CISCO
“For customer-facing technicians, every disruption is a problem. Our Signature support team gives us a very tight handshake with Salesforce. It makes it possible to support our business and really makes our lives easier.”
Cisco meets demanding Service Level Agreements with the Signature Success Plan
“When we began with Salesforce, we had a very small user base,” says Anupama Rao, Service Manager at Cisco. “Now, Cisco technicians around the globe assist customers using Salesforce, 24 by 7.
In order to address challenges presented by user base growth and meet our 20 minute response SLA, we needed more than our traditional support plan.
Cisco turned to Signature Support, a feature of the Signature Success Plan to meet those requirements. Providing fast response to Cisco questions, Signature Support allows Rao and others to ensure availability as their environment changes and grows.
“Our Signature support team gives us a very high level of engineering and release support.”
“If Salesforce goes down, our designated Signature support team is on a live audio we can expect them to stay on the bridge until the problem is solved. We get real-time status updates which is very reassuring” Rao reports that the fast response delivered by our Signature support team has improved the productivity of Cisco service technicians and their customers.
Signature Support also ensures Cisco’s Salesforce release process goes smoothly. “Every month we perform application updates over a weekend to roll out a new release,” says Rao. Our Signature support team gives us a very high level of engineering and release support.”
Signature Support also works closely with Cisco’s development team to support release and provide feedback to meet non-functional requirements such as performance, share implementation tips, etc.
The Signature support team keeps Rao well informed on Salesforce new feature and release schedules. “We get a lot of proactive information and our Signature support contacts take our feedback and accommodate our schedule,” says Rao.
“For customer-facing technicians, every disruption is a problem,” says Rao. “Our Signature support team gives us a very tight handshake with Salesforce.com. It makes it possible to support our business and really makes our lives easier.”
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