Computacenter Shares Insights and Greatest Practices on the Platform that Offers an Distinctive Buyer Expertise

After a lot anticipation, we have now launched Cisco’s Companion Expertise (PX) Cloud in Normal Availability (GA) worldwide! Beginning this week, Cisco companions that resell Success Tracks will now get computerized entry to the PX Cloud platform, the Cisco CX single pane of glass, to handle clients’ lifecycles.

The companion’s version of the purchasers’ CX Cloud, the PX Cloud, is companions’ digital gateway to real-time information and analytics, service creation, monetization alternatives, and insights for best-in-class proactive assist. Now, companions get 360-degree visibility of their Success Tracks clients’ information and faucet into a collection of APIs for predictive telemetry insights and rather more, multi functional place.

However what do all these options and capabilities do for companions, their organizations, and clients? Study firsthand from Cisco’s companion Computacenter, an early adopter of the PX Cloud, who used its APIs and analytics to boost correct account intelligence and enhance buyer engagements all through the lifecycle.

At present, I’m thrilled to speak with Julie Greene, Cisco Enterprise Growth Director at Computacenter. A powerful buyer success advocate, Julie is an skilled IT trade veteran who has been on the forefront of Computacenter’s CX transformation journey to share greatest practices, classes, and recommendation:

Denzil: Julie, let’s get began – how did you hear about PX Cloud?

Julie: I bear in mind when Cisco first introduced the PX Cloud at Companion Summit in 2020 and the way your entire viewers was enthralled by its potential. My workforce and I at Computacenter couldn’t be extra excited to see all this potential turning into a actuality now that PX Cloud is usually out there.

Denzil: Sure, and at Companion Summit 2022 we mentioned PX Cloud could be GA in March 2023 and we delivered on that dedication! We’re tremendous happy with that. Earlier than we get into your expertise with PX Cloud, what has motivated you to construct a CX apply at Computacenter?

Julie: Cisco has been a part of my skilled journey for the previous 20 years. I began my profession at a Cisco companion firm and continued this path whereas experimenting with completely different roles and areas of the enterprise. It’s been fairly a journey!

One of the vital notable adjustments I’ve seen at Cisco was its service portfolio’s evolution over the previous few years. From amassing {hardware} information for break-fix functions to completely embracing the ability of APIs, digital platforms, and insights into the purchasers’ IT setting, we have now come a protracted solution to ship our clients the proactive and predictive assist they want. Let me inform you once we began our journey in CX and why.

Seven years in the past, my workforce and I at Computacenter created a CX apply within the US referred to as Guarantee. We had two fundamental aims with Guarantee: first, implement a gross sales movement the place our buyer success managers, gross sales, and options architect labored collectively to assist the shopper all through their lifecycle. It was a unprecedented cultural shift for us.

Second, we needed to allow our groups to simply entry well timed and correct account intelligence information. And that’s the place Cisco is available in with the APIs, telemetry information, insights, and analytics by way of PX Cloud.

Denzil: Inform us extra in regards to the position of Guarantee within the Computacenter’s buyer success apply and the way Cisco CX matches on this mannequin.

Julie: We now have a mature buyer success apply at Computacenter US. Our groups and clients have welcomed and positively adopted the Guarantee program’s methodology and premise, a lot in order that we moved our apply to Europe early this yr, which may be very thrilling for all of us.

In a nutshell, ASSURE focuses on 5 fundamental touchpoints of the lifecycle: Adoption, Companies, Software program, Utilization, Renewal, and Evolvement. We work onerous to precisely determine and observe our put in base information all through this course of.

As soon as we mapped this information, discovering out the right way to ship and make it easy for our inner groups to eat and make the most of was a giant problem. To grow to be agile, we needed to reduce down on the executive burden of capturing and analyzing the information from a number of sources and instruments.

We solved this ache level by simplifying the entry to information and insights by way of a single platform, the Computacenter’s Lifecycle Companies & Asset Intelligence Portal. At present, we have now over 35 Cisco APIs in that portal together with Meraki APIs and consolidated 6 Cisco platforms into one. Not solely did it streamline the consumption of the information, however it additionally accelerated the decision-making of our workforce to interact the purchasers with the appropriate provide on the proper time.

Denzil: That’s phenomenal, Julie. I agree that information should be well timed, correct, and, extra importantly, actionable. How are you utilizing the PX Cloud’s insights and analytics to drive motion within the context of the shopper lifecycle?

Julie: Apart from the APIs, the PX Cloud permits us to create and publish our branded affords to our clients into their CX Cloud. We now have developed technical workshops, assessments, and companies that showcase our Companion Lifecycle Accelerators in a number of architectures. These distinctive options are positioned within the completely different phases of the lifecycle, from adoption to renewal. As clients look to upskill and study new insights and greatest practices, that includes our skilled companies on CX Cloud has been an enormous game-changer.

Denzil: What could be the important thing outcomes your workforce has achieved by way of the CX apply? And might you inform us how the purchasers profit from this method?

Julie: The primary constructive adjustments to our CX apply entail three issues. One: how our groups collaborate, innovate, assume, and act extra strategically and deliberately with the purchasers’ lifecycle in thoughts.

Two, we’re getting higher at enhancing information accuracy and timeliness on daily basis. With the assistance of superior APIs, AI, and machine studying, we are able to ship true proactive and predictive answer assist spanning the purchasers’ complete IT setting in a programmatic and scalable method.

Three, and it’s a superb segue to answering your second query, it’s about deepening our clients’ relationships, constructing loyalty and belief, and serving to them obtain their outcomes.

Inside the CX apply, we assist our clients to avoid wasting prices, cut back downtime, and speed up time to worth, amongst different outcomes. Extra importantly, we need to allow our clients to supply a superb buyer expertise themselves – for instance, a hospital enhancing affected person care or a monetary financial institution securing its operations for its shoppers.

Denzil: I just like the use circumstances you talked about there, Julie. To wrap up, are you able to share the highest takeaways?

Julie: Adopting a CX mindset and methodology is an incredible transformation journey for us and your entire IT channel ecosystem. Change is tough, however if you happen to persist by way of – and study from – the failures and challenges alongside the best way, I guarantee you (no pun meant!) that your efforts will repay.

I additionally need to plug your fabulous new CX Companion Views Podcast I used to be lucky to be a visitor on and share extra insights on Episode 2 – “Computacenter Drives Buyer Outcomes with Cisco CX.  Lastly, I extremely encourage companions to leverage the ability of telemetry, insights, and analytics and use them to their benefit. Be sure to benefit from platforms like PX Cloud to ship an distinctive buyer expertise!

Prepare for PX Cloud:

• Companions who resell a Success Tracks contract to clients will routinely be onboarded to PX Cloud
• Entry PX Cloud
• Request buyer’s approval to entry their CX Cloud information

Go to Cisco’s PX Cloud SuccessHub for extra data and as at all times, take a look at SuccessHub

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