve provided your client — and all relevant
stakeholders — with the information they need Ask for it What do I need to do to get Microsoft 365 This forces your prospect to either
to make a decision, your best next step is to ask into your organization? decide or be specific about what
for a commitment. On this page, we present a few additional information or incentives are
examples of sales techniques you can use to close needed to proceed.
the sale of Microsoft 365.
If/then If I could demonstrate how Microsoft This secures agreement from the client to
365 provides you with your productivity move forward with Microsoft 365 based
applications with continuous feature on meeting their requirements, which you
upgrades, easy administration, scalability already know you can do.
Are there additional up or down, secure collaboration and
incentives for my clients (other things identified in the needs
assessment), then would you be willing to
to select Microsoft 365? make the move to Microsoft 365?
Although it’s not advisable to rely on
promotional incentives to close sales, you Process of You like Microsoft 365, you can use It reviews the client’s stated requirements
may have the opportunity to pass along elimination it throughout your organization for and countered objections to Microsoft
savings from Rackspace Technology. communications and collaboration, it 365, eliminating potential obstacles and
reduces your IT workload and, it’s not too leaving only agreement on the table.
expensive, so let’s sign you up.

Either/or Would you prefer Microsoft 365 Business It assumes the sale is made and the
Essentials or Business Premium plan? only decision remaining is which plan
they will choose.

It’s my fault I guess I didn’t explain the value of Unless you actually didn’t do a good
Microsoft 365 very well. job in the other steps of the sales cycle,
this play can gain you some empathy
that may open the door for continued
conversation. Use sparingly as you risk
sounding insincere or condescending to
your prospect.

25
 Microsoft 365 implementation roadmap

Phase Description Tasks

Step 9: 1 Confirm
requirements
• Get feedback from the client on technical or
business requirements and/or preferences

Implement
• Confirm technical assessments
• Adjust proposal accordingly

the solution 2 Prioritize

services rollout
• Select desired services
• Plan roll out either sequentially or
concurrently based on business priorities.

3 Compare cloud • Understand the differences between the

vs. on-premises capabilities of Microsoft 365 and its on-
premises counterparts
• Determine if a hybrid deployment is needed

4 Design and • Choose an identity structure as a foundation

architect for provisioning and security
• Select all-cloud or hybrid deployment model
• Consider and enable mobility management
• Evaluate and ensure network readiness
After you have successfully positioned the benefits of your
solution and your customer is on board, the implementation
5 Deployment Staged Cutover
process begins in earnest. A sound plan is required to ensure
that the deployment causes minimal disruption to the users and • Deploy first to • “All at once” move
a few users for small migrations
that the solution works as advertised.
• Test • Limited to a
• Deploy to all users maximum of 1,000
What is the roadmap for implementing in stages mailboxes total

Microsoft 365?
6 Licensing • Understand the implications of
The technical pros at Gartner are frequently asked questions Microsoft 365 on your client’s global
around which Microsoft 365 services should be implemented, Microsoft licensing strategy
the order of implementation, and which steps to follow around • Optimize their licensing costs
planning, design and deployment processes. This roadmap can
help get you started. 7 Training • Train administrators
• Train all users in stages

26
Understanding identities What are some technical challenges to
Beyond selecting the right applications and rollout strategy, deploying Microsoft 365 solutions?
understanding your identity options is critical to the design phase as it
Gartner surveys have uncovered the most common issues experienced with
impacts security, administrative overhead and user experience. Here are
implementing Microsoft 365, including:
some identity basics.
• Difficulty with hybrid implementations combining cloud and on-premises
infrastructure
Cloud Cloud identity Federated
identity + DirSync identity • Difficulty integrating single sign-on
• Poor service performance due to bandwidth limitations, user locations and
• Smaller • Medium-to-large • Large enterprise the network quality
Scenario

organizations organizations organizations

with or without with Active with Active Technical challenges with Microsoft 365
on-premises Directory on- Directory on-
Active Directory premises premises What, if any, are the top three technical problems that your enterprise has
experienced with Microsoft 365?
• Does not • “Source of • Single sign-on
Benefits

require on- authority” is on- experience Difficulty with hybrid implementation

premises server premises • “Source of 29%
deployment • Enables authority” is on- Inability or difficultly with customization
21%
coexistence premises
Directory or single sign-on integration
• Two-factor 20%
authentication Service performance
options 20%
Integration with our helpdesk or other IT support
14%
• No single sign-on • No single sign-on • Requires on-
Limitations

Document migration
• No two-factor • No two-factor premises 13%
authentication authentication ADFS server Service availability
options options deployment in 12%
high-availability Email migration
• Two sets of • Requires on-
scenario 11%
credentials to premises
manage dirsync server • Requires on- Pace of system changes
11%
deployment premises
• Different Difficulty with mobile support
dirsync server
password 9%
deployment
policies Unsupported web browser
8%
Voice integration
8%
ProPlus client update issues
5%
None
5%
Other
21%
Source: Gartner 2016; n=170; Base: Organizations using Office 365 27
The most common What are the impacts of Microsoft
Microsoft 365 project 365 on users?
services offered It’s important to understand and address the impacts of these solutions

by partners on users, policies, training and your customer’s approach to content and
collaboration. This represents an opportunity to provide additional training,
A survey by MDC research shows the areas in change-management consulting or business process re-engineering services to
which new customers need the most help. your new customers.

Microsoft 365 Managed Services Delivered

to New Users
Change management consulting

All users 37%

SMB 34%
Enterprise 44%
0% 10% 20% 30% 40% 50%

Business process reengineering

All users 30%

77% Exchange and
mailbox migration SMB 29%
63% Solution analysis, Enterprise 34%
scope and design
0% 10% 20% 30% 40% 50%

57% Training
Source: MDC Research 2015

54% Simple file

server migration

51% SharePoint
integration
Source: MDC Research 2015

28
 Follow-up is vital throughout the sales lifecycle, but it’s included here as
a reminder that follow-up never ends. Even after the sale is made, a new

Step 10: type of follow-up begins to ensure targeted performance, adoption and ROI
metrics are achieved. Fortunately, some of these follow-up activities also are
opportunities for additional revenue.

Follow-up What are follow-on revenue opportunities with

Microsoft 365?
As detailed in Step 6, there are services and solutions that you can sell as
value-adds. Many of these services, such as needs assessments and migration
services, were used earlier in the sales process. Others, such as ongoing
managed services, should have made their way into your agreement with your
customer. But in general, circling back to see how your customer is managing
without you can be an opportunity for you to come in and save the day with a
few well-timed offers to:

• Train end-users to use applications and/or new features and functionality

• Consult with clients on business process and application workflows
• Integrate hybrid environments or add-on applications beyond the standard
Microsoft 365 apps
• Support end-users with questions and problems
• Manage assets, devices, connections, applications and performance
• Secure applications and data with encryption and archiving solutions that
support regulatory compliance requirements
• Enable faster adoption and more useful reporting with custom portals
and dashboards
• Cross-sell more of your portfolio and grow the MRC

29
 Why consider Rackspace Technology as your
Microsoft 365 partner?
Conclusion Thousands of partners have used Rackspace Technology to sell more than
two million mailboxes in operation today. The Microsoft 365 Reseller Program
allows an increasing number of customers to get Exchange email together with
Microsoft Office and secure online file storage and sharing.

Microsoft has several different programs for managed service providers and
value add resellers, but the program offered through Rackspace Technology,
“2 Tier CSP,” has several advantages.

Let’s start with the most important one: The provider closest to the customer
gets to keep and own the primary business relationship with the customer.
Practically speaking, this means the provider bills and supports the customer.
Why does this matter? The alternatives generally involve setting up clients as
direct Microsoft customers. In this scenario, Microsoft gets the current revenue
and then future revenue as the customer hires more people or buys more
services. The partner, who often provides a lot of the support, can be cut out of
the transaction.

30
10 reasons to trust Rackspace Technology has worked with Microsoft to create a solution for its
partners, who can now add new customers and services through the Rackspace
Rackspace Technology Technology control panel, and configure the details of those services through
standard Microsoft 365 administrative controls.
1. A leader in the 2020 Gartner The partner sets the prices for their own offerings and bills and supports
Magic Quadrant for Public Cloud their customers. Rackspace Technology provides its partners free access to
Infrastructure Professional and either self-migration tools or an assisted migrations team that will manage
Managed Services, Worldwide the process from end to end. After the migration, partners call Rackspace
Technology to escalate Microsoft 365 support issues, and find deep expertise
2. Hosting provider to more than half with email, SharePoint and related productivity tools.
of the Fortune 100
Rackspace Technology is able to escalate issues directly to the highest levels of
3. 2,500+ Cloud Professionals support and engineering at Microsoft, if needed. As a Microsoft CSP, Rackspace
Technology has invested in tooling that makes Microsoft 365 easier to install
4. 20+ years of hosting experience and manage for its partners. In addition, it is developing add-on applications
that its partners can sell and automatically provision. So far, these include:
5. Customers in 120+ countries
• Encrypted email, which you can get directly from Microsoft but not without
6. Five-time Microsoft Hosting complex programming knowledge. Rackspace Technology automates this
Partner of the Year process so it is ordered and configured as easily as checking a box.

7. Microsoft Gold Certified Partner • Email archiving, which offers unlimited storage and retention at roughly
half the cost of its competitors. Another benefit is that if the client
in Hosting, Collaboration and leaves Microsoft 365, Rackspace Techonolgy’s archive survives and can be
Content, Cloud Productivity transferred while Microsoft’s does not.
and Small and Midmarket
• User licensing & assignment, which as-is is a complex and time-consuming
Cloud Solutions process whether it’s one user or 100 users.

8. We support 4.5 million+ global

email end users

9. Four Microsoft MVPs on staff

10. 200 Microsoft

Certified Professionals

31
Rackspace Microsoft 365 reseller About Rackspace
program benefits Technology
Rackspace Technology is the multicloud solutions
expert. We combine our expertise with the world’s
Flexible offers Microsoft 365 expertise
leading technologies — across applications, data
Resell or refer — choose the method Tap into our on-staff expertise, and security — to deliver end-to-end solutions.
that works best for your organization. including 200 Microsoft Certified We have a proven record of advising customers
Professionals and four MVPs who based on their business challenges, designing
specialize in Microsoft 365 sales solutions that scale, building and managing those
and implementations. solutions, and optimizing returns into the future.

As a global, multicloud technology services

Easy application process Free migrations pioneer, we deliver innovative capabilities of
Become anMicrosoft 365 reseller this Rackspace moves over 50,000 the cloud to help customers build new revenue
week, not next month. Start reselling mailboxes per month! We will streams, increase efficiency and create incredible
or referring now. migrate your customers to experiences. Named a best place to work, year
after year according to Fortune, Forbes, and
Microsoft 365 for free.
Glassdoor, we attract and develop world-class
talent to deliver the best expertise to our
customers. Everything we do is wrapped in our
No commitments or penalties Unique bundles obsession with our customers’ success — our
Fanatical Experience® — so they can work faster,
Resell Microsoft 365 your way. Bundling Microsoft 365 with
smarter and stay ahead of what’s next.
Rackspace Technology requires other Rackspace products
no long-term commitments and shows your customers that you Learn more at www.rackspace.com or call
will never enforce performance- understand their needs. 1-800-961-2888.
based penalties.
© 2022 Rackspace US, Inc. :: Rackspace®, Fanatical Experience® and other Rackspace
Technology marks are either service marks or registered service marks of Rackspace
US, Inc. in the United States and other countries. All other trademarks, service marks,
Always-on support Month-to-month billing images, products and brands remain the sole property of their respective holders and
do not imply endorsement or sponsorship.
Get award-winning technical support Rackspace enables resellers to buy THE INFORMATION CONTAINED IN THIS DOCUMENT IS A GENERAL INTRODUCTION TO
RACKSPACE® SERVICES AND DOES NOT INCLUDE ANY LEGAL COMMITMENT ON THE PART OF
from a reseller-dedicated team of licenses on a month-to-month basis, RACKSPACE TECHNOLOGY.

support professionals and live U.S.- instead of yearlong commitments for You should not rely solely on this document to decide whether to purchase the service.
Rackspace Technology detailed services descriptions and legal commitments are stated
based support 24x7x365. licenses that customers may not use. in its services agreements. Rackspace Technology services’ features and benefits
depend on system configuration and may require enabled hardware, software or
additional service activation.

Except as set forth in Rackspace Technology general terms and conditions, cloud terms
of service and/or other agreement you sign with Rackspace Technology, Rackspace
Technology assumes no liability whatsoever, and disclaims any express or implied

Sales & marketing assistance One control panel

warranty, relating to its services including, but not limited to, the implied warranty of
merchantability, fitness for a particular purpose, and noninfringement.

Access proven marketing materials Manage all your Office 2016 licenses Although part of the document explains how Rackspace Technology services may
work with third party products, the information contained in the document is not

and a dedicated program team to from the same control panel you designed to work with all scenarios. any use or changes to third party products and/or
configurations should be made at the discretion of your administrators and subject to

help you with your sales strategy and use to manage Rackspace Email the applicable terms and conditions of such third party. Rackspace Technology does not
provide technical support for third party products, other than specified in your hosting

to close deals. or Hosted Exchange. Add users, services or other agreement you have with Rackspace Technology and Rackspace
Technology accepts no responsibility for third-party products.

transfer licenses, open support Rackspace Technology cannot guarantee the accuracy of any information presented
after the date of publication.
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