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

Customers’Needs
Social Workforce
Changing Market
Technologies
Business Models
Solutions
Overview
Traditional Escalation Model
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• Tiered Support (Hierarchical Org)
• Escalations and Transfers
• Inconsistent processes and Multiple disconnected tools
• Ad Hoc, one-time use of collaboration(email)
• Silos of content and people
• Little incentive to create and share content

• Dynamically allocated network of engineers
• Global collaborative network of people and content to solve complex solutions
• Just in time learning through knowledge sharing & content reuse
• First Engineer, Right Engineer through intelligent matching and collaboration
• Robust gamification and reputation model

Old
Networked Learning Organization
Impact on Customer Experience
Transitioned in 2 Years
New
A New Customer Experience Requires Move From Escalation Model to Networked Learning Model

Overview

• Cisco takes ownership to solve the issues instead of bouncing the customer between engineers: “Play Catch, not Ping Pong”
• Intelligent Matching connects people together with the knowledge to solve the problem
• Knowledge sharing & content reduce the problem resolution time (via Tech Zone – a place for experts to collaborate with Experts)
• Collaborative model allows a diverse set of skills to swarm around complex issues
• Move from transaction based interactions service to a holistic Service Experience

• Siloed product support led customer to bounce around to multiple engineers
• Escalation model does not allow for the natural transfer of skills and knowledge
• Cherry picking queue based support led to inconsistent expertise level with the 1st engineer
• Collaboration was limited to local network, ad-hoc, not captured and unmeasured among ”friends & family”
• Knowledge not captured in the workflow and usually lost