Cisco Systems Case Study: EA Foundation Delivers Mobile Service Value

© 2007 Cisco Systems, Inc. All rights reserved. Cisco ConfidentialCisco Case Study 1

Cisco Systems Case Study: EA Foundation Delivers Mobile Service Value

Susan Bouchard


Agenda

Cisco Mobile Services

EA Foundation for Mobile Services

Mobile Service Value

Summary

Q and A




The Other Guys

Largest U.S. Foodservice Distributor


Cisco Systems: Worldwide Leader in Networking for the Internet

Cisco Products Power the Internet

Cisco Runs Its Business

on the Internet



Pricing

CiscoDirectory

Mobile Mail


Over 54,000 Cisco Employees

67 Countries

127 Carriers

US/Canada – 60% Europe – 22%

APAC – 11%

Emerging Markets – 7%

14,000+ Mobile Mail Users, 8,000+ of those in Sales

Source: Mobilization Program and Mobility Operations—Metrics and Progress Reports, December 2006


Mobile Sales Information Services (MSIS)

Enable targeted set of Sales applications on smartphones in order to increase Sales productivity, mobile effectiveness and increase customer intimacy, resulting in potential Sales growth

Define a “Sales mobile architecture blueprint” to enable development of future Sales applications

The architecture will be in congruence with the enterprise mobile strategy driven by Enterprise Architecture team

Objectives

Source: Mobility Summit—WWSP Update, October 2005


EA Foundation for Mobile Services


Enterprise Architecture

Architecture Planning

Infrastructure Planning

Gap Analysis

Migration Planning

Technology Assessment


Provide the Technology Roadmap for the Enterprise

Adapted from Paras, G. & Buchanan, R. Chair Address: Enterprise Architecture is Growing Up. In Proc. Enterprise Architectures Conference (Phoenix, AZ Nov 2003), 11.



Q4 FY’05 Q1 FY’06 Q2 FY’06 Q3 FY’06 Q4 FY’06

Phase 1 Roadmap

Arc

hit

ec

ture

T

rac

kR

eq

uir

em

en

ts

Tra

ck

TechnologyAssessment

Concept Commit

Execute Commit

Kick OffVoice of

Customer

Analysis

Development and Testing

MSIS Pilot and Phase 1 Go Live

Develop Architecture Blueprint Publish Architecture Blueprint

Design

Proof of Concept

Plan Architecture – Short- and Midterm

Te

ch

no

log

y

Tra

ck

Ap

pli

ca

tio

n

Tra

ck

© 2006 Cisco Systems, Inc. All rights reserved.Cisco Case Study




Mobile Databases

Wireless Networks

Wireless Protocols HTTP WAP SMS MMS i-Mode HTTP WAP SMS MMS i-Mode

VoiceXML .Net Speech IVRVoiceXML .Net Speech IVR

Ap

pli

cati

on

s

Sec

uri

ty

Wireless Middleware

Devices and Platforms

Application Development



Infrastructure/Architecture Planning

Intranet

CCI

DB

End-to-end Encryption

HTTPUDP

SecuredTransportLayer

WAN andWi-Fi Networks

Good SecurityOperations Center

HandheldswithGoodAccess

Positive Acknowledgement Architecture


Fir

ewa

ll


Inte

rim

D

ev

ice

Ne

xt

Ge

ne

rati

on

H

an

dh

eld

Pil

ot

De

vic

e

Migration PlanningQ1 FY’07 Q2 FY’07 Q3 FY’07 Q4 FY’07 Q1 FY’08 Q2 FY’08

Oct Nov Dec Jan Feb Mar Apr

Symbian OS

Palm OS

Palm OS

Windows Mobile OS

DeviceA

CDMA

Device C

GSM

Device E

CDMA

DeviceF

GSM

DeviceD

CDMA

Refresh

DeviceB

GSM




PricingSearch for price by product description, number or family

Order StatusCheck status by sales order number, purchase order number or Internet Commerce Network (ICN) number

BookingObtain product and service booking information, based on Sales hierarchy assignment

TAC SearchView status and history of Technical Assistance Center (TAC) service request


Hits to MSISN

o o

f H

its

No

of

Pro

visi

on

ed U

sers

0

1,000

2,000

3,000

4,000

5,000

6,000

7,000

March April May June July Aug Sept Oct Nov Dec0

1,000

2,000

3,000

4,000

5,000

6,000

7,000

8,000

9,000


BookingsTAC Search Order Status Pricing No of Provisioned Users


Enterprise Mobile Services

Cisco Employee Connection (CEC) HomeAccess to Cisco employee news

DirectoryLookup Cisco employee and click-to-dial

MapQuestObtain maps and directions

Yahoo MobileAccess Yahoo Mobile services


Hits to Enterprise Mobile ServicesN

o o

f H

its

No

of

Pro

visi

on

ed U

sers

0

5,000

10,000

20,000

25,000

30,000

35,000

40,000

March April May June July Aug Sept Oct Nov Dec0

1,000

2,000

3,000

4,000

5,000

6,000

7,000

8,000

9,000

MapQuestYahoo Mobile Directory CEC Home Page No of Provisioned Users


15,000




MSIS Top 100 Users

Source: MSIS Top 100 User Survey Final Results, 5 January 2007

US/Canada

Emerging Markets

Europe

APAC

Public Sector

Manufacturing

Retail

Commercial

Enterprise

Account Manager

Regional Manager

Associate Account Manager

Channel Account Manager

Key Account Manager

Enterprise Account Manager

Territory Account Manager


How Often Do You Access MSIS?

Daily 61%

Every Other Day 18%

Once a Week 6%

Bi-weekly 15%



Saving How Much Time Per Week?


> 1 Hour 32%

~ 1 Hour 38%

~ 30 Minutes 9%

< 30 Minutes 21%


How Do MSIS Make You More Productive?


Reduces the Amount of Follow-up WorkRequired atthe End of the Day

Improves My Work/LifeBalance

Provides Faster Access to Informationvs. Desktop PC

Increases Customer Intimacy via Immediate Response to Customer Inquiry

Access to BookingsContributes toAccuracy ofWeekly Forecast Calls

Decreases Time Spent Chasing Resolution to Customer Support Cases

No

of

Res

po

nse

s


What Value Do MSIS Provide to You?

“…1) The ability to take action upon all communications (voicemail, email, text messages), coordinate team activity and respond more intelligently to my customers more quickly while away from my office/laptop. 2) The convenience of having 24/7 communication capabilities with my team and customers with minimal impact on my work/life balance. 3) The confidence that my customers have in the Cisco team knowing that regardless of where we are we have the ability to support their needs…”


G.T., Enterprise Account Manager

Georgia Enterprise


Summary


Build on EA Foundation

Strategy Formulation

Environmental Monitoring

Value Management

Implementation Management

Architecture Planning Infrastructure

Planning

Gap Analysis

Risk Management

Project Resourcing

Project Monitoring

Migration Planning

Enterprise Strategy and Planning

Integrate Business and IT Strategy

and Planning

Implement Enterprise Transformation through Key Programs/Projects

Provide the Technology Roadmap

for the Enterprise


Investment PortfolioEnterprise

Program Management


To create business value

Adapted from Paras, G. & Buchanan, R. Chair Address: Enterprise Architecture is Growing Up. In Proc. Enterprise Architectures Conference (Phoenix, AZ Nov 2003), 11.



Anytime/anywhere access

Improved responsiveness

Increased customer intimacy

Higher customer satisfaction

Competitive advantage

Work/life balance


Lessons Learned

Establish an entitlement policy

Enforce active password entry

Monitor quality of service

Focus on usability and productivity

Pilot new devices via business and IT

Partner with “interested parties”

Communicate challenges and success


Q and A
