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 clients in search of options and outcomes slightly than simply merchandise or know-how. As extra clients transition in the direction of managed companies choices, better effectivity and seamless assist turn out to be 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, decreasing decision occasions, and enhancing collaboration inside and between assist groups. Moreover, it serves as a foundational prerequisite for superior assist choices, corresponding 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, 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 Heart (TAC) system, often called CSOne. This integration ensures a clear, well timed, and automatic syncing of all case data between the 2 techniques. Key advantages embrace:
- Automated Case Creation and Entitlement: Routinely creates instances 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.
- Immediate File Sharing: Shares diagnostic information and different attachments immediately, facilitating quicker troubleshooting.
- Superior Routing Algorithms: For companions who additionally buy PAS, good bonded tickets are routed based mostly on know-how, ability set, time zone, and language, thereby decreasing the time spent on possession transfers and guaranteeing tickets get to the suitable staff quicker.
- Wider Scope per Ticket: Permits good 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 Package: Python scripts that auto-check linked units for quicker identification of root causes. PAS clients obtain professional walkthroughs, with directions and assist on the best way to maximize RAD Package.
- 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 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 data, Good Bonding eliminates the necessity for handbook information 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 prompt file sharing, the imply time to decision (MTTR) may be decreased by 36%-45%. This implies points are resolved quicker, resulting in extra glad clients 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 also lay the groundwork for delivering even higher-level managed companies choices to their clients. Past enhancing fundamental assist capabilities, the combination permits MSPs to supply extra complete assist companies 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 assist workflows:
- Eliminates Swivel Chair Operations: Engineers not must manually replace instances in a number of techniques, decreasing course of waste and releasing up priceless 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 quicker. 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 companion ITSM techniques is a streamlined course of designed to reinforce assist capabilities. The mixing helps platforms corresponding to ServiceNow, with a devoted software out there within the ServiceNow App Retailer that automates commonplace connectivity and workflow configuration.
For different ITSM techniques, integration is facilitated by way of Cisco’s APIs, supporting SOAP/XML and REST/JSON protocols. The mixing course of presents a number of onboarding choices: self-onboarding for normal configurations, an software module for ServiceNow customers, with the choice to leverage Cisco Superior Companies for personalized 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
Prospects are more and more counting on companion managed companies to realize enterprise outcomes at a decrease value. With Cisco Good Bonding, assist workflows are vastly improved by accelerating assist engineer collaboration and decreasing MTTR by as much as 45%. For a typical MSP, this interprets to quicker challenge decision, greater buyer satisfaction, and extra environment friendly use of sources; in the end driving higher service supply and operational value financial savings. Should you’re an MSP trying to improve your assist capabilities involving Cisco merchandise and Cisco TAC, Cisco Good Bonding is a program/instrument value 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 Companies web page on SalesConnect for recordings of earlier MS VoE classes.
Take a look at my newest blogs for insights into Managed Companies 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 right this moment with Cisco Good Bonding!
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