Cisco Sensible Bonding for MSPs: Improve Buyer Expertise and Streamline Assist Workflows

Cut back MTTR by as much as 45% and create a base for superior companies with Cisco Sensible Bonding

The worldwide marketplace for managed companies round Cisco merchandise is projected to succeed in $161 billion by 2027, pushed by clients looking for options and outcomes somewhat than simply merchandise or know-how. As extra clients transition in direction of managed companies choices, higher effectivity and seamless help develop into important for Managed Providers Suppliers (MSPs), particularly in dealing with buyer help calls that require fast and efficient decision.

Adopting Cisco Sensible Bonding is a game-changing answer designed to optimize how Managed Service Suppliers (MSPs) handle and resolve Cisco-related incidents and help tickets. By streamlining help workflows and integrating seamlessly with accomplice help platforms, Cisco Sensible Bonding considerably enhances the general MSP expertise by boosting effectivity, decreasing decision instances, and enhancing collaboration inside and between help groups. Moreover, it serves as a foundational prerequisite for superior help choices, equivalent to Companion Superior Assist (PAS).

With Cisco Sensible Bonding, MSPs can streamline help operations, scale back decision instances, improve collaboration inside and between help groups, finally resulting in improved buyer satisfaction.

What’s Cisco Sensible Bonding?

Cisco Sensible Bonding synchronizes an MSP’s help ticketing system with Cisco’s Technical Help Heart (TAC) system, often known as CSOne. This integration ensures a clear, well timed, and automatic syncing of all case info between the 2 methods. Key advantages embody:

• Automated Case Creation and Entitlement: Mechanically creates instances in each methods, eliminating the necessity for guide entry into two methods.
• Full Lifecycle Synchronization: Displays all updates, standing adjustments, and notes in real-time throughout each methods.
• Immediate File Sharing: Shares diagnostic information and different attachments immediately, facilitating quicker troubleshooting.
• Superior Routing Algorithms: For companions who additionally buy PAS, good bonded tickets are routed based mostly on know-how, talent set, time zone, and language, thereby decreasing the time spent on possession transfers and making certain tickets get to the fitting group quicker.
• Wider Scope per Ticket: Permits good bonded PAS tickets to embody points outdoors of the unique scope, eliminating the necessity to create new tickets.
• Enhanced Entry to Cisco’s TAC Instruments: Cisco TAC instruments, impressed by many years of expertise troubleshooting community points, which embody:
  • RAD Equipment: Python scripts that auto-check related gadgets for quicker identification of root causes. PAS clients obtain professional walkthroughs, with directions and help on how one can maximize RAD Equipment.
  • Automated RCA: A chance for PAS clients to take part within the Automated RCA pilot, which leverages AI to routinely formulate an incident’s root trigger evaluation.

Why MSPs Ought to Undertake Cisco Sensible Bonding

For MSPs, adopting Cisco Sensible Bonding isn’t just a technological improve; it’s a strategic transfer that may improve service supply, improve buyer satisfaction, and differentiate their managed options in a aggressive market. Right here’s why:

• Enhanced Effectivity: By automating the synchronization of case info, Sensible Bonding eliminates the necessity for guide information entry and reduces the danger of errors. This enables engineers to concentrate on resolving points somewhat than administrative duties, streamlining operations and releasing up worthwhile sources.
• Quicker Decision Instances: With real-time updates and immediate file sharing, the imply time to decision (MTTR) might be decreased by 36%-45%. This implies points are resolved quicker, resulting in extra glad clients and a extra responsive help expertise.
• Improved Collaboration: The seamless integration fosters higher collaboration between the MSP and Cisco’s help groups, making certain that each events have full visibility into the case particulars. This improved collaboration accelerates problem-solving and enhances the general help course of.

By establishing a seamless and environment friendly help workflow by means of Cisco Sensible Bonding, MSPs also can lay the groundwork for delivering even higher-level managed companies choices to their clients. Past enhancing primary help capabilities, the combination allows MSPs to supply extra complete help companies like PAS, permitting MSPs to drive higher worth for his or her clients.

How Cisco Sensible Bonding Improves MSP Assist Workflows

Cisco Sensible Bonding addresses a number of inefficiencies generally present in conventional help workflows:

• Eliminates Swivel Chair Operations: Engineers not have to manually replace instances in a number of methods, decreasing course of waste and releasing up worthwhile time.

Cisco Sensible Bonding accelerates engineer collaboration by offering a single supply of fact, enabling engineers from each the MSP and Cisco to work collectively extra successfully and resolve issues quicker. Moreover, it considerably reduces case possession time by 20%-54%, permitting MSPs to deal with extra instances with the identical sources.

Integration with ITSM platforms

Integrating Cisco Sensible Bonding with accomplice ITSM methods is a streamlined course of designed to reinforce help capabilities. The mixing helps platforms equivalent to ServiceNow, with a devoted utility out there within the ServiceNow App Retailer that automates customary connectivity and workflow configuration.

For different ITSM methods, integration is facilitated by means of Cisco’s APIs, supporting SOAP/XML and REST/JSON protocols. The mixing course of gives a number of onboarding choices: self-onboarding for normal configurations, an utility module for ServiceNow customers, with the choice to leverage Cisco Superior Providers for custom-made setups.

Self-onboarding includes configuring the ITSM system utilizing supplied documentation and take a look at scripts, whereas the appliance module simplifies the method with pre-built configurations.

Driving Efficiencies and Optimistic Outcomes

Clients are more and more counting on accomplice managed companies to realize enterprise outcomes at a decrease price. With Cisco Sensible Bonding, help workflows are vastly improved by accelerating help engineer collaboration and decreasing MTTR by as much as 45%. For a typical MSP, this interprets to quicker difficulty decision, increased buyer satisfaction, and extra environment friendly use of sources; finally driving higher service supply and operational price financial savings. For those who’re an MSP trying to improve your help capabilities involving Cisco merchandise and Cisco TAC, Cisco Sensible Bonding is a program/instrument value leveraging.  The truth that the Cisco Sensible Bonding program/instrument is complimentary for Cisco companions, makes it much more compelling to undertake!

Have interaction your Cisco Account Govt or Gross sales Enterprise Growth Supervisor to get began on a Sensible Bonding engagement!

Register for the upcoming session to be taught extra:

Extra sources

Go to the Cisco Companion Managed Providers web page on SalesConnect for recordings of earlier MS VoE periods.

Take a look at my newest blogs for insights into Managed Providers alternatives for MSPs

Take a look at the Self-Onboarding Information on Cisco DevNet and the Companion Information: Sensible Bonding Entitlement. Remodel your help operations in the present day with Cisco Sensible Bonding!

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