Cisco Systems, Inc.: Leading the Way in Delivering Electronic Support Services

  • Author(s) David Munn
  • Published October 1, 1995
  • 16 Pages
  • Category
  • Type Member Research
  • 16 Pages
  • .PDF Format
This Best Practice Case Study examines how Cisco Systems, Inc., the world’s largest provider of internetworking solutions, responded to the challenge of rapidly escalating call volumes for technical support by developing a highly successful, electronic support access tool called Cisco Information Online (CIO). Since CIO’s introduction in 1992, Cisco has experienced a rapid shift toward greater electronic access by customers to technical support information versus live phone calls into the company’s Technical Assistance Centers (TACs). As a result of providing support information electronically, Cisco has increased customer satisfaction levels, enhanced the overall value of the service it provides, and most significantly has saved approximately $35 million in support costs during 1995.
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