When the ACE pilot network began inside Cisco, it supported a much smaller audience. In those days we only had around 1000 users, and for the most part these were very technically savvy people. Mostly they were power users, who could use tools normally provided to our engineering group with ease. As our ACE “service introduction” network has grown to support over 13,000 users, we are now reaching a much wider audience that still wants to use leading-edge, first-deployment services; yet, with production-level support and ease of use. To keep up with the needs of our evolving user base, we needed to reduce the amount of time our team was spending on routine provisioning and support tasks – which can take up a lot of time.
Cisco IT’s Bring Your Own Device (BYOD) program allows employees to be most productive on whatever device they choose. Whether it’s an iPhone, iPad, Android, Mac or PC they can connect to the Cisco internal network easily, but that’s not what this blog is about, if you’re interested in that initiative click here and here. This blog is about how adding a social layer, specifically Cisco WebEx Social, resulted in an improved user experience and reduced caseload and therefore avoided cost. Personally, I’d like to say the easy onboarding of devices has caused me less wrinkles, but I’ve yet to find a quantitative way to prove that hypothesis true, so let’s stick to the facts:
- In November 2010, Cisco IT had 4,566 cases per 33,354 devices or about 0.14 Cases/Device
- In October 2011, Cisco IT had 3,921 cases per 48,530 devices or about 0.08 Cases/Device
- Cisco IT has had a 52% increase in devices and 16% more users
Tags: aaron chiles, Android, blog, byod, case, caseload, cisco on cisco, Cisco WebEx Social, coc-collaboration, collaboration, community, Help, information technology, iPad, iphone, IT, mac, mobility, onboarding, PC, support, WebEx Social, wxs
The Cisco telework program has evolved over the years from a convergence of top-down company practices with bottom-up changes in employee expectations. From our experience we have learned how several factors can make flexible work a success for everyone.
Clear policies and company culture. Cisco has adopted a flexible policy that enables many employees to telework, based on their job requirements and their manager’s approval. Where necessary, this policy is customized to reflect country-specific laws and employee entitlements. Also important is creating a company culture of trusting employees to work responsibly, strong performance management practices and finding the right balance of autonomous and collaborative action.
But a successful teleworking program requires more.
More and more businesses these days are taking steps to reduce their carbon emissions. (Cisco is one of them, as the company met a 25% greenhouse gas reduction goal last year and subsequently upped it to 40%.)
There are several compelling reasons for doing so – some philosophical and others pragmatic. Here are a few:
For the 10,000 users on our ACE service introduction network, the new WebEx-enabled TelePresence Meeting capabilities mean everyone gets to enjoy seamless two-way video, audio, and data sharing between Cisco TelePresence and Cisco WebEx Conferencing. Users no longer have to ask, “Do I have my meetings via TelePresence or WebEx?”
The host easily schedules the WebEx-enabled TelePresence meeting using the WebEx Productivity Tool in Outlook or the Smart Scheduler Web Portal. The TelePresence video bridge information will be populated automatically, eliminating the need to manage separate invitations for WebEx and TelePresence users – it is all one click away.