Scale back MTTR by as much as 45% and create a base for superior companies with Cisco Sensible Bonding
The worldwide marketplace for managed companies round Cisco merchandise is projected to succeed in $161 billion by 2027, pushed by prospects searching for options and outcomes relatively than simply merchandise or know-how. As extra prospects transition in direction of managed companies choices, higher effectivity and seamless help change into important for Managed Providers Suppliers (MSPs), particularly in dealing with buyer help calls that require fast and efficient decision.
Adopting Cisco Sensible Bonding is a game-changing resolution designed to optimize how Managed Service Suppliers (MSPs) handle and resolve Cisco-related incidents and help tickets. By streamlining help workflows and integrating seamlessly with companion help platforms, Cisco Sensible Bonding considerably enhances the general MSP expertise by boosting effectivity, lowering decision occasions, and bettering collaboration inside and between help groups. Moreover, it serves as a foundational prerequisite for superior help choices, equivalent to Accomplice Superior Help (PAS).
With Cisco Sensible Bonding, MSPs can streamline help operations, cut back decision occasions, improve collaboration inside and between help groups, in the end resulting in improved buyer satisfaction.
What’s Cisco Sensible Bonding?
Cisco Sensible Bonding synchronizes an MSP’s help ticketing system with Cisco’s Technical Help Middle (TAC) system, often known as CSOne. This integration ensures a clear, well timed, and automatic syncing of all case data between the 2 methods. Key advantages embody:
- Automated Case Creation and Entitlement: Mechanically creates circumstances in each methods, eliminating the necessity for handbook entry into two methods.
- Full Lifecycle Synchronization: Displays all updates, standing modifications, and notes in real-time throughout each methods.
- Instantaneous File Sharing: Shares diagnostic recordsdata and different attachments immediately, facilitating quicker troubleshooting.
- Superior Routing Algorithms: For companions who additionally buy PAS, good bonded tickets are routed primarily based on know-how, talent set, time zone, and language, thereby lowering the time spent on possession transfers and guaranteeing tickets get to the appropriate staff quicker.
- Wider Scope per Ticket: Permits good bonded PAS tickets to embody points outdoors of the unique scope, eliminating the necessity to create new tickets.
- Enhanced Entry to Cisco’s TAC Instruments: Cisco TAC instruments, impressed by a long time of expertise troubleshooting community points, which embody:
- RAD Package: Python scripts that auto-check linked gadgets for quicker identification of root causes. PAS prospects obtain professional walkthroughs, with directions and help on how you can maximize RAD Package.
- Automated RCA: A chance for PAS prospects to take part within the Automated RCA pilot, which leverages AI to robotically formulate an incident’s root trigger evaluation.
Why MSPs Ought to Undertake Cisco Sensible Bonding
For MSPs, adopting Cisco Sensible Bonding is not only a technological improve; it’s a strategic transfer that may improve service supply, enhance buyer satisfaction, and differentiate their managed options in a aggressive market. Right here’s why:
- Enhanced Effectivity: By automating the synchronization of case data, Sensible Bonding eliminates the necessity for handbook knowledge entry and reduces the danger of errors. This enables engineers to give attention to resolving points relatively than administrative duties, streamlining operations and releasing up useful sources.
- Quicker Decision Occasions: With real-time updates and immediate file sharing, the imply time to decision (MTTR) may be decreased by 36%-45%. This implies points are resolved quicker, resulting in extra happy prospects and a extra responsive help expertise.
- Improved Collaboration: The seamless integration fosters higher collaboration between the MSP and Cisco’s help groups, guaranteeing that each events have full visibility into the case particulars. This improved collaboration accelerates problem-solving and enhances the general help course of.
By establishing a seamless and environment friendly help workflow via Cisco Sensible Bonding, MSPs can even lay the groundwork for delivering even higher-level managed companies choices to their prospects. Past enhancing fundamental help capabilities, the combination permits MSPs to supply extra complete help companies like PAS, permitting MSPs to drive higher worth for his or her prospects.
How Cisco Sensible Bonding Improves MSP Help Workflows
Cisco Sensible Bonding addresses a number of inefficiencies generally present in conventional help workflows:
- Eliminates Swivel Chair Operations: Engineers now not must manually replace circumstances in a number of methods, lowering course of waste and releasing up useful time.
Cisco Sensible Bonding accelerates engineer collaboration by offering a single supply of fact, enabling engineers from each the MSP and Cisco to work collectively extra successfully and resolve issues quicker. Moreover, it considerably reduces case possession time by 20%-54%, permitting MSPs to deal with extra circumstances with the identical sources.
Integration with ITSM platforms
Integrating Cisco Sensible Bonding with companion ITSM methods is a streamlined course of designed to boost help capabilities. The combination helps platforms equivalent to ServiceNow, with a devoted utility accessible within the ServiceNow App Retailer that automates normal connectivity and workflow configuration.
For different ITSM methods, integration is facilitated via Cisco’s APIs, supporting SOAP/XML and REST/JSON protocols. The combination course of provides a number of onboarding choices: self-onboarding for traditional configurations, an utility module for ServiceNow customers, with the choice to leverage Cisco Superior Providers for custom-made setups.
Self-onboarding entails configuring the ITSM system utilizing supplied documentation and check scripts, whereas the appliance module simplifies the method with pre-built configurations.
Driving Efficiencies and Optimistic Outcomes
Clients are more and more counting on companion managed companies to attain enterprise outcomes at a decrease value. With Cisco Sensible Bonding, help workflows are vastly improved by accelerating help engineer collaboration and lowering MTTR by as much as 45%. For a typical MSP, this interprets to quicker difficulty decision, larger buyer satisfaction, and extra environment friendly use of sources; in the end driving higher service supply and operational value financial savings. If you happen to’re an MSP trying to improve your help capabilities involving Cisco merchandise and Cisco TAC, Cisco Sensible Bonding is a program/device price leveraging. The truth that the Cisco Sensible Bonding program/device is complimentary for Cisco companions, makes it much more compelling to undertake!
Have interaction your Cisco Account Government or Gross sales Enterprise Improvement Supervisor to get began on a Sensible Bonding engagement!
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Further sources
Go to the Cisco Accomplice Managed Providers web page on SalesConnect for recordings of earlier MS VoE periods.
Try my newest blogs for insights into Managed Providers alternatives for MSPs
Try the Self-Onboarding Information on Cisco DevNet and the Accomplice Information: Sensible Bonding Entitlement. Remodel your help operations at the moment with Cisco Sensible Bonding!
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