Cisco Systems India Pvt.Ltd - SolstICe

Name of Organization / Company: Cisco Systems India Pvt.Ltd., Bangalore, Karnataka, India
Category: Award for the Innovative Use of Technology in Customer Service > Telecommunications Industries

Entry Title: SolstICe- Digitization of Intellectual Capital (IC)

Essay:

SolstICe (Intellectual Capital Digitization) is a Cisco Customer Experience (CX) Initiative, aimed to define and implement scalable Intellectual capital (IC) digitalization lifecycle framework to enable and increase pro- active customer experience by implementing new levels of innovation in our products and services, which will drive the realization of value through increased internal adoption and consumption of relevant and reliable Digitized IC within CX Delivery.

Challenge & Opportunity:

We at Cisco CX Delivery (Technical Support) an organiz ation that creates an annual revenue of $8B and centers spread across multiple locations to give our customers a truly global support at 24 x 7 basis. We work with about 2.5 million customer cases annually spreading across various complex technologies and products. Trouble shooting of a customer issue and associating it to known defects is extremely difficult, laborious and a timeconsuming effort. Even to identify the known defect for some cases it took up to 19 days.

This is a huge challenge and hence an opportunity to come up with various innovative efforts which helps not only our customers but also our engineers to solve customers’ their issues efficiently and quickly. This is achieved for both reactively and pro- actively.

Action Taken:

We at Cisco CX developed tools that can help digitaliz e Intellectual Capital (IC) which is to convert the knowledge base articles or information into a machine- consumable format in order to make it more broadly available internally and externally for our customers, partners, internal users or machines.

We took customer facing defects (CFD), Field Notices, & Product Security Incident Response (PSIRTs) to digitize which can help to isolate & identify issue quickly and efficiently. We also described the behaviour and digitized those behaviours as a Bug signature/Digital Signature that is stored in a repository for other consumption With this IC Digitization framework the art of trouble shooting is elevated while dramatically reducing the time to resolve from months to minutes

Results /Impacts/Outcome :

-5466 Intellectual Capital is been externalised and available to customers resulting in $500 (USD) cost saving per service request and18% of the service requests resolved without involving Cisco TAC.
-With IC Digitization we were able to to reduce our Mean time for final resolution (MTFR) from 26 days to 14 days
-We were able to improve our Net Promotor Score (NPS) by 7 points (i.e) from 70 to 77