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 achieve $161 billion by 2027, pushed by prospects looking for options and outcomes slightly than simply merchandise or know-how. As extra prospects transition in direction of managed providers 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 resolution 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 companion assist platforms, Cisco Good Bonding considerably enhances the general MSP expertise by boosting effectivity, lowering decision instances, and enhancing collaboration inside and between assist groups. Moreover, it serves as a foundational prerequisite for superior assist choices, akin to Associate Superior Help (PAS).
With Cisco Good Bonding, MSPs can streamline assist operations, scale back decision instances, improve collaboration inside and between assist groups, finally 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 called CSOne. This integration ensures a clear, well timed, and automatic syncing of all case data between the 2 programs. Key advantages embody:
- Automated Case Creation and Entitlement: Robotically 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 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 precise group quicker.
- 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 gadgets for quicker identification of root causes. PAS prospects obtain knowledgeable walkthroughs, with directions and assist on how one can maximize RAD Equipment.
- Automated RCA: A chance for PAS prospects 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, improve buyer satisfaction, and differentiate their managed options in a aggressive market. Right here’s why:
- Enhanced Effectivity: By automating the synchronization of case data, Good Bonding eliminates the necessity for guide knowledge entry and reduces the danger of errors. This enables engineers to deal with resolving points slightly than administrative duties, streamlining operations and releasing up priceless sources.
- Quicker Decision Occasions: With real-time updates and instantaneous file sharing, the imply time to decision (MTTR) may be lowered by 36%-45%. This implies points are resolved quicker, resulting in extra glad prospects and a extra responsive assist expertise.
- Improved Collaboration: The seamless integration fosters higher collaboration between the MSP and Cisco’s assist groups, guaranteeing 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 by way of Cisco Good Bonding, MSPs may lay the groundwork for delivering even higher-level managed providers choices to their prospects. Past enhancing primary assist capabilities, the combination permits MSPs to supply extra complete assist providers like PAS, permitting MSPs to drive better worth for his or her prospects.
How Cisco Good Bonding Improves MSP Help Workflows
Cisco Good Bonding addresses a number of inefficiencies generally present in conventional assist workflows:
- Eliminates Swivel Chair Operations: Engineers now not have to manually replace circumstances in a number of programs, lowering course of waste and releasing up priceless time.
Cisco Good 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 Good Bonding with companion ITSM programs is a streamlined course of designed to reinforce assist capabilities. The combination helps platforms akin 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 by way of 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 software module for ServiceNow customers, with the choice to leverage Cisco Superior Companies for personalized setups.
Self-onboarding includes configuring the ITSM system utilizing supplied documentation and check scripts, whereas the applying module simplifies the method with pre-built configurations.
Driving Efficiencies and Optimistic Outcomes
Prospects are more and more counting on companion managed providers to realize 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 quicker problem decision, increased buyer satisfaction, and extra environment friendly use of sources; finally driving higher service supply and operational value financial savings. When 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 sources
Go to the Cisco Associate Managed Companies web page on SalesConnect for recordings of earlier MS VoE periods.
Try my newest blogs for insights into Managed Companies alternatives for MSPs
Try the Self-Onboarding Information on Cisco DevNet and the Associate Information: Good Bonding Entitlement. Rework your assist operations in the present day with Cisco Good Bonding!
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