Computacenter Shares Insights and Best Practices on the Platform that Provides an Exceptional Customer Experience
After a lot anticipation, we’ve got launched Cisco’s Partner Experience (PX) Cloud in General Availability (GA) worldwide! Starting 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 prospects’ 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 assist. Now, companions get 360-degree visibility of their Success Tracks prospects’ knowledge and faucet into a set of APIs for predictive telemetry insights and rather more, multi function place.
But what do all these options and capabilities do for companions, their organizations, and prospects? Learn 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.
Today, I’m thrilled to speak with Julie Greene, Cisco Business Development Director at Computacenter. A powerful buyer success advocate, Julie is an knowledgeable IT trade veteran who has been on the forefront of Computacenter’s CX transformation journey to share finest 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 Partner Summit in 2020 and the way the whole viewers was enthralled by its potential. My staff and I at Computacenter couldn’t be extra excited to see all this potential turning into a actuality now that PX Cloud is usually accessible.
Denzil: Yes, and at Partner Summit 2022 we mentioned PX Cloud could be GA in March 2023 and we delivered on that dedication! We are tremendous happy with that. Before 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 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 essentially the most notable adjustments 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 facility of APIs, digital platforms, and insights into the shoppers’ IT atmosphere, we’ve got come an extended approach to ship our prospects the proactive and predictive assist they want. Let me inform you after we began our journey in CX and why.
Seven years in the past, my staff and I at Computacenter created a CX follow within the US known as Assure. We had two principal goals with Assure: first, implement a gross sales movement the place our buyer success managers, gross sales, and options architect labored collectively to assist the shopper all through their lifecycle. It was a unprecedented cultural shift for us.
Second, we wished 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: Tell us extra concerning the position of Assure within the Computacenter’s buyer success follow and the way Cisco CX matches on this mannequin.
Julie: We have a mature buyer success follow at Computacenter US. Our groups and prospects have welcomed and positively adopted the Assure 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 principal touchpoints of the lifecycle: Adoption, Services, Software, Utilization, Renewal, and Evolvement. We work laborious to precisely determine and observe our put in base knowledge all through this course of.
Once we mapped this knowledge, discovering out the way to 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 info 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 Services & Asset Intelligence Portal. Today, we’ve got 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, but it surely additionally accelerated the decision-making of our staff to have interaction the shoppers with the precise supply on the proper time.
Denzil: That is 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 shopper lifecycle?
Julie: Besides the APIs, the PX Cloud allows us to create and publish our branded gives to our prospects into their CX Cloud. We have developed technical workshops, assessments, and providers that showcase our Partner 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 prospects look to upskill and be taught new insights and finest practices, that includes our knowledgeable providers on CX Cloud has been an enormous game-changer.
Denzil: What could be the important thing outcomes your staff has achieved by means of the CX follow? And are you able to inform us how the shoppers profit from this strategy?
Julie: The principal optimistic adjustments 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 daily. With the assistance of superior APIs, AI, and machine studying, we are able to ship true proactive and predictive resolution assist spanning the shoppers’ complete IT atmosphere in a programmatic and scalable method.
Three, and it’s a wonderful segue to answering your second query, it’s about deepening our prospects’ relationships, constructing loyalty and belief, and serving to them obtain their outcomes.
Within the CX follow, we assist our prospects to save lots of prices, cut back downtime, and speed up time to worth, amongst different outcomes. More importantly, we need to allow our prospects 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 the whole IT channel ecosystem. Change is difficult, however in the event you persist by means of – and be taught 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 Partner Perspectives Podcast I used to be lucky to be a visitor on and share extra insights on Episode 2 – “Computacenter Drives Customer Outcomes with Cisco CX. Lastly, I extremely encourage companions to leverage the facility of telemetry, insights, and analytics and use them to their benefit. Make positive you profit from platforms like PX Cloud to ship an distinctive buyer expertise!
Get prepared for PX Cloud:
- Partners who resell a Success Tracks contract to prospects will robotically be onboarded to PX Cloud
- Access PX Cloud
- Request buyer’s approval to entry their CX Cloud knowledge
Visit Cisco’s PX Cloud SuccessHub for extra info and as all the time, try SuccessHub
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