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Cisco Connect 2018 Indonesia - Cisco Services
- 1. © 2017 Ciscoand/or its affiliates. All rights reserved. Cisco Confidential Cisco Services: GuidingYour DigitalTransformation Kumaran Kandasamy Senior Manager – Technical services
- 2. What's Driving Digital? Cloud 80%of organizations will primarily use SaaS by 2018.4 IoT More than 50 billion more devices expected by 2025.2 Analytics 75% of companies are investing or planning to invest in big data in the next two years.3 Mobility 7.9 billion devices and connections.1
- 3. The market isevolving. IT landscape is evolving. IT complexity increasing Higher demand for services Business innovation, transformation, growth
- 4. Traditional product supportis no longer enough Software $600B by 2021 (8% growth YoY) Solutions Centralized support is expected Networks Business continuity is critical
- 5. Operational challenges as IT evolves ITinefficiency impacts business Resources are constrained Downtime is not an option
- 6.
- 7. Foundational services High-value services Network Solution Software Product v TS Advantage, SPAdvantage, Cisco Managed Services Solution Support Software Support Enhanced and Premium Foundational Support Technical Services can help you succeed
- 8. • Incident managementKPIs • Customer benchmarking • Incident trend analysis • Software consumption analytics Actionable Analytics • Onboarding and adoption • Configuration best practices • Workflow integration • Automated monitoring and incident detection Onboarding & Best Practices • 50M+ networks installed • 12K engineers, architects and advisors • 25K certifications • In-depth knowledge of customer environment • Third-party ecosystem support • Global service delivery model and presence • Choice of coverage models Scale & Flexibility Efficient operations High-value services Built on world-class support and IT innovation Outcomes Faster resolution Increased uptime Higher ROI Networking Expertise Maximize uptime Enhance operations Unlock value
- 9. • Foundational supportBasic •Designated service management • Highest priority cases • Workflow integration Premium • Prioritized cases • Direct access to technical experts • Technical onboarding and adoption Enhanced Software Support
- 11. SD-Access Solution Software Hardware Cisco SolutionSupport Solution Support for the Network Intuitive Multi-vendor Service
- 12. • Primary pointof contact & solution expertise • Product support team coordination • Case management to resolution • Onboarding for faster ROI Solution Support 43% Faster resolution
- 13. Cisco Solution Support Cisco®solution expertise and accountability for centralized issue management and resolution among Cisco and technology partner products in our covered multivendor solutions. Includes Cisco product support and solution-level support in a single service. Cisco Solution Support Primary Point of Contact Solution Focused Expertise Coordinates Between Key Vendors Manages Case to Resolution Centralized Support for Today’s Multivendor Environments
- 14. Application Centric Infrastructure CloudCenter Contiv Open Source DataCenter FlexPod® OpenStackTM SAP HANA Tetration Analytics VersaStackTM Get coverage across every solution portfolio Collaboration Hosted Collaboration Solution Data Center Service Provider IP Media for Fabric Service Provider Mobility IoT Connected Manufacturing Connected Utilities Digital Platform for Cities Digital Transportation Instant Connect and Video Surveillance Smart City LoRa Cisco Vision Dynamic Signage Director Networking Cisco Apple Enterprise Mobility DNA Software Defined Access Enterprise Network Function Virtualization Intelligent WAN Mobile Experience Security Security Solutions Collaboration
- 15.
- 16. • Personalized support •Customer benchmarking • Measurable KPIs • Actionable analytics Technical Services Advantage 70% Fewer outages
- 17. Customer benchmarking inTS Advantage Initial Solution Times -49% Median (Adj.) Average (Adj.) 4 min 5 min 5 min 7 min Peers Continuous improvement Competitive differentiators Better business decisions
- 18. Automation, technology adoption& onboarding Networking expertise & best practices Global scale, flexibility & multivendor support Actionable analytics & operational insights Why Cisco High-value services?
- 19. Global experience and scale Technology visionary Unmatchednetworking leadership Why Cisco Services is your best partner J.D. Power Certified Technology Service and Support Excellence Engineering access worldwide 24/7 365 Fortune 100 companies Professionals certified Networking technologies Networks installed >50M 3M 11Years 12k Engineers, architects, advisors 25k Expert certifications
- 21.
- 22. Quick ROI Fast, effective technology adoption Accelerate issueresolution Prevent issues from occurring Bell Excellent Service Quality • SP Advantage • Business Critical Services “The Cisco SP Advantage team is intimately familiar with our service delivery and the associated customer solutions and can restore service quickly if there is an outage.” - Craig Hudgins, Sr. Manager, Technical Architecture
- 23. There’s Never Beena Better Time of these digitization efforts will be successful* Only 30% of companies have a plan to prepare for digital business transformation** Only 25% companies do not succeed: failure to innovate* #1 Reason What’s the risk of failure? And why?
- 24. © 2018 Ciscoand/or its affiliates. All rights reserved. Cisco Public The Race Is on to Digitize of the Fortune 1,000 expect to undertake a digital project by 2017** 95% of businesses will become fully digital by 2020* 75% incumbents by industry will be displaced by digital disruption over the next 5 years** ~4/10 *Source: Gartner: Top 10 Strategic Predictions for 2015 and Beyond: Digital Business Is Driving 'Big Change’ **Source: Digital Disruption: Displacing Incumbents, Reshaping Markets, Digital Vortex, Where to Begin Your Digital Journey to Digital Value in the Private Sector But not every project is successful And the there are grave threats for failure
- 25. © 2018 Ciscoand/or its affiliates. All rights reserved. Cisco Public There’s Never Been a Better Time of these digitization efforts will be successful* Only 30% of companies have a plan to prepare for digital business transformation** Only 25% companies do not succeed: failure to innovate* #1 Reason *Source: Gartner: Top 10 Strategic Predictions for 2015 and Beyond: Digital Business Is Driving 'Big Change’ **Source: Digital Disruption: Displacing Incumbents, Reshaping Markets, Digital Vortex, Where to Begin Your Digital Journey to Digital Value in the Private Sector What’s the risk of failure? And why?
- 26. Achieving peak performance 87% 4.5M45M support website visitors/month years average engineering experience Advance replacement in 186 1300+ Depots in132 countries $11.8B 860,000 170,000 solved online mobile push notifications languages 17 180+ countries6 online service requests quarterly Parts deliveredin spare parts inventory issues unique annually countries
- 27. Proactive software support •Direct access to technical experts • Software configuration guidance • Prioritized case handling over Basic Technical on-boarding and adoption • User adoption • Technical adoption support for software integration • Learning and training Highest priority case handling Designated service management • Specialized technical knowledge • Customer workflow integration • Incident, escalation and change management • Software updates consultation Advanced technical adoption • Adoption plan and strategy advice • Quarterly business reviews • Advanced support analytics 24x7 technical support Knowledge base access Software updates • Maintenance, minor and major software release updates Self-service adoption • Anytime online support, adoption tools and community support Basic included Enhanced included Software Support options Enhanced PremiumBasic
- 28. Our customers benefitfrom how we partner Services through partners 81% Distributors 700K Cisco Service Partners in 100+ Countries 67K
Editor's Notes
- #4 Let’s start by talking about the shift that’s happening in the market. We all recognize today’s rapid pace of innovation and change and that businesses need to adapt quickly to stay competitive. At the same time, IT environments are becoming more and more complex with complex technologies coming to market, including multi-vendor and hybrid cloud solutions. Sometimes organizations just don't have the talent on staff to handle the complexity. They can’t have the experts in each of the different technology areas they are using to innovate. This is creating a higher demand for services in general. IT organizations are relying more on outside experts to keep up with the pace of innovation and get the most value out of their IT investments.
- #5 Traditional product support models are no longer enough – here’s why. Software has become a critical component of today’s networks. It used to be hardware switches and routers and now some of that technology is moving into the software domain. Software is growing at 6-8% YoY and expected to reach ~$600B by 2021. 1 To reap the desired benefits, they need help with configuring and onboarding their software as well as learning how to take full advantage of its features. According to TSIA, more than 50% of best-in-class cloud players offer premium services to their customers. 2 And from a solutions standpoint, IT organizations are looking for single vendor accountability and support across multi-vendor products and solutions.3 Lastly, the network has become the foundation for today’s business. So, if a core component of the network such as a data center switch is down, all the business applications are down and the organization is losing revenue. Focusing on network uptime is quite different from supporting individual products within a network. These are the things our customer are asking us for today. Sources: 1 Software is growing 6-8% YoY and expected to reach ~$600B by 2021: IDC State of Market, Q2 2017: IT Spending Review and Outlook (Slide 17 – WC2010817) 2 Premium services. TSIA Research - 50% Best-in-Class: slide 22 3 Trend towards multivendor solution support. Source: Competitive Benchmark Analysis of TS Offers, Pricing, and Commercial Practices under Branded Services, IntelliCom Analytics, Feb 13, 2017
- #6 So, what are the challenges organizations face in the context of these market dynamics? Operational costs are increasing with all of this complexity. Just few minutes of downtime is very costly to businesses, so it can’t be tolerated. IT is expected drive business outcomes faster but resources are constrained and more often than not, they lack the expertise to deal with all the complexity IT must drive competitive advantage for the business and is being measured on how well it does that. .
- #7 What all of these high-value services have in common is that they help customers use technology to achieve better business results. In a few minutes, I’ll talk more about how these high-value services build on our industry-leading product support services by adding proactive and prescriptive such as onboarding and personalized service from technology experts. But first, let me talk about the value these services provide and I’ll mention some specific examples. These services help customers: Maximize uptime by accelerating issue resolution to assure business continuity Enhance operations by combining advanced analytics, best practices, and expert guidance for continuous improvement in efficiency and availability Unlock value by leveraging Cisco experts to ease resource constraints and accelerate business results through more effective technology adoption and better technology utilization Let’s make this more real with some examples. 43% faster resolution - A December 2016 Cisco internal study of 10,000 support cases revealed that Solution Support resolves complex issues (on average) 43% faster than product support alone. 70% fewer outages - TS Advantage enabled a large regional bank to resolve issues 3X faster and reduce the number of outages by 70%. 2.6X increased video usage - A global consulting company saw a steady increase in Webex usage and a 264% increase in the number of users who turned on video during their Webex meetings. The increase was achieved during a 90-day trial with a Cisco Designated Services Manager (DSM), which is part of the Software Support premium option. 20% faster customer onboarding - A leading SaaS provider achieved a 20% reduction in the time to onboard new customers in their SaaS solution. Cisco Solution Support for ACI was instrumental in helping them achieve this operational improvement.
- #8 How can we help you unlock value? High-value services. Cisco is aligning with market changes and addressing the increasing demands of IT with its next-generation Technical Services – high-value services. Cisco’s portfolio of high-value services builds on our product support services to deliver proactive and prescriptive service options at the software, solution, and network and entire infrastructure level. Cisco Technical Services is well known for industry-leading product level support with Smart Net Total Care, SP Base and “basic” Software Support. High-value services build on and will continue to feature our award-winning TAC while adding new capabilities that enable our customers to get the most value out of their Cisco IT investments. Software: Software Support provides support for Cisco software. New high-value services features include Enhanced and Premium service options in addition to the basic level support. Solution: Solution Support delivers centralized support across the Cisco and third-party partner solution ecosystem. Cisco experts remain the primary point of contact from first call to resolution. Cisco Solution Support became the default technical service for the Cisco Digital Network Architecture (DNA) or Network Intuitive architecture, which is based Cisco’s SD-Access (Software defined access) solution. This solution includes software, hardware and service (Solution Support). Network: Technical Services (TS) Advantage provides network-level support for customers who need comprehensive technical support for mission critical networks. SP Advantage is specifically for service providers and provides a high degree of modularity and flexibility to meet cost constraints, with a core set of features that are customizable. Managed Services is Cisco-led managed IT operations for network, collaboration, data center and security operations.
- #9 By leveraging our lessons learned from decades of network leadership, we can help customers unlock value faster, and use IT to achieve real business results. Cisco high-value services go beyond basic product support to deliver proactive and prescriptive services so customers get more value out of their software applications, multivendor solutions, and network investments. Here are some of the key capabilities that span our portfolio. Actionable analytics: We use analytics throughout the portfolio, providing valuable insights through key performance indicators, or KPI metrics. We’ve even added customer benchmarking to TS Advantage, which I’ll talk more about later. Onboarding and best practices High-value services include technical onboarding and adoption capabilities as well as personalized guidance from technology and operations experts to help you achieve best practices. Software Support also includes workflow integration in which software experts help you integrate Cisco software into your business processes and workflows so your users can be more productive. Networking expertise Cisco has more than 12,000 engineers, architects and advisors Who collectively have more than 25,000 certification With high-value services, we also bring designated networking experts, as well as measurable KPIs and advanced analytics, we help Scale and flexibility The scale and flexibility of our services organization and services offerings is unparalleled More than 50 million network installations A global services and delivery model with operations in more than 180 countries and a network of more than 1300 depots that delivers over 1M parts annually Choice of coverage models for software from subscription to perpetual, and from on premises to cloud and hybrid cloud Support for 3rd party ecosystems Outcomes These are the capabilities that enable us to help you maximize uptime, enhance IT operations, and ultimately unlock business value faster.
- #10 Today, many customers are asking for adoption services, proactive support and quick response times to bridge geographical barriers and help them transform to a digital business. Customers want to quickly deploy their solutions and see the value from them as soon as they can. But they don’t always have the resources, time and skills to do so. High-value Software Support services address today’s evolving market and customer needs. Each Software Support option provides a progressive level of personalized services, offering incremental customer benefits to unlock the value of a digital business. At the Basic level, customers receive foundational product support, including 24x7 technical support and software updates. The proactive capabilities in the enhanced option is where we use our experience, insights and data with global networks to anticipate problems and work to alert the customer before a problem becomes serious. Our subject matter experts work with the customer to establish and achieve success criteria for end users and the IT staff. The enhanced option provides proactive capabilities, direct access to experts, and technical adoption. At the Premium level, a designated team delivers prescriptive services and workflow integration. Premium is prescriptive in that it includes a designated team that knows the customer’s network and provides customized support for their software solutions to help achieve business outcomes. It also includes support to integrate the customer’s software into their existing workflows. Configuration best practices Software consumption analysis to drive greater adoption of features 24x7 TAC phone support Advanced support analytics for cases and proactive notifications Maintenance, minor and major software release updates Designated experts for case management, and change management Support for integrating Cisco software in customer’s existing IT environment Learning and training services including on-boarding of customer’s technical support staff
- #12 Cisco Solution Support became the default technical service for the Cisco Digital Network Architecture (DNA) intuitive networking solution. Access to a team of solution-level experts to accelerate a customer IT teams’ expertise with new solution Solution partner and Cisco product support team coordination Solution issues resolved 43 percent more quickly than product support alone, minimizing disruption Primary point of contact: Accountability and continuity of service from first call until you close your case Deep solution expertise 1:1 service onboarding sessions help customers understand how to best utilize this service Internal knowledge remediation database The trend toward multivendor solutions with multiple hardware and software components is clear. Cisco Solution Support gives you a way to reduce complexity in supporting these environments and resolve incidents faster.
- #13 Cisco Solution Support resolves complex, solution-level issues on average 43 percent more quickly than product support alone, making it the right technical service for solution deployments with multiple products and vendors. Solution Support features and benefits include: Primary point of contact: Our team of Cisco solution experts is accountable for resolving your issue no matter where it resides. Solution expertise: Our deep knowledge about how the solution works as a whole means we can often resolve issues immediately. Product support team coordination: We effectively manage support among Cisco TAC and solution partner teams to best resolve your issue. One service, broad coverage: You get both solution-level support and Cisco product support in one service that’s easy to order and renew. Onboarding for faster ROI: 1:1 service onboarding sessions help customers understand how to best utilize this service and open cases faster; for some solutions, 1:1 solution onboarding sessions accelerate a customer IT teams’ expertise with and deployment of their new solution. We achieve on average 43% faster resolution with Solution Support. We improved resolution times by 2% YoY (from 41% to 43%) while the number of solution partners and products increased by 69%. This average demonstrates how we keep solutions performing well and delivering ROI. Source: On average 43% faster resolution over product support alone, Source: December 2016 Cisco internal study
- #15 Cisco’s growing list of solutions covered by Solution Support spans our entire technology solution portfolio. All of these categories represent significant growth areas for our customers as they tune up their IT infrastructure--and the solutions and software that sit on these platforms—in order to expand their business, enter new markets, and seek efficiencies and cost savings through new technologies. Cisco Solution Support is totally unique in the marketplace in that our solution-level service is fully pre-packaged and SKU-priced. Customers know exactly what they’re getting with Solution Support. Competitive services are SOW-based and custom bid, which means the customer must negotiate pricing and capabilities with a vendor that has to customize their solution-level service.1 1 Source: IntelliCom Analytics Customers find our standardized approach to be a critical feature because: They don’t need to anticipate what capabilities they may need from a type of service they may have never experienced before Executives, IT management, and IT teams who are looking to hit the ground running with their new investment can be assured they are getting a proven set of deliverables to keep their solution performing and delivering ROI—remember, we’re resolving solution issues on average 43 more quickly than product support alone They can better establish budget and anticipate future spend, since as a SKU-based offer, Solution Support is on the standard Cisco price list
- #17 Cisco Technical Services (TS) Advantage goes beyond break/fix to help customers drive operational outcomes. It is a personalized high-value service that can: Improve operational efficiency by increasing staff productivity and enhancing IT utilization Minimize business disruptions by accelerating time to restoration, reducing downtime, and improving IT agility The team of Cisco experts assigned to your account provide personalized support at the network level. They get to know your network inside and out and can provide insights and recommendations to not only restore your network faster when incidents occur but also to help avoid incidents and make IT operations more efficient. Your Cisco TS Advantage team also uses powerful tools to help them analyze your network and monitor key performance indicators, or KPIs to help drive operational outcomes. Sophisticated analytics and graphical charts about KPIs make it easier to spot trends and identify the root cause of IT incidents, enabling a more prescriptive and proactive approach to managing your network.
- #18 Customer Benchmarking in TS Advantage Analyzes and compares customer’s key performance metrics to that of peers in the industry with similar sized networks Identifies areas where customers outperform peers or where more focus is needed Enables actionable insights to drive operational improvements The example chart on the right shows a customer that has improved their Initial Solution Times (time to resolution) by 49% over the past 12 months. In other words, average initial response time was just under 7.5 minutes a year ago and now is at 5 minutes, well below the 7 minutes average for its peers.
- #19 Cisco Services’ high value services are a step ahead of the competition for the following reasons: Our high value services span a much broader portfolio than any one competitor – ranging from the data center, to branch and campus networking, to collaboration applications and infrastructure, to network security products and software We offer much greater flexibility and choice of services that includes not only Cisco products but also ecosystem partners Our scale and expertise across Cisco solutions is unmatched – we are the technology vendor of choice when it comes to networking, converged data center infra, collaboration, and security solutions We are the trusted partner/right company to help with achieving ROI/unlocking value (with adoption, etc.) because we have the expertise and intimacy
- #20 hWith Cisco as your trusted advisor, extraordinary results happen. It’s because of who we are: We are a force of more than 12,000 expert engineers, architects, and advisors with more than 87,000 collective hours of experience at Cisco and nearly 25,000 expert certifications offering service lifecycle management We are in more than 180 countries, and we have 170 labs across the globe. We provide support in 17 native languages (>120 overall), and we draw on the $6 billion Cisco spends on Research & Development We have 1300+ Depots and billions in spare parts inventory to ensure we can get parts and replacement systems to customers quickly, wherever in the world they are. We leverage automation (simplify/standardize platforms/tools) across our portfolio. Ability to automatically do 16,000 syschecks (and counting) to quickly diagnose and resolve issues - sometimes even pre-empt. We offer Award winning, world-class services, learning and training >30 wins TSIA STAR awards 2011 - 2016 11 consecutive years of JD Powers certification, which recognizes excellence in customer service Global, services-wide ISO 27001:2013 certification, which demonstrates our commitment to keeping our customers’ confidential information (as well as our own) safe and secure at every possible level We partner with 67,000 partners in more than 100 countries We have one of the industry’s largest and most experienced global services organization dedicated to your success. Let us put technology to work for you. #1 - Networking, network security, converged infrastructure, SDN, fastest growing HyperConverged solution; #2 blade servers
- #23 As a leading communications and Internet service provider in Canada, Bell relies on their Cisco SP Advantage team for faster resolution of challenging support issues for its customers. When there's an outage with a large customer, it’s not enough to restore service. They need to know exactly what happened and take steps to avoid it in the future. The SP Advantage team not only helps resolve the issue quickly, but also performs root cause analysis to understand the source of the issue so it can be remediated. Bell is also committed to leading broadband network investment and innovation in Canada. By combining SP Advantage with Business Critical Services, they are able to deploy new technologies faster and more effectively. Collaboration with Cisco Services helps them bring new technologies into production quickly, supporting their network leadership agenda and enabling Bell to realize more value from their Cisco investments.
- #25 Indeed, We are at what may be one of the biggest inflection points in history. By next year, most of the Fortune 1000 will have started a digitization project. In 4 years, three quarters of businesses expect to be fully digital Over the next 5 years, this digitization will knock 4 out of 10 current leaders out of their incumbency. While the overwhelming majority of businesses are beginning digital transformation projects, and we see how disruptive these projects can be, most of these projects will fail. Why? CLICK Because digitizing alone does not guarantee success Only 30% of these digital projects in the Fortune 1000 will be successful. Part of that is because only 25% have a plan for digitization. But the biggest reason digitizing doesn’t bring automatic success is failure to innovate. Expertise and planning for the innovation opportunities that digitization presents to an organizations is critical. Sources: **Gartner: Top 10 Strategic Predictions for 2015 and Beyond: Digital Business Is Driving 'Big Change' *Gartner Research Consulting – Cisco IoE Engagement Findings December 2014
- #26 We are at what may be one of the biggest inflection points in history. By next year, most of the Fortune 1000 will have started a digitization project. In 4 years, three quarters of businesses expect to be fully digital Over the next 5 years, this digitization will knock 4 out of 10 current leaders out of their incumbency. While the overwhelming majority of businesses are beginning digital transformation projects, and we see how disruptive these projects can be, most of these projects will fail. Why? CLICK Because digitizing alone does not guarantee success Only 30% of these digital projects in the Fortune 1000 will be successful. Part of that is because only 25% have a plan for digitization. But the biggest reason digitizing doesn’t bring automatic success is failure to innovate. Expertise and planning for the innovation opportunities that digitization presents to an organizations is critical. Sources: **Gartner: Top 10 Strategic Predictions for 2015 and Beyond: Digital Business Is Driving 'Big Change' *Gartner Research Consulting – Cisco IoE Engagement Findings December 2014
- #27 Jabber Adoption through CYQ1 27% increase Number of Meetings through CYQ1 up 29% Active Hosts through CYQ1 up 22% Average People Minutes YTD 33% increase What We Did Discovery, Analysis, and Recommendation Support process’s review/maint/improve DSM daily case reviews (monitoring) Trending analysis (analytics) Technical bridge between NBCU and Cisco Systemic problem resolution Customer Ops/IT training Continuous Proactive updates/notifications Roadmap awareness/early releases/access How We Do It SPOC with a dedicated expert (DSM) Fastest Route to Resolution (incident, escalation) Proactive, Predictive, Concierge Support Change Management & Awareness WebEx Adoption with Analytics, BI & Training
- #28 And the results speak for themselves. 80% reduction in incidents – Software Support. This multinational communications company wanted to increase service availability/uptime and improve WebEx use throughout company. With the help of the Solution Support team, they experienced an 80% reduction in Level 2 help desk tickets related to their Webex deployment. The number of tickets dropped from 128/month to 28/month during their 90-day trial with a Designated Services Manager. They also achieved ~23% increase in hosts from 65K hosts to 80K hosts within one year. 20% faster customer onboarding – Solution Support. A leading SaaS provider achieved a 20% reduction in the time to onboard new customers in their SaaS solution. Cisco Solution Support for ACI was instrumental in helping them achieve this operational improvement. 70% fewer outages – TS Advantage. This regional bank has a large Cisco infrastructure in multiple countries. They had been experiencing frequent network downtime and needed to achieve high availability for customer satisfaction. The TS Advantage designated team provided 24-hour daily network-wide support for incident management and problem resolution. An accurate view of their network and installed base enabled more efficient planning. Together, these TS Advantage capabilities helped IT reduce network outages by 70% and resolve issues 3x faster, reducing financial impact to the bank. Faster issue resolution and reduced risk –SP Advantage. This major communications and Internet service provider relies on their Cisco SP Advantage team for faster resolution of challenging support issues for end customers. When there's an outage with a large customer, it’s not enough to restore service. They need to know exactly what happened and take steps to avoid it in the future. The SP Advantage team not only helps resolve the issue faster but also performs root cause analysis to understand the source of the issue so it can be remediated. The end result is reduced risk and greater service levels for its customers.
- #29 Networks are the lifeline that connects customers to goods and services, and the effects of downtime can be significant, decreasing productivity, eroding customer confidence, and losing revenue. Our award-winning web support gives customers advance, notification of alerts to proactively address and possibly prevent problems associated with Security Advisories and Field Notices. We sent ~45M mobile push notifications in 2016. For the Cisco Global Service Logistics and Operations organization, overseeing hardware replacement for millions of service contracts ranging anywhere from 2-hour to 10-day delivery requires an acute awareness of potential impacts, such as: Less than desirable customer service levels The inability to respond to frequent changes in the installed base and customer entitlements High investments in extremely slow moving service assets Complex business processes The need for significant manual oversight, and, ultimately, A lack of regional and global coordination With advance hardware replacement available in 186 countries, the Cisco Global Service Logistics & Operations organization delivers over 1M parts annually, managed through a network of over 1300 depots in 132 countries which cumulatively house $11.8B in spare parts inventory. When considering the scale of operations, effective control of resources and downstream and upstream logistics are critical in mitigating risks and has driven the need for new business and operational capabilities enabled, in part, by rapidly advancing technology.
- #30 Cisco Software Support includes three tiers of service: Basic, Enhanced, and Premium. Each level provides incremental benefits, including faster time to value with customer success and adoption capabilities that customers expect from industry leading software vendors. Software Support – Deliverables Tiered Technical Support with Customer Success Consistent Deliverables Across On Premises, Hybrid, and Cloud Software Consistent Deliverables across monetization models: Perpetual, On-Premises Subscriptions, SaaS Basic: Default service that’s either attached with perpetual product licenses or embedded with all Cisco subscription products 24x7 Cisco Technical Assistance Center (TAC) support Maintenance, minor and major software release updates Anytime online support, adoption tools and community support
- #31 Trust Cisco Services because of how we partner. We forge strong relationships with organizations and experts around the globe to ensure that we are giving all of our customers the very best experience. It’s not just our people, knowledge, and skills that equip us to make such a massive impact for clients – it’s the relationships that we build: We partner with 67,000 partners in more than 100 countries No company, no matter how large or how skilled, succeeds in isolation. We pride ourselves in forging relationships around the world that enable us to work together to create the best solutions possible. Source: Cisco GPO “Partner Success” Golden Deck as of April 2016 Cisco Services Partner Program 67K partners in 100+ countries