Cisco Systems, Inc. Empowering Channel Partners Electronically

Buy now

Cisco Systems, Inc. Empowering Channel Partners Electronically

$795.00

Research Abstract

ITSMA Best Practice Case Study: Sales Effectiveness is provided to ITSMA Sales Effectiveness subscribers as part of their annual program.
Cisco Systems, Inc.,™ is well known for its commitment to providing superior support to its channel partners and end customers. Cisco, with its Cisco Connection On-line (a Web-based technical support tool) and Technical Assistance Center (technical phone support and escalation for customers and resellers), set the precedence in use of the Internet to market, sell, and deliver information technology services and support.
Now the latest version of Cisco Service Contract Center (SCC) is breaking new ground in the emerging arena for partner relationship management (PRM) systems. SCC was developed to support Cisco channel partners, resellers, and largest end-user customers with selling and managing service contracts. The SCC tools were designed to empower Cisco’s partners to increase sales through effective contract management, simultaneously serving customers more efficiently. SCC provides the infrastructure that enables Cisco partners to better manage the life cycle of their services businesses, including opportunity identification, quote generation, relationship management, and renewal.
This Sales Effectiveness Case Study reveals how Cisco developed and implemented SCC. SCC has increased Cisco services capabilities and in return has earned the company more loyal and satisfied end customers and channel partners. ITSMA believes that the addition of SCC to Cisco’s other online resources provides a “total solution” to both Cisco end users and channel partners, from initial order placement and the provision of online customer support to the renewal of service contracts and cross-selling and up-selling opportunities. In 1999, ITSMA’s distinguished panel of judges voted Cisco SCC best in class for ITSMA’s Services Marketing Excellence Awards (SME), in the category of Sales Effectiveness, highlighting the program’s unequivocal business benefits supported by impressive metrics.