Module 3: Cisco.com Online Tools and Resources

Case Study

Now that you have learned more about the online tools and resources available through Cisco.com, it’s time to review a real-life example of a success story. This case study contains a success story which encompasses background, initiative, solution and success information. An initiative explains a customer’s desired improvement or need. Subsequently, the solution is developed to adhere to the customer’s initiative. Finally, the result depicts the achievement of the solution.

Background

Tim Dries is the sales service manger (SSM) for FedEx and needed to reduce the amount of phone time his NOC and Cisco TAC people were using. He realized that many of the phone conversations that took place were questions that could be answered by proactively using Cisco.com first.

Initiative

Tim decided that a good way to reduce phone time, therefore, saving money, is by encouraging the use of online resources when updating and reporting cases. However, he didn’t know how to effectively encourage people to do this.

Solution

He decided to set up a meeting with his account management team. They worked very closely and came up with a solution to develop a curriculum based upon three areas:

		CCNA certification path.
		Specifics of the FedEx network and installed equipment.
		Cisco TAC website training offerings available at http://www.cisco.com/tac/training.

Results

As a result, the front-line FedEx management and NOC personnel response has been overwhelmingly positive regarding the training. The trainees are excited about the organization of the materials, content, and the “take aways” from the sessions.

Since training has concluded, Cisco.com utilization has increased tremendously, with an increased percentage of cases being opened through Cisco.com, indicating that the staff is using the knowledge gained from their training.

Furthermore, FedEx has pledged to continue using the Cisco.com resource and has made suggestions that the account

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