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

Scale back MTTR by as much as 45% and create a base for superior companies with Cisco Sensible Bonding

The worldwide marketplace for managed companies round Cisco merchandise is projected to succeed in $161 billion by 2027, pushed by clients in search of options and outcomes fairly than simply merchandise or expertise. As extra clients transition in direction of managed companies choices, larger effectivity and seamless assist change into important for Managed Companies Suppliers (MSPs), particularly in dealing with buyer assist calls that require fast and efficient decision.

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

With Cisco Sensible Bonding, MSPs can streamline assist operations, cut back decision instances, improve collaboration inside and between assist groups, finally resulting in improved buyer satisfaction.

What’s Cisco Sensible Bonding?

Cisco Sensible Bonding synchronizes an MSP’s assist 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 data between the 2 techniques. Key advantages embody:

• Automated Case Creation and Entitlement: Robotically creates circumstances in each techniques, eliminating the necessity for guide entry into two techniques.
• Full Lifecycle Synchronization: Displays all updates, standing modifications, and notes in real-time throughout each techniques.
• Immediate File Sharing: Shares diagnostic recordsdata and different attachments immediately, facilitating sooner troubleshooting.
• Superior Routing Algorithms: For companions who additionally buy PAS, sensible bonded tickets are routed based mostly on expertise, ability set, time zone, and language, thereby lowering the time spent on possession transfers and guaranteeing tickets get to the fitting staff sooner.
• Wider Scope per Ticket: Permits sensible bonded PAS tickets to embody points outdoors of the unique scope, eliminating the necessity to create new tickets.
• Enhanced Entry to Cisco’s TAC Instruments: Cisco TAC instruments, impressed by many years of expertise troubleshooting community points, which embody:
  • RAD Package: Python scripts that auto-check linked units for sooner identification of root causes. PAS clients obtain knowledgeable walkthroughs, with directions and assist on how you can maximize RAD Package.
  • Automated RCA: A possibility for PAS clients to take part within the Automated RCA pilot, which leverages AI to mechanically formulate an incident’s root trigger evaluation.

Why MSPs Ought to Undertake Cisco Sensible Bonding

For MSPs, adopting Cisco Sensible Bonding isn’t just a technological improve; it’s a strategic transfer that may improve service supply, improve buyer satisfaction, and differentiate their managed options in a aggressive market. Right here’s why:

• Enhanced Effectivity: By automating the synchronization of case data, Sensible Bonding eliminates the necessity for guide information entry and reduces the chance of errors. This permits engineers to give attention to resolving points fairly than administrative duties, streamlining operations and releasing up useful sources.
• Sooner Decision Occasions: With real-time updates and instantaneous file sharing, the imply time to decision (MTTR) might be decreased by 36%-45%. This implies points are resolved sooner, resulting in extra glad clients and a extra responsive assist expertise.
• Improved Collaboration: The seamless integration fosters higher collaboration between the MSP and Cisco’s assist groups, guaranteeing that each events have full visibility into the case particulars. This improved collaboration accelerates problem-solving and enhances the general assist course of.

By establishing a seamless and environment friendly assist workflow by means of Cisco Sensible Bonding, MSPs can even lay the groundwork for delivering even higher-level managed companies choices to their clients. Past enhancing fundamental assist capabilities, the mixing permits MSPs to supply extra complete assist companies like PAS, permitting MSPs to drive larger worth for his or her clients.

How Cisco Sensible Bonding Improves MSP Help Workflows

Cisco Sensible Bonding addresses a number of inefficiencies generally present in conventional assist workflows:

• Eliminates Swivel Chair Operations: Engineers now not have to manually replace circumstances in a number of techniques, lowering course of waste and releasing up useful time.

Cisco Sensible 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 Sensible Bonding with associate ITSM techniques is a streamlined course of designed to reinforce assist capabilities. The mixing helps platforms resembling ServiceNow, with a devoted utility accessible within the ServiceNow App Retailer that automates commonplace connectivity and workflow configuration.

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

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

Driving Efficiencies and Optimistic Outcomes

Prospects are more and more counting on associate managed companies to attain enterprise outcomes at a decrease price. With Cisco Sensible Bonding, assist workflows are vastly improved by accelerating assist engineer collaboration and lowering MTTR by as much as 45%. For a typical MSP, this interprets to sooner problem decision, increased buyer satisfaction, and extra environment friendly use of sources; finally driving higher service supply and operational price financial savings. For those who’re an MSP seeking to improve your assist capabilities involving Cisco merchandise and Cisco TAC, Cisco Sensible Bonding is a program/device price leveraging.  The truth that the Cisco Sensible Bonding program/device is complimentary for Cisco companions, makes it much more compelling to undertake!

Have interaction your Cisco Account Government or Gross sales Enterprise Growth Supervisor to get began on a Sensible Bonding engagement!

Register for the upcoming session to be taught extra:

Further sources

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

Take a look at my newest blogs for insights into Managed Companies alternatives for MSPs

Take a look at the Self-Onboarding Information on Cisco DevNet and the Accomplice Information: Sensible Bonding Entitlement. Rework your assist operations in the present day with Cisco Sensible Bonding!

We’d love to listen to what you assume. Ask a Query, Remark Under, and Keep Linked with #CiscoPartners on social!

Cisco Companions Fb  |  @CiscoPartners X/Twitter  |  Cisco Companions LinkedIn

Share: