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

Business Value
Cisco Realizes Positive Business Value
from the New Solution
Operational Efficiency
Productivity
Improved CSE Skills
Business/ Economic Impact

• Timely and accurate matching of engineer to customer needs
• Optimized Resource Management and work distribution
• Reporting “Cradle to Grave” (engineer level, talk time, Redirection On No Answer, etc.)

• Decreased resolution time by 32%
• Engineers can collaborate more easily and quickly
• Engineers get the help they need faster (leverage the power of Cisco)

• Engineers confident that their skills, knowledge, proficiency and expertise match the work they receive
• Push relevant known knowledge to engineers
• Grow skills faster (less time to reach “expert” status)
• Provide help when engineers need it

• $7 M savings
• Increasing already high customer loyalty by 1.5%
• Maintaining/ improving renewal rates at 67.3%*

*Does not include new support on replacement products
© 2012 Cisco Systems, Inc. All rights reserved. This document is Cisco Public Information. Used by permission
Engineer Feedback Proves Success
Shreyans Jain Owner
01/31/2012 Completed. 5
“This was an awesome collaboration. Javier was really helpful in assisting me during the troubleshooting session and he was really patient while handling the customer...”
Brad Magnani Owner
02/02/2012 Complete. 5
“The customer loved the collaboration experience.”
Todd Pula Key Contributor
02/07/2012 Completed. 5
“This SR was an example of our new tools working in the cu best interest. Kudos to Raymond for following the new process and pulling in the appropriate resources …”