Slide 9 of 27
Notes:
- Main Point(s)/Script: Users say that over 70% of the time they use CCO -- 60% for technical support and 80% for general product and marketing questions -- their questions are answered on-line.
- Users have readily integrated this way of interacting and working with Cisco -- the system handles over one million log-ins per month by registered users and the typical user logs in eight out of twenty business days a month.
- The use of our support tools has resulted in 98% accurate, on-time repair shipments and an increase in customer satisfaction by 25% since 1995
- Annual cost savings from online customer support amount to over 365 million dollars. These come from three main sources:
- Cisco ships less than 10% of its software on CDs or disks. The rest is all downloaded off the net. At $100 savings per download, that represents almost $250 Million in annual savings.
- Close to 500 engineers are avoided on account of Cisco’s online self help tools like Bug Navigator and Troubleshooting Engine. This leads to a savings of close to ~ $75 million annually.
- The elimination of paper based documentation has yielded ~$40 million in annual savings
- And Cisco's customer satisfaction rating has improved by almost 25%.
- ADDITIONAL USEFUL NOTES:
- 9000 PICA accounts allow partners to provide access to end-users to self-service tools.
- Cisco measures customer satisfaction with the quality of care at each instance of a problem through web based feedback.
- Demo: Demo and testimonial available
- Transition: Let us look next at the next big CCO application - Internet commerce
