Computacenter Shares Insights and Greatest Practices on the Platform that Supplies an Distinctive Buyer Expertise
After a lot anticipation, we’ve got launched Cisco’s Companion Expertise (PX) Cloud in Common Availability (GA) worldwide! Beginning this week, Cisco companions that resell Success Tracks will now get computerized entry to the PX Cloud platform, the Cisco CX single pane of glass, to handle clients’ lifecycles.
The accomplice’s version of the shoppers’ CX Cloud, the PX Cloud, is companions’ digital gateway to real-time knowledge and analytics, service creation, monetization alternatives, and insights for best-in-class proactive help. Now, companions get 360-degree visibility of their Success Tracks clients’ knowledge and faucet into a set of APIs for predictive telemetry insights and far more, multi function place.
However what do all these options and capabilities do for companions, their organizations, and clients? Study firsthand from Cisco’s accomplice Computacenter, an early adopter of the PX Cloud, who used its APIs and analytics to boost correct account intelligence and enhance buyer engagements all through the lifecycle.
As we speak, I’m thrilled to speak with Julie Greene, Cisco Enterprise Improvement Director at Computacenter. A powerful buyer success advocate, Julie is an knowledgeable IT business veteran who has been on the forefront of Computacenter’s CX transformation journey to share greatest practices, classes, and recommendation:
Denzil: Julie, let’s get began – how did you hear about PX Cloud?
Julie: I keep in mind when Cisco first introduced the PX Cloud at Companion Summit in 2020 and the way the whole viewers was enthralled by its potential. My workforce and I at Computacenter couldn’t be extra excited to see all this potential turning into a actuality now that PX Cloud is mostly accessible.
Denzil: Sure, and at Companion Summit 2022 we mentioned PX Cloud can be GA in March 2023 and we delivered on that dedication! We’re tremendous pleased with that. Earlier than we get into your expertise with PX Cloud, what has motivated you to construct a CX apply at Computacenter?
Julie: Cisco has been a part of my skilled journey for the previous twenty years. I began my profession at a Cisco accomplice firm and continued this path whereas experimenting with completely different roles and areas of the enterprise. It’s been fairly a trip!
One of the notable adjustments I’ve seen at Cisco was its service portfolio’s evolution over the previous few years. From amassing {hardware} knowledge for break-fix functions to totally embracing the facility of APIs, digital platforms, and insights into the shoppers’ IT setting, we’ve got come a protracted solution to ship our clients the proactive and predictive help they want. Let me let you know once we began our journey in CX and why.
Seven years in the past, my workforce and I at Computacenter created a CX apply within the US known as Guarantee. We had two fundamental goals with Guarantee: first, implement a gross sales movement the place our buyer success managers, gross sales, and options architect labored collectively to help the shopper all through their lifecycle. It was a unprecedented cultural shift for us.
Second, we wished to allow our groups to simply entry well timed and correct account intelligence knowledge. And that’s the place Cisco is available in with the APIs, telemetry knowledge, insights, and analytics by means of PX Cloud.
Denzil: Inform us extra in regards to the function of Guarantee within the Computacenter’s buyer success apply and the way Cisco CX matches on this mannequin.
Julie: We’ve got a mature buyer success apply at Computacenter US. Our groups and clients have welcomed and positively adopted the Guarantee program’s methodology and premise, a lot in order that we moved our apply to Europe early this 12 months, which may be very thrilling for all of us.
In a nutshell, ASSURE focuses on 5 fundamental touchpoints of the lifecycle: Adoption, Providers, Software program, Utilization, Renewal, and Evolvement. We work arduous to precisely establish and observe our put in base knowledge all through this course of.
As soon as we mapped this knowledge, discovering out tips on how to ship and make it easy for our inside groups to eat and make the most of was a giant problem. To turn out to be agile, we needed to minimize down on the executive burden of capturing and analyzing the information from a number of sources and instruments.
We solved this ache level by simplifying the entry to knowledge and insights by means of a single platform, the Computacenter’s Lifecycle Providers & Asset Intelligence Portal. As we speak, we’ve got over 35 Cisco APIs in that portal together with Meraki APIs and consolidated 6 Cisco platforms into one. Not solely did it streamline the consumption of the information, nevertheless it additionally accelerated the decision-making of our workforce to have interaction the shoppers with the appropriate supply on the proper time.
Denzil: That’s phenomenal, Julie. I agree that knowledge should be well timed, correct, and, extra importantly, actionable. How are you utilizing the PX Cloud’s insights and analytics to drive motion within the context of the shopper lifecycle?
Julie: In addition to the APIs, the PX Cloud allows us to create and publish our branded gives to our clients into their CX Cloud. We’ve got developed technical workshops, assessments, and companies that showcase our Companion Lifecycle Accelerators in a number of architectures. These distinctive options are positioned within the completely different phases of the lifecycle, from adoption to renewal. As clients look to upskill and study new insights and greatest practices, that includes our knowledgeable companies on CX Cloud has been an enormous game-changer.
Denzil: What can be the important thing outcomes your workforce has achieved by means of the CX apply? And may you inform us how the shoppers profit from this strategy?
Julie: The principle optimistic adjustments to our CX apply entail three issues. One: how our groups collaborate, innovate, assume, and act extra strategically and deliberately with the shoppers’ lifecycle in thoughts.
Two, we’re getting higher at enhancing knowledge accuracy and timeliness daily. With the assistance of superior APIs, AI, and machine studying, we are able to ship true proactive and predictive answer help spanning the shoppers’ complete IT setting in a programmatic and scalable method.
Three, and it’s a superb segue to answering your second query, it’s about deepening our clients’ relationships, constructing loyalty and belief, and serving to them obtain their outcomes.
Throughout the CX apply, we help our clients to save lots of prices, scale back downtime, and speed up time to worth, amongst different outcomes. Extra importantly, we wish to allow our clients to supply a superb buyer expertise themselves – for instance, a hospital enhancing affected person care or a monetary financial institution securing its operations for its shoppers.
Denzil: I just like the use circumstances you talked about there, Julie. To wrap up, are you able to share the highest takeaways?
Julie: Adopting a CX mindset and methodology is an amazing transformation journey for us and the whole IT channel ecosystem. Change is tough, however when you persist by means of – and study from – the failures and challenges alongside the best way, I guarantee you (no pun supposed!) that your efforts will repay.
I additionally wish to plug your fabulous new CX Companion Views Podcast I used to be lucky to be a visitor on and share extra insights on Episode 2 – “Computacenter Drives Buyer Outcomes with Cisco CX. Lastly, I extremely encourage companions to leverage the facility of telemetry, insights, and analytics and use them to their benefit. Ensure you benefit from platforms like PX Cloud to ship an distinctive buyer expertise!
Prepare for PX Cloud:
- Companions who resell a Success Tracks contract to clients will robotically be onboarded to PX Cloud
- Entry PX Cloud
- Request buyer’s approval to entry their CX Cloud knowledge
Go to Cisco’s PX Cloud SuccessHub for extra info and as at all times, try SuccessHub
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