“I ask you to pass onto the team our strong appreciation for the great job they are doing, I only hear good things about your engineers and its really great to see the strength of team we have built up in such a short time. Which is exemplified by the fact that all the other theatres are looking to replicate what we have done and see your team as the best practice around the world.”
Cisco is the worldwide leader in IT that helps companies seize the opportunities of tomorrow by proving that amazing things can happen when you connect the previousy unconnected. At Cisco customers come first and an integral part of our DNA is creating long-lasting customer partnerships and working with them to identify their needs and provide solutions that support their success.
Cisco was looking to establish an up to date database of the routers and switches that are in the networks of some of their key customers. The objectives of this database was to:
• Ensure that logistic information is up to date.
• Ensure that mission critical networking equipment have service contracts.
• Provide base information for new Cisco service products and programs.
We worked directly as a partner of Cisco to create a team of Project Managers and engineers that would execute the network discoveries across the customers networks. This envolved creating the process in order to target appropriate customers, setup and get agreement for the engagements, perform the discover and finally create meaningful reports. The discoveries looked at specific Cisco technology such as:
• Managed and unmanaged switching
• firewall and security appliances
• Wi-Fi Technology
Once all the discoveries had been completed and the reports created we passed the information onto Cisco. This is in the form of both documentation and numerous WebEx sessions in order to ensure the global sales and marketing teams fully understood them.
We also worked on the improving the entire process which now forms a critical part of maintaining Cisco’s inventory.
This whole project allows Cisco to realise its supportable real estate and scope its Smartnet activities accordingly, specifically:
• Having the correct replacement routers and switches in geographic locations to support its replacement warranty commitments
• Improve the logistics of geographic support coverage
In addition to its support responsibilities Cisco also realised revenue potential from new maintenance contracts and potential EoL equipment replacements to the value of $500m in Europe alone.