Cisco Case Study Positioning the Support Organization as the Leader in Innovation Tarik Mahmoud | Cisco Diego Ventura | noHold May 8 th 2012
Aug 20, 2015
Cisco Case StudyPositioning the Support Organization as the
Leader in InnovationTarik Mahmoud | CiscoDiego Ventura | noHold
May 8th 2012
Benchmark
4
According to the 2012 Support Services Benchmark:
• Nearly a quarter of all service incidents, 23%, require expertise and/or training on another vendor’s products to resolve.
• And, these incidents take a third longer (32.9%) to resolve than incidents concerning the company’s’ own products.
John RagsdaleVP of Technology Research - TSIA
Confederated Knowledge™ (CK)
6
McAfee
Symantec
D-Link
Motorola
NETGEAR
Dell
ComcastIntel
Lexmark
Lenovo
RIM
TWC
Charter
Verizon
Cisco
Benefits
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• Consumer Promise: The solutions they need, on their own terms and where they want them
• A more effective enterprise and happier customers
• CK: Support across companies boundaries
Support Drives Innovation
8
Virtual Agent
Support SiteSocial Networks
Call Center
Confederated Knowledge™Metrics for: Sales, Marketing and Engineering
eStore & Resellers
Support Drives Innovation
9
• One change affects all aspects of a Business Unit.
• Easy to transform the voice of the customer into measurable ROI.
• Support drives innovation
11
Do you know your customer?
• Customer Segment– Understand who they are
• Educational/technical background• Demographics
– Understand how they use your product• Support needs• Channel selection
– Understand their expectations• Engagement experience• Service Delivery