Computacenter Shares Insights and Greatest Practices on the Platform that Supplies an Distinctive Buyer Expertise
After a lot anticipation, now we have launched Cisco’s Companion Expertise (PX) Cloud in Common Availability (GA) worldwide! Beginning this week, Cisco companions that resell Success Tracks will now get automated entry to the PX Cloud platform, the Cisco CX single pane of glass, to handle clients’ lifecycles.
The companion’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 way more, multi function place.
However what do all these options and capabilities do for companions, their organizations, and clients? Study firsthand from Cisco’s companion Computacenter, an early adopter of the PX Cloud, who used its APIs and analytics to reinforce correct account intelligence and enhance buyer engagements all through the lifecycle.
In the present day, I’m thrilled to speak with Julie Greene, Cisco Enterprise Improvement Director at Computacenter. A powerful buyer success advocate, Julie is an skilled IT trade 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 your complete viewers was enthralled by its potential. My workforce and I at Computacenter couldn’t be extra excited to see all this potential changing into a actuality now that PX Cloud is usually out there.
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 observe at Computacenter?
Julie: Cisco has been a part of my skilled journey for the previous 20 years. I began my profession at a Cisco companion firm and continued this path whereas experimenting with completely different roles and areas of the enterprise. It’s been fairly a experience!
One of the vital notable modifications I’ve seen at Cisco was its service portfolio’s evolution over the previous few years. From gathering {hardware} knowledge for break-fix functions to completely embracing the ability of APIs, digital platforms, and insights into the shoppers’ IT atmosphere, now we have come a protracted technique to ship our clients the proactive and predictive help they want. Let me inform you once we began our journey in CX and why.
Seven years in the past, my workforce and I at Computacenter created a CX observe within the US referred to as Guarantee. We had two important targets 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 rare cultural shift for us.
Second, we needed 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 observe and the way Cisco CX suits on this mannequin.
Julie: We have now a mature buyer success observe 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 observe to Europe early this 12 months, which may be very thrilling for all of us.
In a nutshell, ASSURE focuses on 5 important touchpoints of the lifecycle: Adoption, Providers, Software program, Utilization, Renewal, and Evolvement. We work arduous to precisely determine and monitor our put in base knowledge all through this course of.
As soon as we mapped this knowledge, discovering out how one can ship and make it easy for our inner groups to eat and make the most of was a giant problem. To grow 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. In the present day, now we have 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 precise provide 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: Apart from the APIs, the PX Cloud permits us to create and publish our branded affords to our clients into their CX Cloud. We have now developed technical workshops, assessments, and providers 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 be taught new insights and greatest practices, that includes our skilled providers 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 observe? And may you inform us how the shoppers profit from this strategy?
Julie: The principle constructive modifications to our CX observe 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 day by day. With the assistance of superior APIs, AI, and machine studying, we are able to ship true proactive and predictive answer help spanning the shoppers’ total IT atmosphere 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 observe, we help our clients to save lots of prices, cut back downtime, and speed up time to worth, amongst different outcomes. Extra importantly, we wish to allow our clients to offer a superb buyer expertise themselves – for instance, a hospital bettering 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 incredible transformation journey for us and your complete IT channel ecosystem. Change is difficult, however if you happen to persist by means of – and be taught from – the failures and challenges alongside the way in which, I guarantee you (no pun meant!) 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 ability of telemetry, insights, and analytics and use them to their benefit. Ensure you take advantage of 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 all the time, try SuccessHub
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