Cisco Global Technical Center Service Delivery Transformation Innovation Internally to Drive Customer Success

Results
Tools reduced from 10 to 1
Engineer satisfaction remained high at 3.7 out of 5 after process and tool change
32% faster resolution
Adoption of new capabilities is 75% and growing
Simplified Workflow and Unified Platform
Resulting in Higher Efficiency
and Faster Resolution
Initiative Description
4. Integrated Workflow
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The Results of the Solution
*Does not include new support on replacement products
Redefine the customer experience:
Less movement of the customer from engineer to engineer Case Transfers-11% reduction,
Case Escalations- 42% reduction
Networked Learning Organization:
Focused on skills growth and increasing knowledge sharing and re-use between engineers and customers
Increased agility in delivering
new business models:
Reactive, proactive, preemptive complex architectures and solution support
Reputation and Gamification:
Enables experts to be recognized across all parts of the organization based on expertise not traditional role-based structure
Transform the culture:
People armed with the right tools, data and experts to deliver on customer and partner expectations
Defending and growing
our support revenues:
Margins and market share with 67.3% contract renewal rate*
Customer Value
Reset the bar on our competition: Significantly reduced time-to-resolution by 32%
How did we integrate customer success culture into daily ops?
Criteria used to measure success for our customers
Operations put in to measure c-sat for our service offerings
Processes to enable knowledge sharing