Virtual Sales Expertise
How Cisco Supports Virtual Access to
Technical Experts
A Cisco on Cisco Case Study: Inside Cisco IT
Cisco_IT_Case_Study © 2009 Cisco Systems, Inc. All rights reserved.
Cisco Public
1
Overview
ƒ Challenge
Sales specialists faced high demand with limited resources;
hard for salespeople to find the right technical experts
ƒ Solution
Cisco SOAR program to support new collaboration tools and
virtual access to experts
ƒ Results
Increased sales and productivity; higher satisfaction for
customers and employees
ƒ Next Steps
Launch SOAR program worldwide
Cisco_IT_Case_Study © 2009 Cisco Systems, Inc. All rights reserved.
Cisco Public
2
Challenge
High Demand, Limited Resources
ƒ Small number of technical sales
specialists support a large
number of salespeople
ƒ Specialists faced huge demand
with limited tools for their work
ƒ Difficult for salespeople to find
the right technical experts
ƒ Specialists needed ways to work
more efficiently and collaborate
easily
ƒ Cisco needed more in-depth
product expertise to meet
increasing competition
Cisco_IT_Case_Study © 2009 Cisco Systems, Inc. All rights reserved.
Cisco Public
3
Solution
Cisco SOAR Program
ƒ Self-help resources for
salespeople
ƒ Virtual access to sales
specialists and other technical
experts
ƒ Knowledge wiki and online
community expand specialist
resources
ƒ Expertise Locator with
presence information
ƒ Virtual demos serve multiple
customers
ƒ Online access to a customer
reference database
Cisco_IT_Case_Study © 2009 Cisco Systems, Inc. All rights reserved.
Cisco Public
4
Solution – SOAR Components
Coverage:
Region
Operations
Aligned
Specialist Resources
Account
Manager
AT
Systems
Engineer
Customer
Specialist
(SE)
Product
Specialist
PSS
Partner
Channel
Specialist
Area, Segment, or Theater Resources
Virtual Sub-Specialist Resources
Application
Specialist
Financial
Model Spec.
(ROI / TCO)
Application
Specialist
Sub
Application
Specialist
Application
Specialist
Sub
Application
Specialist
Emerging
Technology
AM, BDM
Business
Unit
Health
Finance
Retail
Specialist
Sales
Sales
Engageme
Engageme
ntntPortal
Portal
On Demand
Services
Rapid
Specialist
Response
Community
Team (TSN)
Self Help
Resources
End to End Focus
Solution Focus
Cisco_IT_Case_Study © 2009 Cisco Systems, Inc. All rights reserved.
Cisco Public
Application Focus
Technology Focus
ET
5
Solution – SOAR Components
Cisco SOAR WebsiteExpertise
–
Locater
Self Help and Presence
Online
Discussions
Cisco_IT_Case_Study © 2009 Cisco Systems, Inc. All rights reserved.
Cisco Public
6
Solution
Cisco Components
ƒ Cisco Unified Personal
Communicator
ƒ Cisco Unified Presence
platform
ƒ Cisco Unified Application
Environment
ƒ Cisco Virtual Office
ƒ Cisco TelePresence
ƒ Cisco WebEx Connect,
WebEx Meeting Center,
WebEx ACD
ƒ Cisco Unified Video
Advantage
Cisco_IT_Case_Study © 2009 Cisco Systems, Inc. All rights reserved.
Cisco Public
7
Results
Improved Sales and Satisfaction
ƒ Higher sales productivity
ƒ Accelerated revenues,
increased sales opportunities
ƒ Higher customer satisfaction
ƒ Improved work/life balance
for sales specialists
ƒ Better resources for sales
teams
ƒ Reduced travel expense
and environmental impact
Cisco_IT_Case_Study © 2009 Cisco Systems, Inc. All rights reserved.
Cisco Public
8
Next Steps
Global Rollout
ƒ Deploy in all sales
segments
and regions
ƒ Worldwide expertise
locator
ƒ Access to more experts
ƒ Adapt collaboration tools
and virtual resources for
other business processes
Cisco_IT_Case_Study © 2009 Cisco Systems, Inc. All rights reserved.
Cisco Public
9
For additional Cisco IT Case Studies on a variety of business solutions,
go to Cisco IT @ Work
www.cisco.com/go/ciscoitatwork
Cisco_IT_Case_Study © 2009 Cisco Systems, Inc. All rights reserved.
Cisco Public
10