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

Cut 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 searching for options and outcomes fairly than simply merchandise or expertise. As extra clients transition in the direction of managed companies choices, better effectivity and seamless help develop into important for Managed Providers Suppliers (MSPs), particularly in dealing with buyer help 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 help tickets. By streamlining help workflows and integrating seamlessly with associate help platforms, Cisco Sensible Bonding considerably enhances the general MSP expertise by boosting effectivity, lowering decision instances, and bettering collaboration inside and between help groups. Moreover, it serves as a foundational prerequisite for superior help choices, akin to Accomplice Superior Help (PAS).

With Cisco Sensible 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 Sensible Bonding?

Cisco Sensible Bonding synchronizes an MSP’s help ticketing system with Cisco’s Technical Help Heart (TAC) system, often called 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: Routinely creates circumstances in each techniques, eliminating the necessity for handbook entry into two techniques.
• Full Lifecycle Synchronization: Displays all updates, standing adjustments, and notes in real-time throughout each techniques.
• Immediate File Sharing: Shares diagnostic information and different attachments immediately, facilitating quicker troubleshooting.
• Superior Routing Algorithms: For companions who additionally buy PAS, sensible bonded tickets are routed based mostly on expertise, talent set, time zone, and language, thereby lowering the time spent on possession transfers and guaranteeing tickets get to the best group quicker.
• Wider Scope per Ticket: Permits sensible 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 many years of expertise troubleshooting community points, which embody:
  • RAD Equipment: Python scripts that auto-check linked gadgets for quicker identification of root causes. PAS clients obtain skilled walkthroughs, with directions and help on the right way to maximize RAD Equipment.
  • 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 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 handbook knowledge entry and reduces the chance of errors. This permits engineers to deal with resolving points fairly than administrative duties, streamlining operations and releasing up invaluable sources.
• Quicker Decision Instances: With real-time updates and on the spot file sharing, the imply time to decision (MTTR) might be diminished by 36%-45%. This implies points are resolved quicker, resulting in extra glad 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 Sensible Bonding, MSPs may lay the groundwork for delivering even higher-level managed companies choices to their clients. Past enhancing primary help capabilities, the combination permits MSPs to supply extra complete help companies like PAS, permitting MSPs to drive better 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 help workflows:

• Eliminates Swivel Chair Operations: Engineers not must manually replace circumstances in a number of techniques, lowering course of waste and releasing up invaluable 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 quicker. 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 boost help capabilities. The mixing helps platforms akin to ServiceNow, with a devoted utility obtainable within the ServiceNow App Retailer that automates customary 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 provides a number of onboarding choices: self-onboarding for normal configurations, an utility module for ServiceNow customers, with the choice to leverage Cisco Superior Providers 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

Prospects are more and more counting on associate managed companies to realize enterprise outcomes at a decrease value. With Cisco Sensible 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 quicker concern decision, greater 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 Sensible Bonding is a program/instrument price leveraging.  The truth that the Cisco Sensible Bonding program/instrument is complimentary for Cisco companions, makes it much more compelling to undertake!

Interact your Cisco Account Govt or Gross sales Enterprise Growth Supervisor to get began on a Sensible Bonding engagement!

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Extra sources

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

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

Take a look at the Self-Onboarding Information on Cisco DevNet and the Accomplice Information: Sensible Bonding Entitlement. Rework your help operations as we speak with Cisco Sensible Bonding!

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