Slide 8 of 27
Notes:
- Main Point(s)/Script: Given Cisco’s rapid growth in the early 90s, and the lack of skilled engineers to provide technical assistance, the goal of automating Customer Care was to scale Cisco’s support operations to meet customer needs while improving custo
- While there were several things Cisco could have automated, we started small by simply building a web site for technical information and upgrades. Over the last four years the company has deployed several additional tools:
- The Installation and Configuration tool eliminates hardcopy documentation with web based instructions and procedures.
- The Software Library electronically distributes Cisco network software, significantly lowering time required for network upgrades. On average, customers and partners download more than 50,000 pieces of software each week. This represents 90% of all soft
- CiscoWorks allows customers to walk through a problem detection routine and hone in on the likely cause of a problem.
- Through Bug Navigator, Cisco reveals all its bugs to customers and enables them to take measures to identify, prevent, and repair the bugs. The application proactively helps customers fix bugs thus saving valuable time for customers and partners and elim
- The Problem Notification tool lets customers know when problems have been resolved.
- Finally, the Problem Resolution tools let customers get quick access to information and answers to technical problems. Open forum and the troubleshooting engine allow customers to quickly access information and answers to technical problems without waiti
- In addition to these tools, Cisco also allows customers to track case status online whenever they want to. Today, a majority of Cisco’s support is performed on line and we only have 1000 engineers in 4 TAC centers worldwide handling only the most difficu
- SEPARATE NOTE: Cisco also allows Partners to grant access to end customers to see our Support site on the web. This includes the troubleshooting engine, bug alerts, open forum etc. They can also grant access to creating cases directly with Cisco through C
- Demo: Demo and testimonial available on CD
- Transition: Cisco’s Self service model has driven adoption rates up and increased customer satisfaction substantially.
