Challenges Our Customers are Facing
We understand that our customers often face a balancing act, striving to reduce costs and enhance efficiency while also aiming to stand out, find new upsell opportunities, and generate fresh revenue streams.
Service Differentiation and New Revenue Enablement
Cisco Provider Connectivity Assurance delivers significant operational savings, boosts business efficiency, and enhances the quality of experience. Our B2B customers are leveraging this investment as a market differentiator and a new revenue source. Our innovative solution not only uncovers new revenue avenues but also offers upsell opportunities and distinguishes your network, services, and products, particularly through intuitive end-user customer portals.
Our performance reporting and analytical capabilities are designed to meet the diverse needs of multiple in-house teams and personas. These capabilities can be easily configured into tailored, secure, and insightful portals for end users. This is supported by a fully SaaS-compliant multi-tenant RBAC feature set, representing a powerful upsell and differentiation opportunity for our customers.
Closely linked to the end-user customer portal scenario is the creation and offering of fine-grained service level agreements (SLAs) to ensure the performance of specific services and connectivity. End customers are often willing to pay a premium for SLA-backed services, allowing operators or providers to offer these with confidence.
Moreover, our ability lies in using the same components in the background to achieve different outcomes. Alerts tied to SLAs or specific performance sessions trigger a range of self-service activities for end customers. This proactive approach to performance monitoring reduces operational costs and decreases the likelihood of customers contacting the operator's call center—a win-win scenario. The same mechanism can be used internally within the provider's or operator's environment as informational notifications.
These notifications can trigger upsell conversations about capacity upgrades or re-architecting services to achieve lower latency or more power-efficient green transport. It's important to note that all of this is achievable with the same investment the operator or provider has made in their service assurance solution. Additionally, aspects of this capability can be automated via the Crosswork suite of tools for even greater savings and efficiencies.
Business Outcomes for B2B Service Differentiation
Exploring these capabilities can unlock numerous business outcomes for our end customers. While new revenue streams are the primary focus, there are additional benefits around making the provider or operator more integral to their end customers. This gives them a range of capabilities they can use to differentiate themselves in an often-crowded marketplace. Moreover, they enhance customer experience by fostering transparency and empowering end customers with ownership and control, thereby strengthening and maintaining the relationship between providers and their customers.
One of our customers, a large North American Tier-1 provider, is already reaping these benefits, focusing on SLA monitoring for top-tier B2B customers. They are leveraging proactive alerts within their customer portal and can also utilize raw alerts to drive other back-end systems and processes. The provider not only tracks upsell potential through their Salesforce platform but also benefits from automated emails sent to capacity planning and network engineering teams. These emails include alerts on capacity exhaustion or potential service-impacting performance degradation, such as packet loss and latency. Additionally, this customer uses an integration with Slack to proactively notify their end users of issues and potential disruptions before they even become aware of any problems.
Another prominent global business Ethernet and connectivity provider are utilizing our service assurance solutions not only for traditional operational improvements and maintaining quality of experience but also to differentiate their services in the marketplace. They achieve this through end-user customer portals and the ability to offer SLA-backed services.
Support: If you have any questions or would like to know more, please reach out to your local Cisco or partner contact or reach out to us via our dedicated customer support.
@spearg @pathomp2@cisco.com
1 Comment
