As Automation Fair was wrapping up yesterday, all of my Cisco colleagues were expressing gratitude to our hosts at Rockwell Automation. We want to congratulate our partners at Rockwell Automation for once again, putting on a very successful user conference. Our partnership has evolved into a truly collaborative and demonstrably successful model for joint product and solution developments, go-to-market effectiveness, industry and thought leadership, all aimed at the same goal: our mutual customers’ success.
Over the past few months, the We’re Listening blog has brought you ongoing news about updates to our RMA processes, and the improvements keep on coming. I’ve asked Jim Fuller, Senior Director of Services Entitlement, to return to the blog to share details on the new 3-Way RMA process. The new process represents a significant improvement for many of our customers and partners, and in the spirit of the We’re Listening blog, was undertaken by Jim’s team in direct response to customer and partner feedback. Share your thoughts on other ways we can simplify your interactions with Cisco, and your suggestions may end up as new capabilities featured on the blog!
By Guest Contributor Jim Fuller
Our partners provide constant feedback to tell us how we can improve their experience doing business with Cisco. One of our partners’ number one requests is to help them create an RMA via a single step, versus opening a support case with Cisco to remedy contract updates as a result of RMA transactions.
We heard your feedback, and if you’re a partner who “self-spares” (spares inventory from your depot) or a customer who contracts with a partner who self-spares, your Return Material Authorization (RMA) process just became easier. We’ve introduced Partners 3-Way RMA/Self-Sparing.
With this new process, service contracts are automatically updated with the associated serial number swaps when processing 3-Way RMAs. Available now, the new capabilities provide the following benefits:
1. Delivery of an automated RMA process that supports 3-Way RMA transactions at the time of RMA creation
2. Two serial numbers can now be entered at the time of RMA creation for those partners that self-spare, via the Service Order RMA Tool (SORT):
- The serial number of the claimed defective part from customer network
- The serial number of the spare part used by the partner to replace the claimed defective part on the customer’s network
3. Ability to minimize or even eliminate partner overhead to monitor and coordinate contract swaps
Previously, the Partner Self-Sparing model was not systematically supported making equipment difficult to track. Without a standardized process, contract and installed base updates had to be performed manually via a support case process. Now, systematic contract updates will occur at the time of RMA shipment reflecting the spare part (replacing the claimed defective part) on contract, making it easier to do business with Cisco and drastically reducing support cases.
To date, more than 175 partners globally have been enabled, with an RMA success rate of 95%. In FY14, we’re focused on reducing contract cycles and the number of customer escalations even further.
Please contact your Cisco Partner Support Development Manager (PSDM) for further information about enabling these new capabilities in support of your 3-Way RMA/Self-Sparing needs.
Enthusiasm was at an all-time high at BAI Retail Delivery 2013 in Denver, CO last week as we continue to see major transformation in the banking industry. Within the Cisco booth, we demonstrated a series of solutions that enable digital and physical channels to become more interactive and sales focused, while improving the customer’s banking experience. Attendees were excited to walk through various live customer business scenarios – all enabled by the same infrastructure – and available today.
Cisco’s Omnichannel Booth Experience
The Cisco Financial Services team led the booth tours that took attendees through an end-to-end omnichannel experience. Participants were asked to play the role of an existing customer for the entire demonstration and were shown how Cisco can assist financial institutions in their desire to be more intimate and responsive to their clients’ needs. We demonstrated a seamless customer experience that can drive increased satisfaction and wallet share. Read More »
Every Friday, we’ll highlight the most important Cisco partner news and stories of the week, as well as point you to important, Cisco-related partner content you may have missed along the way. Here’s what you might have missed this week:
Off the Top
Ken Trombetta, vice president worldwide channels for Enterprise, Architectures and Solutions, was back on the Channels Blog this week with some great new insight around BYOD.
Ken used the information from the Cisco IBSG BYOD Financial impact study and expanded on mobile users willing to invest in BYOD and how BYOD delivers productivity gains and cost savings.
Be sure to join the discussion with Ken and give some feedback on your thoughts around mobility. Read More »
It’s not often that I get to meet with hundreds of passionate students who are eager to learn! That was the scene at the Cisco Networking Academy Student Day this week in Chile, which was an incredible chance to meet students and instructors and speak about their future careers in technology.
The Cisco Networking Academy helps individuals prepare for industry-recognized certifications and entry-level information and communication technology (ICT) careers in virtually every type of industry. Nearly 30,000 students participate in the program each year in Chile, and worldwide the number reaches over 1 million.