Cut back MTTR by as much as 45% and create a base for superior companies with Cisco Good Bonding
The worldwide marketplace for managed companies round Cisco merchandise is projected to succeed in $161 billion by 2027, pushed by prospects in search of options and outcomes slightly than simply merchandise or expertise. As extra prospects transition in direction of managed companies choices, better effectivity and seamless assist change into important for Managed Companies Suppliers (MSPs), particularly in dealing with buyer assist calls that require fast and efficient decision.
Adopting Cisco Good Bonding is a game-changing answer designed to optimize how Managed Service Suppliers (MSPs) handle and resolve Cisco-related incidents and assist tickets. By streamlining assist workflows and integrating seamlessly with accomplice assist platforms, Cisco Good Bonding considerably enhances the general MSP expertise by boosting effectivity, lowering decision occasions, and enhancing collaboration inside and between assist groups. Moreover, it serves as a foundational prerequisite for superior assist choices, comparable to Accomplice Superior Assist (PAS).
With Cisco Good Bonding, MSPs can streamline assist operations, scale back decision occasions, improve collaboration inside and between assist groups, in the end resulting in improved buyer satisfaction.
What’s Cisco Good Bonding?
Cisco Good Bonding synchronizes an MSP’s assist 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 info between the 2 programs. Key advantages embody:
- Automated Case Creation and Entitlement: Mechanically creates circumstances in each programs, eliminating the necessity for guide entry into two programs.
- Full Lifecycle Synchronization: Displays all updates, standing adjustments, and notes in real-time throughout each programs.
- Immediate File Sharing: Shares diagnostic information and different attachments immediately, facilitating sooner troubleshooting.
- Superior Routing Algorithms: For companions who additionally buy PAS, good bonded tickets are routed based mostly on expertise, talent set, time zone, and language, thereby lowering the time spent on possession transfers and making certain tickets get to the correct 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 prospects obtain professional walkthroughs, with directions and assist on the right way to maximize RAD Equipment.
- Automated RCA: A possibility 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 Good Bonding
For MSPs, adopting Cisco Good Bonding is not only a technological improve; it’s a strategic transfer that may improve service supply, improve 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 permits engineers to concentrate on resolving points slightly than administrative duties, streamlining operations and releasing up beneficial assets.
- Sooner Decision Occasions: With real-time updates and on the spot file sharing, the imply time to decision (MTTR) will be diminished by 36%-45%. This implies points are resolved sooner, resulting in extra happy prospects and a extra responsive assist expertise.
- Improved Collaboration: The seamless integration fosters higher collaboration between the MSP and Cisco’s assist groups, making certain that each events have full visibility into the case particulars. This improved collaboration accelerates problem-solving and enhances the general assist course of.
By establishing a seamless and environment friendly assist workflow via Cisco Good Bonding, MSPs can even lay the groundwork for delivering even higher-level managed companies choices to their prospects. Past enhancing fundamental assist capabilities, the mixing permits MSPs to supply extra complete assist companies like PAS, permitting MSPs to drive better worth for his or her prospects.
How Cisco Good Bonding Improves MSP Assist Workflows
Cisco Good Bonding addresses a number of inefficiencies generally present in conventional assist workflows:
- Eliminates Swivel Chair Operations: Engineers not have to manually replace circumstances in a number of programs, lowering course of waste and releasing 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 circumstances with the identical assets.
Integration with ITSM platforms
Integrating Cisco Good Bonding with accomplice ITSM programs is a streamlined course of designed to reinforce assist capabilities. The mixing helps platforms comparable to ServiceNow, with a devoted software obtainable within the ServiceNow App Retailer that automates commonplace connectivity and workflow configuration.
For different ITSM programs, integration is facilitated via 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 software module for ServiceNow customers, with the choice to leverage Cisco Superior Companies for custom-made setups.
Self-onboarding entails configuring the ITSM system utilizing offered documentation and check scripts, whereas the applying module simplifies the method with pre-built configurations.
Driving Efficiencies and Constructive Outcomes
Clients are more and more counting on accomplice managed companies to attain enterprise outcomes at a decrease value. With Cisco Good Bonding, assist workflows are vastly improved by accelerating assist engineer collaboration and lowering 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 assets; in the end driving higher service supply and operational value financial savings. In the event you’re an MSP trying to improve your assist capabilities involving Cisco merchandise and Cisco TAC, Cisco Good Bonding is a program/device price leveraging. The truth that the Cisco Good Bonding program/device is complimentary for Cisco companions, makes it much more compelling to undertake!
Have interaction your Cisco Account Govt or Gross sales Enterprise Growth Supervisor to get began on a Good Bonding engagement!
Register for the upcoming session to be taught extra:
Extra assets
Go to the Cisco Accomplice Managed Companies web page on SalesConnect for recordings of earlier MS VoE classes.
Try my newest blogs for insights into Managed Companies alternatives for MSPs
Try the Self-Onboarding Information on Cisco DevNet and the Accomplice Information: Good Bonding Entitlement. Rework your assist operations as we speak with Cisco Good Bonding!
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