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 prospects searching for options and outcomes slightly than simply merchandise or expertise. As extra prospects transition in the direction of managed providers choices, larger effectivity and seamless assist turn out to be important for Managed Providers 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 accomplice assist platforms, Cisco Good Bonding considerably enhances the general MSP expertise by boosting effectivity, lowering decision occasions, and bettering collaboration inside and between assist groups. Moreover, it serves as a foundational prerequisite for superior assist choices, comparable to Accomplice Superior Help (PAS).
With Cisco Good Bonding, MSPs can streamline assist operations, scale back decision occasions, 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 Heart (TAC) system, often called 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: Robotically creates instances 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, sensible bonded tickets are routed based mostly on expertise, talent set, time zone, and language, thereby lowering the time spent on possession transfers and guaranteeing tickets get to the best crew sooner.
- Wider Scope per Ticket: Permits sensible 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 Package: Python scripts that auto-check linked units for sooner identification of root causes. PAS prospects obtain knowledgeable walkthroughs, with directions and assist on the right way to maximize RAD Package.
- 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 isn’t just 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 knowledge entry and reduces the danger of errors. This enables engineers to concentrate on resolving points slightly than administrative duties, streamlining operations and liberating up invaluable sources.
- Sooner Decision Occasions: With real-time updates and on the spot file sharing, the imply time to decision (MTTR) may be lowered by 36%-45%. This implies points are resolved sooner, 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 via Cisco Good Bonding, MSPs also can 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 larger 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 not must manually replace instances in a number of programs, lowering course of waste and liberating up invaluable 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 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 programs is a streamlined course of designed to reinforce assist capabilities. The mixing helps platforms comparable to ServiceNow, with a devoted software out there within the ServiceNow App Retailer that automates customary 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 gives a number of onboarding choices: self-onboarding for traditional configurations, an software module for ServiceNow customers, with the choice to leverage Cisco Superior Providers 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 providers to attain enterprise outcomes at a decrease price. 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 difficulty decision, increased buyer satisfaction, and extra environment friendly use of sources; finally driving higher service supply and operational price 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/instrument price leveraging. The truth that the Cisco Good Bonding program/instrument is complimentary for Cisco companions, makes it much more compelling to undertake!
Interact your Cisco Account Government or Gross sales Enterprise Improvement Supervisor to get began on a Good Bonding engagement!
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Extra sources
Go to the Cisco Accomplice Managed Providers web page on SalesConnect for recordings of earlier MS VoE periods.
Take a look at my newest blogs for insights into Managed Providers alternatives for MSPs
Take a look at the Self-Onboarding Information on Cisco DevNet and the Accomplice Information: Good Bonding Entitlement. Rework your assist operations at present with Cisco Good Bonding!
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