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 in search of options and outcomes slightly than simply merchandise or expertise. As extra prospects transition in direction of managed providers choices, higher effectivity and seamless assist turn into 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, corresponding to Accomplice Superior Help (PAS).
With Cisco Good Bonding, MSPs can streamline assist operations, cut 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, referred to as CSOne. This integration ensures a clear, well timed, and automatic syncing of all case info between the 2 methods. Key advantages embody:
- Automated Case Creation and Entitlement: Robotically creates instances 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.
- Prompt File Sharing: Shares diagnostic recordsdata and different attachments immediately, facilitating quicker troubleshooting.
- Superior Routing Algorithms: For companions who additionally buy PAS, good bonded tickets are routed primarily based on expertise, ability set, time zone, and language, thereby lowering the time spent on possession transfers and making certain tickets get to the appropriate crew 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 many years of expertise troubleshooting community points, which embody:
- RAD Package: Python scripts that auto-check linked units for quicker identification of root causes. PAS prospects obtain knowledgeable walkthroughs, with directions and assist on tips on how to maximize RAD Package.
- Automated RCA: A chance for PAS prospects 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 Good Bonding
For MSPs, adopting Cisco Good Bonding is not only a technological improve; it’s a strategic transfer that may improve service supply, enhance 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 handbook information entry and reduces the chance of errors. This enables engineers to deal with resolving points slightly than administrative duties, streamlining operations and releasing up precious assets.
- Sooner Decision Instances: With real-time updates and prompt file sharing, the imply time to decision (MTTR) could be decreased by 36%-45%. This implies points are resolved quicker, 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, making certain 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 lay the groundwork for delivering even higher-level managed providers choices to their prospects. Past enhancing primary assist capabilities, the mixing allows MSPs to supply extra complete assist providers like PAS, permitting MSPs to drive higher 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 now not have to manually replace instances in a number of methods, lowering course of waste and releasing up precious 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 quicker. Moreover, it considerably reduces case possession time by 20%-54%, permitting MSPs to deal with extra instances with the identical assets.
Integration with ITSM platforms
Integrating Cisco Good Bonding with accomplice ITSM methods is a streamlined course of designed to boost assist capabilities. The mixing helps platforms corresponding to ServiceNow, with a devoted software accessible within the ServiceNow App Retailer that automates normal 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 provides 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 personalized setups.
Self-onboarding entails configuring the ITSM system utilizing offered documentation and check scripts, whereas the appliance module simplifies the method with pre-built configurations.
Driving Efficiencies and Constructive Outcomes
Clients are more and more counting on accomplice managed providers to realize enterprise outcomes at a decrease value. 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 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 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!
Have interaction your Cisco Account Government or Gross sales Enterprise Growth Supervisor to get began on a Good Bonding engagement!
Register for the upcoming session to be taught extra:
Extra assets
Go to the Cisco Accomplice Managed Providers web page on SalesConnect for recordings of earlier MS VoE classes.
Try my newest blogs for insights into Managed Providers alternatives for MSPs
Try 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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