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 clients in search of options and outcomes reasonably than simply merchandise or know-how. As extra clients transition in the direction of managed companies choices, better effectivity and seamless help change into important for Managed Companies Suppliers (MSPs), particularly in dealing with buyer help calls that require fast and efficient decision.
Adopting Cisco Sensible Bonding is a game-changing answer 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 associate 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, akin to Associate Superior Assist (PAS).
With Cisco Sensible Bonding, MSPs can streamline help operations, scale back decision occasions, improve collaboration inside and between help groups, finally 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 called CSOne. This integration ensures a clear, well timed, and automatic syncing of all case info between the 2 techniques. Key advantages embrace:
- Automated Case Creation and Entitlement: Mechanically creates circumstances in each techniques, eliminating the necessity for handbook entry into two techniques.
- Full Lifecycle Synchronization: Displays all updates, standing modifications, and notes in real-time throughout each techniques.
- Instantaneous File Sharing: Shares diagnostic recordsdata and different attachments immediately, facilitating quicker troubleshooting.
- Superior Routing Algorithms: For companions who additionally buy PAS, sensible bonded tickets are routed based mostly on know-how, talent set, time zone, and language, thereby lowering the time spent on possession transfers and guaranteeing tickets get to the proper staff quicker.
- Wider Scope per Ticket: Permits sensible 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 embrace:
- RAD Equipment: Python scripts that auto-check linked units for quicker identification of root causes. PAS clients obtain knowledgeable walkthroughs, with directions and help on find out how to maximize RAD Equipment.
- Automated RCA: A chance for PAS clients to take part within the Automated RCA pilot, which leverages AI to mechanically 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, 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, Sensible Bonding eliminates the necessity for handbook information entry and reduces the chance of errors. This permits engineers to concentrate on resolving points reasonably than administrative duties, streamlining operations and liberating up priceless assets.
- Sooner Decision Instances: With real-time updates and immediate file sharing, the imply time to decision (MTTR) may be lowered by 36%-45%. This implies points are resolved quicker, 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, 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 by Cisco Sensible Bonding, MSPs also can lay the groundwork for delivering even higher-level managed companies choices to their clients. Past enhancing fundamental help capabilities, the mixing permits MSPs to supply extra complete help companies like PAS, permitting MSPs to drive better worth for his or her clients.
How Cisco Sensible Bonding Improves MSP Assist Workflows
Cisco Sensible Bonding addresses a number of inefficiencies generally present in conventional help workflows:
- Eliminates Swivel Chair Operations: Engineers not have to manually replace circumstances in a number of techniques, lowering course of waste and liberating up priceless 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 assets.
Integration with ITSM platforms
Integrating Cisco Sensible Bonding with associate ITSM techniques is a streamlined course of designed to reinforce help capabilities. The mixing helps platforms akin to ServiceNow, with a devoted utility accessible within the ServiceNow App Retailer that automates commonplace connectivity and workflow configuration.
For different ITSM techniques, integration is facilitated by Cisco’s APIs, supporting SOAP/XML and REST/JSON protocols. The mixing course of affords a number of onboarding choices: self-onboarding for normal configurations, an utility 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 Constructive Outcomes
Prospects are more and more counting on associate managed companies to realize 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 situation decision, greater buyer satisfaction, and extra environment friendly use of assets; finally driving higher service supply and operational value financial savings. If you happen to’re an MSP seeking to improve your help capabilities involving Cisco merchandise and Cisco TAC, Cisco Sensible Bonding is a program/software price leveraging. The truth that the Cisco Sensible Bonding program/software 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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Extra assets
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: Sensible Bonding Entitlement. Remodel your help operations as we speak with Cisco Sensible Bonding!
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