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

Manash Bhattacharjee Owner
02/01/2012 Completed. 5
“Great tool. Andrew joined in and issue got resolved immediately”
Tahani Khajil Owner
01/31/2012 Completed. 5
“Having Marcin as an Expert here is really a blessing, doing labs with him made me learn new things not just fix a one-time problem.”
Business Value
© 2012 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Used by permission
Why We Should Win!

• Complacency with our existing success was not an option
• Sensing customer and market shifts, we wanted to innovate driving the shift versus reacting
• Observing changes in workforce enabled us to harness social and gamified qualities
• Increasing complex solutions causing a technology avalanche that could be met with a collaborative network of engineers with diverse skillsets

• Created 5 key initiatives
• Intelligent Matching: Connects people together with the knowledge to solve the problem
• Collaborative Engagement Model: Enables a diverse set of skills to swarm around complex issues
• Integrated Workflow: Single place for all Engineers to work customer issues across all capabilities
• Knowledge Creation and Re-use: Content is dynamically updated within the integrated problem resolution workflow
• Reputation and Gamification: drives quality content and recognizes engineer contribution through badging and leaderboards

• Reduced movement of the customer from engineer to engineer
• Transfers decreased by 11%
• Escalations decreased by 42%
• Time to Final Resolution reduced up to 32%
• Resulting savings $7million
• Engineers successfully sharing content and knowledge through collaboration
• Process for collaboration rated at 4.6 out of 5
• Collaborations: 1700+ per month
• Adoption of new capabilities is 75% in less than 1 year

What Drove Us
What We Did
What Were the Results?
Innovated and delivered a transformed customer experience to meet customer needs in evolving and highly complex business and technology environments