NTT DATA transforms customer success
Duduetsang Mogase shares how the strategic relationship with Cisco CX has helped NTT DATA generate value through lifecycle services, drive renewals and achieve significant business growth.
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Story Highlights
Opportunities
- NTT DATA has a longstanding experience helping customers to transform their organisations with the power of technology
- NTT DATA recognized the potential of the lifecycle approach and restructured their services to adopt a software-defined strategy
- With the help of Cisco CX, the partner has established a customer success management practice to guide their customers through the whole lifecycle journey
- Through the partnership with Cisco CX, NTT DATA can now enable their customers to make informed decisions to realize the full value of their technology investments
Solutions
- Close alignment with Cisco across joint account planning, qualifying opportunities, and provision of data to proactively engage clients across services and software
- Software defined infrastructure services portal providing full visibility and proactive solution support based on Cisco PX and CX Cloud telemetry
- Lifecycle Incentives (LCI) program and Lifecycle Advantage (LCA) to accelerate software adoption
Outcomes
- 90% annual growth in Enterprise Agreements across financial services, automotive, and retail sectors in networking, collaboration, and security technologies
- 80% increase in timely renewals, ensuring secured annuity revenue and continuous support coverage for their customers' estates
- 75% rise in successful client use cases, enhancing engagement and adoption through the Lifecycle Incentive Program and the software-defined Infrastructure Services Portal
The Story
“The partnership with Cisco CX enabled us to accelerate annuity revenue and growth by transforming customer success. By guiding our customers through the lifecycle, we help them realize their desired business outcomes.”
Duduetsang Mogase, Head of Client Success Management, NTT DATA
“Our software-defined Infrastructure Services Portal based on Cisco PX and CX Cloud telemetry provides our customers with full visibility of their IT environment to enable informed decisions.”
Shirley Slabbert, Senior Client Success Manager, NTT DATA
Industry: Services and solutions provider
Company size: 190,000 employees worldwide
Location: Johannesburg, South Africa
