The 2011 STAR Award Winner for Innovative Support is Cisco, Founded in 1984, Cisco pioneered the development of Internet Protocol (IP)-based networking technologies. This tradition continues with the development of routing, switching, and other network-based technologies such as application networking services, collaboration, home networking, security, storage area networking, TelePresence systems, unified communications, unified computing, video systems, and wireless. Cisco Services totals nearly 12,000 people worldwide.
Cisco recognizes that the world of technical services is in transition. More than ever, customers are shifting their support discussions and inquiries to the Web and social media, and demanding real-time access to information and expertise, whenever, wherever. The traditional model of support – reactive and divided by channels – is evolving to a new, unified proactive support experience that is truly channel-agnostic.
For Cisco, this new customer experience is based on the blending of key customer interaction points: online support communities, online self-support tools and support agents/experts, where communities act as a central hub. The company is also taking this unified customer experience to new modalities, such as social media and mobile devices, to ensure customers have persistent access to Cisco’s expertise and technology. Using automation, analytics and intellectual capital, this innovative company has created a truly personalized support experience for each customer’s needs.
Cisco focused investments and innovations in people, process and technology, which has resulted in significant gains in customer satisfaction and operating efficiency.