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

Customer Value
A Positive Change
in the Customer Experience
Customer Satisfaction on Resolution Time Average (1-5 scale)
Resolution Time Days

• Base is 12 month average prior to reporting period (Oct 2010 thru Sep 2011) * Time to Final Resolution data excludes “Defects”, cases waiting for product fix
• FY12: 800,000+ service requests

13.27 Q4 FY11
11.2 Q1 FY12
7.3 Q2 FY12
14
12
10
8
6
Time To Final Resolution (TFR) improvement on Fully Adopted Teams
An Increase of 1.5% from July FY11 to June FY12
An Improvement of 32% from Q4 FY11 to Q3 FY12
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Customer Value
Customer Satisfaction Increase of 1.5%
Resolution Time Decrease of 32%
Cases Closed in Under 6 Days Improved 2%
Adoption started in Q4 FY11
Seasonal Variance
Adoption started in Q4 FY11
4.60
Jul
FY11
4.58
Aug
FY12
4.54
Sep
FY12
4.58
Oct
FY12
4.62
Nov
FY12
4.61
Dec
FY12
4.65
Jan
FY12
4.63
Feb
FY12
4.66
Mar
FY12
4.61
Apr
FY12
4.64
May
FY12
4.67
Jun
FY12
4.66
Jun
FY11
4.60
May
FY11
4.62
Apr
FY11
4.63
Mar
FY11
4.63
Feb
FY11
4.65
Jan
FY11
5.00
4.00