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Email and Calendaring Social Community Decreases IT Support Caseload

June 12, 2013 at 12:00 pm PST

In my previous blog post, I talked about how adding a social support layer enabled the IT Mobility team within Cisco to realize cost avoidance of $650k, which was leveraged for new, innovative projects.

Benefits were also seen in Cisco IT's Email and Calendaring WebEx Social community. Since it's launch in Q4FY12, the Email and Calendaring Services community has seen more than 33,000 visitors and 300,000 views spread across collaborative wiki posts and discussion forums. The discussion forum alone has over 500 individual discussions through moderated support and user contribution, resulting in a self-service model for those who may have a similar question or issue. Read More »

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