Case Study
Cisco use eServeCloud to consolidate & Expand Operational Efficiencies.
About CISCO
CISCO mainly focus in three main categories: big companies, internet providers, and MSMEs businesses. It was founded in 1984 which deals with Internet of things (IoT), domain security, videoconferencing, and energy management.
Sector
IT, IoT, Domain Security, Video Conferencing & Energy management.
Number of Seats
700+
Days with eServeCloud
1900 Days
Resolved Ticket
250K to 320K Ticket was resolved by their customer support team of all the different - different department like HR, Cusotmer Support & IT.
Total Employees Served
200,000
Avg. Connection time to Agent
30-90 ms
Cisco, a big player in global networking, cloud, and cybersecurity, tackles challenges in these areas for its customers. Within Cisco, various teams use eServeCloud to make their everyday tasks smoother, whether it’s in sales, services, or engineering and design.
Collaborative Customer Support
Transitioning from Isolated to Collaborative Customer Support
To make things work better internally, Cisco realized they needed a fresh approach. Before, they didn’t have a single system to manage tasks. They used a mix of emails, Excel sheets, and service desk software for requests and problem-solving. But this system depended a lot on individuals knowing specific things, causing problems.
Eventually, this led to bad customer service and unhappy customers.
Critical events and tickets faced delays without a clear escalation process. Management had limited visibility into the status of service tickets, causing challenges.
Andy
(Cisco, Customer Success Director – NA)
The Benefits
eServeCloud made their customer support team's jobs much easier & faster. The product helped them to set up clear agreements (SLAs) about the customer issues. It helps them to improve their customer support by 95% now with the using of AI they can quickly answer the customer questions
Improve Efficiency and Productivity
Imagine a tech learning experience that recommends content just for you.
Rerouting to the right team
Auto Transfer ticket to the right team.
Enhanced Visibility
Ensuring no request goes unnoticed.
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