Cisco Case StudyPositioning the Support Organization as the

Leader in InnovationTarik Mahmoud | CiscoDiego Ventura | noHold

May 8th 2012

Speakers

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Diego VenturaCEO noHold

Tarik MahmoudSr. Manager Cisco

noHold, Inc.

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Benchmark

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According to the 2012 Support Services Benchmark:

• Nearly a quarter of all service incidents, 23%, require expertise and/or training on another vendor’s products to resolve.

• And, these incidents take a third longer (32.9%) to resolve than incidents concerning the company’s’ own products.

John RagsdaleVP of Technology Research - TSIA

Confederated Knowledge™ (CK)

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Confederated Knowledge™ (CK)

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McAfee

Symantec

D-Link

Motorola

NETGEAR

Dell

ComcastIntel

Lexmark

Lenovo

RIM

TWC

Charter

Verizon

Cisco

Benefits

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• Consumer Promise: The solutions they need, on their own terms and where they want them

• A more effective enterprise and happier customers

• CK: Support across companies boundaries

Support Drives Innovation

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Virtual Agent

Support SiteSocial Networks

Call Center

Confederated Knowledge™Metrics for: Sales, Marketing and Engineering

eStore & Resellers

Support Drives Innovation

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• One change affects all aspects of a Business Unit.

• Easy to transform the voice of the customer into measurable ROI.

• Support drives innovation

It is about the Customer!

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• Customers expect companies to offer multiple support channels

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Do you know your customer?

• Customer Segment– Understand who they are

• Educational/technical background• Demographics

– Understand how they use your product• Support needs• Channel selection

– Understand their expectations• Engagement experience• Service Delivery

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Customer Attributes