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.
Tags: cisco_services, partners, RMA, we-are-listening
In my first SDN blog, I asserted that “Services” -- that is technical support, professional and consultancy services -- are the missing “S” in the SDN debate. I’d now like to apply our Cisco Domain TenSM framework “in anger” to examine in more detail the impacts that SDN may have on your IT services and operations. While come of our competitors will only talk about the network switches and new device protocols, l’ll show how it’s not just the network switches that you should be concerned with: your SDN and Cisco ONE journey could involve impacts across multiple “domains”.
As I bogged about Cisco Domain Ten this past year, I’ve positioned it as a mechanism to help you on your data center journey. Let me now extend that use -- SDN after all is more than just a data center technology play. My experience with Cisco Domain Ten over the past year has helped me realize that it is, in fact, an excellent framework for considering impacts to more general IT services, and not just to the data center . I’ll also illustrate my case with both service provider and enterprise/business/public sector examples.
The following diagram summarizes the areas impacted -- let’s discuss each one.
SDN Impacts -- via Cisco Domain Ten
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Tags: architecture, Cisco Domain Ten, Cisco ONE, Cisco onePK, cisco_services, data center, SDN, SDN controller, software defined network
Since around the turn of the year, specific to each region of the world, we in Cisco Services have established magazines (available in both printed and online formats) to bring you help and guidance on the challenges and opportunities of new technology adoption, evolution and maintenance, across all areas of Cisco technology. If you’ve read my blogs on Data Center and Cloud adoption challenges, you’ll know that such opportunities and challenges are my passion, so I personally find these new magazines, and their perspectives from a range of Cisco writers including senior executives, very interesting.
Cisco Services Magazines
In line with the way our customers’ challenges vary across the world, we produce different magazines for:
- The Americas - “Services Perspectives” -- Register and read here for Services Perspectives.
- Asia Pacific, Japan and China (APJC) -- “Services Discovery” -- Register and read here for Services Discovery.
- Europe, the Middle East, Africa and Russia (EMEAR) -- “Services Dynamics” -- Register and read here for Services Dynamics.
In each case, you can eother subscribe online, request a printed copy, or do both!
In the Services Discovery Issue 1, there are excellent articles on migrating legacy RISC applications to Cisco UCS, and “Are You Thinking Cloud” -- both areas Cisco can help you with. One of our Chinese financial customers, Bank of Chengdu, is featured on how they improved efficiency via data center improvements.
In the Americas “Services Perspective” Magazine, the recent article on “The Hidden Hazards within Private Clouds” was particularly interesting, including coverage on Cisco Domain TenSM which I have blogged on extensively on this year. Another excellent topic was “The Business and Technology Case for Infrastructure Modernization” describing the challenges and solutions to UNIX to Cisco UCS application migration.
And in the EMEAR Services Dynamics magazine, we also discussed Cisco Domain Ten, Cisco Services framework for data center and cloud transformation.
As I say above, these are not simply magazines for data center and cloud, I’ve simply highlighted a few articles above that most relevant to my interests and this subject of this particular Cisco Data Center blog. So whatever your interests and location, we have well designed and insightful magazines for you! And we hope you enjoy and learn from them!
Tags: architecture, Cisco Domain Ten, cisco_services, cloud, Cloud Computing, data center, Smart Care, UCS, unified computing
Cisco continues to listen to our customers’ feedback, and make improvements that address your biggest pain points. In a previous post, Jim Fuller, Senior Director of Technical Services focused on entitlement, joined us to talk about improvements that simplified the overall Services Entitlement process, and hinted at future improvements that were underway. Jim’s team recently completed changes to our Return Materials Authorization (RMA) process, and as promised, he returns to the blog to walk us through those changes, and what they will mean for your experience working with Cisco.
By Guest Contributor Jim Fuller
Installed Base and Contract Data Quality are a consistent challenge for customers. Customers and partners use contract data to manage both their services with Cisco and the information they need to renew service contracts. Cisco wants to make this experience easier for our customers, so we’ve been making improvements to the tools and systems our customers need to maintain their installed base and contract data -- starting with our Return Materials Authorization (RMA) process. Read More »
Tags: cisco_services, entitlement, RMA, we-are-listening
Some of our Cisco Services strategy and design consultants and leaders are at CiscoLive in Orlando this week. If you are around, please take some time to learn from their hands on expertise. They are the leading exponents in designing and deploying Cisco data center solutions. If you’ve following my blog posts over the past few years, especially more recently on Cisco Domain TenSM and Cisco ONE as our solution for the challenges of SDN, you may well indeed be interested to meet some of the people behind the innovation and successful customer transformations.
Cisco Domain Ten -- Meet the Leading Cisco Domain Ten Experts at CiscoLive this week
We have a few presentations in the Cisco Campus Solutions Theater and also some “Design Centers”.
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Tags: Application migration, architecture, Cisco Domain Ten, cisco_services, cloud, cloud_computing, data center, UCS, Unified Data Center