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The We’re Listening Blog Series: Taking Action – The Power of Mobile

Here at Cisco, we take customer listening seriously. From the Global Annual Customer Satisfaction Survey to customer advisory boards to social media monitoring – and other avenues – we are constantly listening to what our customers and partners tell us they need from Cisco to enable their business success. One trend we hear in every feedback source is mobility: you want more options for managing your network from your mobile devices.

One way we’ve acted on this feedback is to develop the Cisco Technical Support mobile application, which allows you to:

  • Manage and update open support cases
  • Ask and answer questions in discussion forums
  • Research Cisco products and services.

Many of you are already using the Tech Support app, but we’ve recently added some great features that make it even easier to open a case and look up a contract. I’ve asked Jim Fuller, Senior Director of Services Entitlement, to share details on these new capabilities so that you can do more with Cisco while on the go. Read More »

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The We’re Listening Blog Series: Faster Contract Updates with New RMA Front-end Swap Process

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.

jafuller 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 »

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The We’re Listening Blog Series: Simplifying the Entitlement Experience through Streamlined Access Management

The “We’re Listening” blog continues to look at actions taking place across Cisco to improve your experience working with us. In this post, Jim Fuller, Senior Director of Technical Services focused on entitlement, joins us to talk about improvements to services accessibility.  

 
 
 
 
 
 
 
 
By Guest Contributor Jim Fuller
 
 

Imagine you’re in the back seat of a taxi—the driver is in complete control.  You have little to no control on speed or route, limited visibility, and no power.  Now, imagine you’re the driver—you control speed and course, have full visibility, and it’s your hands on the wheel—you are empowered.  That’s what I’m going to talk about—improvements we’re making to simplify customers and partners’ ability to take the driver’s seat.  Read More »

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How Cisco is Implementing an IP Phone Refresh Program

IP telephony has been deployed for over 12 years now within Cisco.  We are constantly in an ongoing process to refresh our older phones with next generation devices.  It’s not easy – it’s a little like painting the Golden Gate Bridge:  you’re never finished.

Read More »

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