Because so much of support is automated, live engineers can concentrate on the most difficult problems. Cisco's self-service model has increased customer satisfaction substantially. The system handles more than 1 million log-ins per month by registered users, and 70 percent of support calls are successfully handled without human intervention. Armed with accurate information about product availability, salespeople are better prepared-which directly leads to better customer service, an enhanced customer buying experience and increased customer loyalty. To scale its supply chain cost effectively while raising its level of quality, Cisco has implemented several changes in the way it conducts business.
All parties enjoy the significant bottom-line benefits of networking the supply chain.
New product introduction time has been shortened by three months thanks to collaborative design tools. This reorder is sent online either directly to the supplier or directly to the home office. This same system allows a store manager to check on product inventory. By scanning a UPC code, the manager can receive an item's inventory status within the store and see if the item is on order or in stock at a nearby store. The system dramatically improved the chain's efficiency and reduced inventory costs.