Agenda
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Steve PowerSr. Director, Order Management ServicesCisco Systems
Sameer RanabhorSr. Director,Client ServicesInfosys Limited
• Cisco Systems
• World Class Customer Service
• Initiative Vision
• Execution Strategy
• Delivery Model
About Cisco
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• #1 or #2 in all product segments
• 170 acquisitions since 1993
• FY14 Revenues -$36bn. Products and $11bn. Services, $6.3bn. R&D spend
• 71,200 global employees
• 19,000 patents
FOUNDED in 1984
NASDAQ: CSCO
$47BnFY14 Revenues
70,000Channel Partners
165Countries
Adaptable, Innovative and Scalable Solutions for The Internet of Everything
About Customer and Partner Experience [CPE]
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The operational execution hub for all Cisco solutions
• Plan and execute CPE strategy• Drive efficient world class operations and
customer focused engagement model• Accelerate adoption and operationalize new
consumption models• Optimize end-to-end capabilities
• Support field sales via various shared services• Partner to sell with the demo loan program• Drive adoption and revenue for new acquisitions /
solutions through specialized support
• Globally consistent, segmented model (incl. Global Enterprise Theater)
• Proactive business planning and operational end-to-end deal readiness
• Manage, administer partner programs and rebates
• High quality, consistent global operations support • Premier customer care support• Self serve capabilities• Consistent, repeatable and scalable operations
Americas / GETRegionalOperations
APJC RegionalOperations
EMEARRegionalOperations
Global Service Provider Operations
Global Service Delivery
Total Case Volume ~ 425K per Quarter
OM Processes Analysis: Overview
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Automated: Activities that do not require any manual intervention and are processed by system
Interactive: Activities that are performed by referencing in the system Ex: Determine Approver eligibility in Approval Matrix
Manual: Activities that are manually performed outside the system. Ex: Send notification to customer, apply or release Hold
Service Category Automated Interactive Manual
Ordering and Booking 27% 54% 19%
Order Modifications 15% 41% 44%
Logistics and Returns 24% 43% 33%
Profile Management 31% 42% 27%
Service Contract Management 47% 46% 7%
Manual, 25%
Automated, 26%
Interactive, 49%
Opportunity to automate and improve customer experience
Customer and Partner Experience
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WHAT do we need to do? HOW do we do it? Result
Business Process Automation
Inverted Triangle
Control Tower
Re-engineer and automate away the back office
Re-investment in agent skills and intelligent capabilities
Improved visibility, Scaled Expectations and Measurement
Faster and more accurate execution, reduces cost
Enhanced customer experience
Improved SLA by complexity of cases, globally consistent/locally relevant
Concept Building Blocks
Customer and Partner Experience
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WHAT functionality do we need? WHAT will it give us? Result
Intelligent Help
Intelligent Routing
Intelligent Dashboard
Self help and transparency
Ability to control the “journey” of our customer experience
Real time experience and operations management
Providing advanced active help to the users
Lets you direct specialist enquiries to specialist agents
Management by customer needs vs metrics
Functionality Building Blocks
Cost vs. Customer Experience [Cx]
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$$$ Cx
Q3FY15
ProcessAutomation
Re-engineer and automate the back-office
Q4FY15
InvertedTriangle
Reinvestment in agent skills
Q1FY16
IntelligentRouting
Ability to control the “journey”
of Cx
Q2FY16
Control Center
Improved Visibility &
Measurements
Q3FY16
IntelligentDashboard
Real Time Operations
Management
Q4FY16
End to EndOutcome Based
End to End Process
Alignment
30% reduction in operations costs over 25 months, while improving Cx
Delivery Methodology
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Architecture, Requirements, User Stories, Metrics (initial)
Scrum – Development, Test, Train, Deploy
Normalization – Bug Fixes, Rationalized Requirements
Scrum – Delivers 1 to-be process in multiple sprints
Sprints that compose a Scrum (3-4)
Wave 1
Wave 2
Wave n
WaveA wave comprises of 2 Scrums. Each Scrum, delivers 1 or more process flows in 1 final release and has 2 months of normalization support
ScrumScrum comprises of 3 or more sprints, delivers 1 or more processes and includes a final release with 2 months of normalization support
SprintIncludes User-stories, Design, Build, Unit Testing, System Testing, User Demo. UAT & BAT for previous sprints occur at top of next sprint
As-is Process vs. To-be Process – Order Expedite
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Request Initiation
Acknowledge and Assign
Case to CSR
Case Creation
CSR works on
case
Manual Validation
Submit Request
Manual Creation of Notification
Manual Track and Follow Up
Close Case
Request Initiation
Case Creation
Basic Validation Automated
Validation
Identify Manual Steps
Case Assignment
to CSR
CSR works
on case
Close Case
Submit Request
Automated Notification & Follow Up
Pega Pega SFDC Pega Pega Manual Pega PegaCSC Portal
SFDCCSC Portal
To-be Order Expedite Process
As-is Order Expedite Process
PegaManual
SFDC SFDC SFDC SFDC SFDC SFDC SFDC
Competing IT Priorities
Challenges for Cisco in the WCCS Program
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US/ Canada LSS Bundle 1
Q4 FY15Q3 FY15
LSS Bundle 1
Q1 FY16
Program Structure
OperationsBPO Partner IBPM COE
IT Delivery Change Mgmt.
$00.00 3 to 6 mos. ChangeManagement and Adoption
Rapid Time To Deployment
Self Funded Project
WCCS Team
30+ Integrations CCW
SFDCEDMS
SRM
CPR
CG1
Company CSC
CD
CPCCWCP Tool
WW
ET
Cis
co D
irec
tory
Icons
ConnectDotsQuoteFix
CCW
DSA
Promo Registry
BMW
Cust
omer
Sea
rch
Promo Registry Tool
Large Pega Implementation
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• Automation of Order Management Process
• Guided Next step for faster resolution• Enabling Customer visibility by SMS and
Email• Automation of Service schedule for Order
fulfillment• 24% reduction in average handling time• 70% reduction in activation cycle time
Leading Telecommunications Organization Had Longer Revenue Recognition Cycle
• Seamless customer experience by enabling Omni-Channel
• Digitization of Customer Vouchers for easy redemption
• Self Service for Fault analysis• Empower Customer Service
Representative by predicting Consumer Contact
• 65% increase in First Contact Resolution• 15% reduction in Consumer Contacts
Major Cpg Customer Wanted to Enhance Brand Loyalty
• Single Order Management system to handle all Orders and Exceptions
• Integrated with Selling, Technical Provisioning and Billing systems
• 20% increase in time-to-market• 50% reduction in order fallout
Leading Telecommunications Organization Had High Order Fallouts and Exceptions
Architecture – Layered, Elastic and Rationalized
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CollaborationWeb Portal
Worklist Reporting Notifications
Work Management Business Rules
Orchestration Visibility Reports On CG1 Adhoc Reports Historical Data
AnalysisReal Time Analytics
Pega Applications Oracle R12, 11i Applications Custom Apps
API, Web Services
Mobile Interface
SAP BO reports
MM
MM
MM
DEV STAGE CG1 . . . .QTCBV C3 12R SFDC
Data Hypervisors
B2B (Partners)Data Virtualization Mobility APIESB Service Deployment and Orchestration
User InterfaceLayer
Analytics / BI
ProcessOrchestration Layer
Application & API Layer
IntegrationLayer
DataLayer
Infosys Experience – Agile Implementation
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Iterative development approach
structured around four phases :
• Inception
• Elaboration
• Construction
• Transition
Agile methodology with iterative
development accomplished in very
short cycles known as "sprints“
• Vision Definition
• Project Initiation
• Enterprise Planning
• Release Implementation
• Release Retrospective
Built upon Infosys’ extensive
technology capability along with a
deep understanding of BPM and
BRMS, with special emphasis on the
design and implementation of
BPM/BRMS technology.
Brings in formalism and repeatability
to achieve predictable business
performance and faster time-to-market
Pega solutions.