Computacenter Shares Insights and Finest Practices on the Platform that Supplies an Distinctive Buyer Expertise
After a lot anticipation, we’ve launched Cisco’s Companion Expertise (PX) Cloud in Normal Availability (GA) worldwide! Beginning 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 associate’s version of the purchasers’ CX Cloud, the PX Cloud, is companions’ digital gateway to real-time information 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’ information and faucet into a set of APIs for predictive telemetry insights and far more, multi function place.
However what do all these options and capabilities do for companions, their organizations, and prospects? Study firsthand from Cisco’s associate Computacenter, an early adopter of the PX Cloud, who used its APIs and analytics to boost correct account intelligence and enhance buyer engagements all through the lifecycle.
At present, I’m thrilled to speak with Julie Greene, Cisco Enterprise Growth Director at Computacenter. A robust buyer success advocate, Julie is an professional IT trade veteran who has been on the forefront of Computacenter’s CX transformation journey to share greatest 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 Companion Summit in 2020 and the way the whole viewers was enthralled by its potential. My workforce and I at Computacenter couldn’t be extra excited to see all this potential turning into a actuality now that PX Cloud is mostly out there.
Denzil: Sure, and at Companion Summit 2022 we mentioned PX Cloud could be GA in March 2023 and we delivered on that dedication! We’re tremendous happy with that. Earlier than we get into your expertise with PX Cloud, what has motivated you to construct a CX observe at Computacenter?
Julie: Cisco has been a part of my skilled journey for the previous twenty years. I began my profession at a Cisco associate firm and continued this path whereas experimenting with completely different roles and areas of the enterprise. It’s been fairly a trip!
Some of the notable modifications I’ve seen at Cisco was its service portfolio’s evolution over the previous few years. From amassing {hardware} information for break-fix functions to completely embracing the facility of APIs, digital platforms, and insights into the purchasers’ IT atmosphere, we’ve come an extended technique to ship our prospects the proactive and predictive assist they want. Let me inform you once we began our journey in CX and why.
Seven years in the past, my workforce and I at Computacenter created a CX observe within the US known as Guarantee. We had two important goals with Guarantee: first, implement a gross sales movement the place our buyer success managers, gross sales, and options architect labored collectively to assist the client 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 information. And that’s the place Cisco is available in with the APIs, telemetry information, insights, and analytics by means of PX Cloud.
Denzil: Inform us extra concerning the position of Guarantee within the Computacenter’s buyer success observe and the way Cisco CX matches on this mannequin.
Julie: We now have a mature buyer success observe at Computacenter US. Our groups and prospects have welcomed and positively adopted the Guarantee program’s methodology and premise, a lot in order that we moved our observe to Europe early this yr, which may be very thrilling for all of us.
In a nutshell, ASSURE focuses on 5 important touchpoints of the lifecycle: Adoption, Providers, Software program, Utilization, Renewal, and Evolvement. We work onerous to precisely determine and monitor our put in base information all through this course of.
As soon as we mapped this information, discovering out easy methods to ship and make it easy for our inner groups to devour and make the most of was a giant problem. To turn out to be agile, we needed to reduce down on the executive burden of capturing and analyzing the information from a number of sources and instruments.
We solved this ache level by simplifying the entry to information and insights by means of a single platform, the Computacenter’s Lifecycle Providers & Asset Intelligence Portal. At present, we’ve 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 information, but it surely additionally accelerated the decision-making of our workforce to interact the purchasers with the correct provide on the proper time.
Denzil: That’s phenomenal, Julie. I agree that information should 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 client lifecycle?
Julie: Moreover the APIs, the PX Cloud allows us to create and publish our branded gives to our prospects into their CX Cloud. We now have developed technical workshops, assessments, and providers that showcase our Companion Lifecycle Accelerators in a number of architectures. These distinctive options are positioned within the completely different levels of the lifecycle, from adoption to renewal. As prospects look to upskill and study new insights and greatest practices, that includes our professional providers on CX Cloud has been an enormous game-changer.
Denzil: What could be the important thing outcomes your workforce has achieved by means of the CX observe? And might you inform us how the purchasers profit from this strategy?
Julie: The primary constructive modifications to our CX observe entail three issues. One: how our groups collaborate, innovate, suppose, and act extra strategically and deliberately with the purchasers’ lifecycle in thoughts.
Two, we’re getting higher at enhancing information accuracy and timeliness daily. With the assistance of superior APIs, AI, and machine studying, we are able to ship true proactive and predictive answer assist spanning the purchasers’ 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.
Throughout the CX observe, we assist our prospects to avoid wasting prices, cut back downtime, and speed up time to worth, amongst different outcomes. Extra importantly, we wish 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 amazing transformation journey for us and the whole IT channel ecosystem. Change is tough, however when you persist by means of – and study from – the failures and challenges alongside the best way, I guarantee you (no pun meant!) that your efforts will repay.
I additionally wish to plug your fabulous new CX Companion Views Podcast I used to be lucky to be a visitor on and share extra insights on Episode 2 – “Computacenter Drives Buyer Outcomes with Cisco CX. Lastly, I extremely encourage companions to leverage the facility of telemetry, insights, and analytics and use them to their benefit. Be sure to profit from platforms like PX Cloud to ship an distinctive buyer expertise!
Prepare for PX Cloud:
- Companions who resell a Success Tracks contract to prospects will routinely be onboarded to PX Cloud
- Entry PX Cloud
- Request buyer’s approval to entry their CX Cloud information
Go to Cisco’s PX Cloud SuccessHub for extra data and as at all times, try SuccessHub
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