Cisco Good Bonding for MSPs: Improve Buyer Expertise and Streamline Help Workflows

Cut 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 clients looking for options and outcomes fairly than simply merchandise or expertise. As extra clients transition in direction of managed providers choices, higher effectivity and seamless help turn into important for Managed Companies Suppliers (MSPs), particularly in dealing with buyer help calls that require fast and efficient decision.

Adopting Cisco Good Bonding is a game-changing answer designed to optimize how Managed Service Suppliers (MSPs) handle and resolve Cisco-related incidents and help tickets. By streamlining help workflows and integrating seamlessly with associate help platforms, Cisco Good Bonding considerably enhances the general MSP expertise by boosting effectivity, lowering decision instances, and enhancing collaboration inside and between help groups. Moreover, it serves as a foundational prerequisite for superior help choices, akin to Associate Superior Help (PAS).

With Cisco Good Bonding, MSPs can streamline help operations, cut back decision instances, improve collaboration inside and between help groups, in the end resulting in improved buyer satisfaction.

What’s Cisco Good Bonding?

Cisco Good Bonding synchronizes an MSP’s help ticketing system with Cisco’s Technical Help Middle (TAC) system, generally known as CSOne. This integration ensures a clear, well timed, and automatic syncing of all case info between the 2 programs. Key advantages embrace:

• Automated Case Creation and Entitlement: Robotically creates circumstances in each programs, eliminating the necessity for guide entry into two programs.
• Full Lifecycle Synchronization: Displays all updates, standing modifications, and notes in real-time throughout each programs.
• Instantaneous File Sharing: Shares diagnostic information and different attachments immediately, facilitating sooner troubleshooting.
• Superior Routing Algorithms: For companions who additionally buy PAS, good bonded tickets are routed primarily based on expertise, talent set, time zone, and language, thereby lowering the time spent on possession transfers and guaranteeing tickets get to the appropriate group sooner.
• Wider Scope per Ticket: Permits good bonded PAS tickets to embody points exterior of the unique scope, eliminating the necessity to create new tickets.
• Enhanced Entry to Cisco’s TAC Instruments: Cisco TAC instruments, impressed by a long time of expertise troubleshooting community points, which embrace:
  • RAD Package: Python scripts that auto-check related units for sooner identification of root causes. PAS clients obtain professional walkthroughs, with directions and help on maximize RAD Package.
  • Automated RCA: A chance for PAS clients to take part within the Automated RCA pilot, which leverages AI to robotically 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 guide information entry and reduces the danger of errors. This enables engineers to give attention to resolving points fairly than administrative duties, streamlining operations and liberating up worthwhile sources.
• Sooner Decision Instances: With real-time updates and prompt file sharing, the imply time to decision (MTTR) will be lowered by 36%-45%. This implies points are resolved sooner, resulting in extra happy clients and a extra responsive help expertise.
• Improved Collaboration: The seamless integration fosters higher collaboration between the MSP and Cisco’s help groups, guaranteeing that each events have full visibility into the case particulars. This improved collaboration accelerates problem-solving and enhances the general help course of.

By establishing a seamless and environment friendly help workflow by means of Cisco Good Bonding, MSPs may also lay the groundwork for delivering even higher-level managed providers choices to their clients. Past enhancing fundamental help capabilities, the combination allows MSPs to supply extra complete help providers like PAS, permitting MSPs to drive higher worth for his or her clients.

How Cisco Good Bonding Improves MSP Help Workflows

Cisco Good Bonding addresses a number of inefficiencies generally present in conventional help workflows:

• Eliminates Swivel Chair Operations: Engineers not must manually replace circumstances in a number of programs, lowering course of waste and liberating up worthwhile time.

Cisco Good Bonding accelerates engineer collaboration by offering a single supply of reality, enabling engineers from each the MSP and Cisco to work collectively extra successfully and resolve issues sooner. Moreover, it considerably reduces case possession time by 20%-54%, permitting MSPs to deal with extra circumstances with the identical sources.

Integration with ITSM platforms

Integrating Cisco Good Bonding with associate ITSM programs is a streamlined course of designed to reinforce help capabilities. The mixing helps platforms akin to ServiceNow, with a devoted utility out there within the ServiceNow App Retailer that automates customary connectivity and workflow configuration.

For different ITSM programs, integration is facilitated by means of Cisco’s APIs, supporting SOAP/XML and REST/JSON protocols. The mixing course of gives a number of onboarding choices: self-onboarding for traditional configurations, an utility module for ServiceNow customers, with the choice to leverage Cisco Superior Companies for personalized setups.

Self-onboarding includes configuring the ITSM system utilizing supplied documentation and check scripts, whereas the applying module simplifies the method with pre-built configurations.

Driving Efficiencies and Optimistic Outcomes

Clients are more and more counting on associate managed providers to attain enterprise outcomes at a decrease value. With Cisco Good Bonding, help workflows are vastly improved by accelerating help engineer collaboration and lowering MTTR by as much as 45%. For a typical MSP, this interprets to sooner situation decision, larger buyer satisfaction, and extra environment friendly use of sources; in the end driving higher service supply and operational value financial savings. In the event you’re an MSP seeking to improve your help capabilities involving Cisco merchandise and Cisco TAC, Cisco Good Bonding is a program/instrument price 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 Improvement Supervisor to get began on a Good Bonding engagement!

Register for the upcoming session to study extra:

Extra sources

Go to the Cisco Associate Managed Companies web page on SalesConnect for recordings of earlier MS VoE classes.

Try my newest blogs for insights into Managed Companies alternatives for MSPs

Try the Self-Onboarding Information on Cisco DevNet and the Associate Information: Good Bonding Entitlement. Rework your help operations right this moment with Cisco Good Bonding!

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