Computacenter Shares Insights and Greatest Practices on the Platform that Gives an Distinctive Buyer Expertise
After a lot anticipation, we’ve launched Cisco’s Associate 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 associate’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 assist. 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 associate 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.
Right this moment, I’m thrilled to speak with Julie Greene, Cisco Enterprise Improvement Director at Computacenter. A robust buyer success advocate, Julie is an skilled 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 bear in mind when Cisco first introduced the PX Cloud at Associate Summit in 2020 and the way all the viewers was enthralled by its potential. My crew and I at Computacenter couldn’t be extra excited to see all this potential changing into a actuality now that PX Cloud is usually accessible.
[Denzil] Sure, and at Associate 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 follow at Computacenter?
[Julie] Cisco has been a part of my skilled journey for the previous twenty years. I began my profession at a Cisco associate firm and continued this path whereas experimenting with completely different roles and areas of the enterprise. It’s been fairly a journey!
One of the crucial notable modifications I’ve seen at Cisco was its service portfolio’s evolution over the previous few years. From accumulating {hardware} knowledge for break-fix functions to completely embracing the facility of APIs, digital platforms, and insights into the shoppers’ IT setting, we’ve come an extended technique to ship our clients the proactive and predictive assist they want. Let me let you know once we began our journey in CX and why.
Seven years in the past, my crew and I at Computacenter created a CX follow within the US known as Guarantee. We had two fundamental aims with Guarantee: first, implement a gross sales movement the place our buyer success managers, gross sales, and options architect labored collectively to assist the client 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 PX Cloud.
[Denzil] Inform us extra in regards to the position of Guarantee within the Computacenter’s buyer success follow and the way Cisco CX matches on this mannequin.
[Julie] We now have a mature buyer success follow 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 follow to Europe early this yr, 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 determine and observe our put in base knowledge all through this course of.
As soon as we mapped this knowledge, discovering out easy methods to ship and make it easy for our inside groups to eat and make the most of was an enormous problem. To develop into agile, we needed to lower down on the executive burden of capturing and analyzing the info from a number of sources and instruments.
We solved this ache level by simplifying the entry to knowledge and insights by a single platform, the Computacenter’s Lifecycle Providers & Asset Intelligence Portal. Right this moment, we’ve 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 info, nevertheless it additionally accelerated the decision-making of our crew to have interaction the shoppers with the correct provide on the proper time.
[Denzil] That’s phenomenal, Julie. I agree that knowledge have to 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 client lifecycle?
[Julie] In addition to the APIs, the PX Cloud permits us to create and publish our branded gives to our clients into their CX Cloud. We now have developed technical workshops, assessments, and companies that showcase our Associate Lifecycle Accelerators in a number of architectures. These distinctive options are positioned within the completely different levels of the lifecycle, from adoption to renewal. As clients look to upskill and study new insights and greatest practices, that includes our skilled companies on CX Cloud has been an enormous game-changer.
[Denzil] What can be the important thing outcomes your crew has achieved by the CX follow? And may you inform us how the shoppers profit from this strategy?
[Julie] The principle constructive modifications to our CX follow 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 each day. With the assistance of superior APIs, AI, and machine studying, we will ship true proactive and predictive answer assist spanning the shoppers’ complete IT setting in a programmatic and scalable method.
Three, and it’s a wonderful segue to answering your second query, it’s about deepening our clients’ relationships, constructing loyalty and belief, and serving to them obtain their outcomes.
Inside the CX follow, we assist our clients to avoid wasting prices, scale back downtime, and speed up time to worth, amongst different outcomes. Extra importantly, we need to allow our clients to offer a wonderful buyer expertise themselves – for instance, a hospital enhancing affected person care or a monetary financial institution securing its operations for its purchasers.
[Denzil] I just like the use instances 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 all the IT channel ecosystem. Change is tough, however in case you persist by – and study from – the failures and challenges alongside the best way, I guarantee you (no pun meant!) that your efforts will repay.
I additionally need to plug your fabulous new CX Associate 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. Be sure to profit 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 mechanically 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 data and as at all times, try SuccessHub
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