Scale back MTTR by as much as 45% and create a base for superior providers with Cisco Good Bonding
The worldwide marketplace for managed providers round Cisco merchandise is projected to succeed in $161 billion by 2027, pushed by clients looking for options and outcomes relatively than simply merchandise or know-how. As extra clients transition in direction of managed providers choices, better 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 Good 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 accomplice help platforms, Cisco Good Bonding considerably enhances the general MSP expertise by boosting effectivity, decreasing decision instances, and bettering collaboration inside and between help groups. Moreover, it serves as a foundational prerequisite for superior help choices, equivalent to Associate Superior Help (PAS).
With Cisco Good Bonding, MSPs can streamline help operations, scale back decision instances, improve collaboration inside and between help groups, in the end resulting in improved buyer satisfaction.
What’s Cisco Good Bonding?
Cisco Good Bonding synchronizes an MSP’s help ticketing system with Cisco’s Technical Help Middle (TAC) system, referred to as CSOne. This integration ensures a clear, well timed, and automatic syncing of all case info between the 2 methods. Key advantages embody:
- Automated Case Creation and Entitlement: Robotically creates instances in each methods, eliminating the necessity for guide entry into two methods.
- Full Lifecycle Synchronization: Displays all updates, standing adjustments, and notes in real-time throughout each methods.
- Immediate File Sharing: Shares diagnostic recordsdata and different attachments immediately, facilitating sooner 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 decreasing the time spent on possession transfers and making certain tickets get to the appropriate group sooner.
- Wider Scope per Ticket: Permits good bonded PAS tickets to embody points exterior of the unique scope, eliminating the necessity to create new tickets.
- Enhanced Entry to Cisco’s TAC Instruments: Cisco TAC instruments, impressed by many years of expertise troubleshooting community points, which embody:
- RAD Equipment: Python scripts that auto-check linked units for sooner identification of root causes. PAS clients obtain professional walkthroughs, with directions and help on maximize RAD Equipment.
- Automated RCA: A chance for PAS clients to take part within the Automated RCA pilot, which leverages AI to routinely formulate an incident’s root trigger evaluation.
Why MSPs Ought to Undertake Cisco Good Bonding
For MSPs, adopting Cisco Good 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 info, Good Bonding eliminates the necessity for guide information entry and reduces the chance of errors. This enables engineers to concentrate on resolving points relatively than administrative duties, streamlining operations and liberating up beneficial sources.
- Quicker Decision Instances: With real-time updates and on the spot file sharing, the imply time to decision (MTTR) could be lowered by 36%-45%. This implies points are resolved sooner, resulting in extra happy clients and a extra responsive help expertise.
- Improved Collaboration: The seamless integration fosters higher collaboration between the MSP and Cisco’s help groups, making certain 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 by Cisco Good Bonding, MSPs can even lay the groundwork for delivering even higher-level managed providers choices to their clients. Past enhancing primary help capabilities, the combination allows MSPs to supply extra complete help providers like PAS, permitting MSPs to drive better worth for his or her clients.
How Cisco Good Bonding Improves MSP Help Workflows
Cisco Good Bonding addresses a number of inefficiencies generally present in conventional help workflows:
- Eliminates Swivel Chair Operations: Engineers not have to manually replace instances in a number of methods, decreasing course of waste and liberating up beneficial time.
Cisco Good Bonding accelerates engineer collaboration by offering a single supply of reality, enabling engineers from each the MSP and Cisco to work collectively extra successfully and resolve issues sooner. Moreover, it considerably reduces case possession time by 20%-54%, permitting MSPs to deal with extra instances with the identical sources.
Integration with ITSM platforms
Integrating Cisco Good Bonding with accomplice ITSM methods is a streamlined course of designed to boost help capabilities. The mixing helps platforms equivalent to ServiceNow, with a devoted utility out there within the ServiceNow App Retailer that automates customary connectivity and workflow configuration.
For different ITSM methods, integration is facilitated by Cisco’s APIs, supporting SOAP/XML and REST/JSON protocols. The mixing course of presents 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 personalized setups.
Self-onboarding includes configuring the ITSM system utilizing offered documentation and check scripts, whereas the appliance module simplifies the method with pre-built configurations.
Driving Efficiencies and Constructive Outcomes
Clients are more and more counting on accomplice managed providers to attain enterprise outcomes at a decrease price. With Cisco Good Bonding, help workflows are vastly improved by accelerating help engineer collaboration and decreasing MTTR by as much as 45%. For a typical MSP, this interprets to sooner subject decision, larger buyer satisfaction, and extra environment friendly use of sources; in the end driving higher service supply and operational price financial savings. For those who’re an MSP trying to improve your help capabilities involving Cisco merchandise and Cisco TAC, Cisco Good Bonding is a program/device value leveraging. The truth that the Cisco Good Bonding program/device is complimentary for Cisco companions, makes it much more compelling to undertake!
Interact your Cisco Account Government or Gross sales Enterprise Growth Supervisor to get began on a Good Bonding engagement!
Register for the upcoming session to study extra:
Extra sources
Go to the Cisco Associate 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 Associate Information: Good Bonding Entitlement. Rework your help operations at the moment with Cisco Good Bonding!
We’d love to listen to what you assume. Ask a Query, Remark Beneath, and Keep Linked with #CiscoPartners on social!
Cisco Companions Fb | @CiscoPartners X/Twitter | Cisco Companions LinkedIn
Share:
