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 looking for options and outcomes relatively than simply merchandise or know-how. As extra clients transition in the direction of managed companies choices, higher effectivity and seamless assist develop into important for Managed Providers Suppliers (MSPs), particularly in dealing with buyer assist calls that require fast and efficient decision.
Adopting Cisco Sensible 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 associate assist platforms, Cisco Sensible 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 Associate Superior Help (PAS).
With Cisco Sensible 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 Sensible Bonding?
Cisco Sensible Bonding synchronizes an MSP’s assist ticketing system with Cisco’s Technical Help Heart (TAC) system, generally known as CSOne. This integration ensures a clear, well timed, and automatic syncing of all case data between the 2 methods. Key advantages embrace:
- Automated Case Creation and Entitlement: Mechanically creates circumstances in each methods, eliminating the necessity for handbook entry into two methods.
- Full Lifecycle Synchronization: Displays all updates, standing modifications, and notes in real-time throughout each methods.
- On the spot 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 workforce quicker.
- 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 a long time of expertise troubleshooting community points, which embrace:
- RAD Equipment: Python scripts that auto-check related units for quicker identification of root causes. PAS clients obtain skilled walkthroughs, with directions and assist on methods 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 data, Sensible Bonding eliminates the necessity for handbook information entry and reduces the danger of errors. This enables engineers to give attention to resolving points relatively than administrative duties, streamlining operations and releasing up priceless sources.
- Quicker Decision Instances: With real-time updates and on the spot file sharing, the imply time to decision (MTTR) might be diminished 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 Sensible Bonding, MSPs may also lay the groundwork for delivering even higher-level managed companies choices to their clients. Past enhancing primary assist capabilities, the combination permits MSPs to supply extra complete assist companies like PAS, permitting MSPs to drive higher worth for his or her clients.
How Cisco Sensible Bonding Improves MSP Help Workflows
Cisco Sensible Bonding addresses a number of inefficiencies generally present in conventional assist workflows:
- Eliminates Swivel Chair Operations: Engineers now not must manually replace circumstances in a number of methods, lowering course of waste and releasing 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 sources.
Integration with ITSM platforms
Integrating Cisco Sensible Bonding with associate ITSM methods is a streamlined course of designed to boost 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 methods, integration is facilitated by way of Cisco’s APIs, supporting SOAP/XML and REST/JSON protocols. The mixing course of gives a number of onboarding choices: self-onboarding for normal configurations, an software module for ServiceNow customers, with the choice to leverage Cisco Superior Providers for personalized setups.
Self-onboarding includes configuring the ITSM system utilizing offered documentation and take a look at 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 attain enterprise outcomes at a decrease price. With Cisco Sensible 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 subject decision, larger 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 Sensible Bonding is a program/instrument value leveraging. The truth that the Cisco Sensible Bonding program/instrument is complimentary for Cisco companions, makes it much more compelling to undertake!
Interact your Cisco Account Government or Gross sales Enterprise Growth Supervisor to get began on a Sensible Bonding engagement!
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Further sources
Go to the Cisco Associate 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 Associate Information: Sensible Bonding Entitlement. Remodel your assist operations in the present day with Cisco Sensible Bonding!
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