IT Mobility Social Support Leads to Reduced Costs

Cisco IT’s Bring Your Own Device (BYOD) program allows employees to be most productive on whatever device they choose.  Whether it’s an iPhone, iPad, Android, Mac or PC they can connect to the Cisco internal network easily, but that’s not what this blog is about, if you’re interested in that initiative click here and here. This blog is about how adding a social layer, specifically Cisco WebEx Social, resulted in an improved user experience and reduced caseload and therefore avoided cost.  Personally, I’d like to say the easy onboarding of devices has caused me less wrinkles, but I’ve yet to find a quantitative way to prove that hypothesis true, so let’s stick to the facts:

In November 2010, Cisco IT had 4,566 cases per 33,354 devices or about 0.14 Cases/Device

In October 2011, Cisco IT had 3,921 cases per 48,530 devices or about 0.08 Cases/Device

Cisco IT has had a 52% increase in devices and 16% more users

With the introduction of the IT Mobility Cisco WebEx Social Community in September 2011 (click here to read the case study), Cisco IT has lowered gross caseload 25% over two years – which resulted in $653,400 dollars cost avoidance which Cisco IT was able to redeploy to innovative new projects.

How did we do it?

The IT Mobility team created a one-stop shop using Cisco WebEx Social. The centralization of information and intuitive interface led to an improved user-experience and streamlined process for requesting and fulfilling mobility services. Cisco WebEx Social

What’s next?

The IT Mobility team is looking to create a personalized user experience, whether a new or existing user.  This experience will show all information that is relevant to the user, such as billing and rate plans that they are eligible for. Lessons learned from the IT Mobility community are now party of a larger Cisco WebEx Social playbook. Other community owners can learn and adopt the strategies followed.  To view all Cisco WebEx Social case studies, click here.

Questions/Comments?

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