The Cisco® Internet Business Solutions Group Innovations Practice focuses on innovative uses of Internet technology and the efficiencies that can be achieved by using Internet capabilities to transform key business processes. The Customer Care team within the Innovations Practice helps customers meet business objectives using a common set of tools and methodologies grounded in the real world customer-care experience Cisco has gained.
Creating a trusted advisor relationship with executives in each engagement, IBSG works closely with clients to help them develop a viable business case and then measure the value of customer-care solutions. The team helps customers decide which Web-based programs to adopt, pulling in practitioners from Cisco who have already implemented similar programs.
Typical IBSG customer-care engagements include identifying productivity savings, opportunities for earning incremental revenue, and ways to improve customer satisfaction and loyalty through Internet-based tools. In each engagement, IBSG experts apply lessons learned internally and from customers in a variety of industries to show how these concepts can work within a customer’s own business context.