Celonis
Case Studies
Cisco's Journey to Enhanced Customer Service with Celonis
Overview
Cisco's Journey to Enhanced Customer Service with CelonisCelonis |
Analytics & Modeling - Real Time Analytics Networks & Connectivity - Ethernet | |
Transportation | |
Logistics & Transportation | |
Last Mile Delivery Real-Time Location System (RTLS) | |
Operational Impact
The adoption of Celonis has brought about significant operational improvements for Cisco. The solution has removed a huge amount of manual work involved in fulfilling two-hour service requests, enhancing efficiency and accuracy. The real-time connection between the company database and Celonis, along with the use of APIs and bots, has automated the entire process, eliminating room for error. The solution is scalable, allowing Cisco to apply it to four-hour customers as well. The company is now looking to expand automation into other process areas and enhance visibility with live views of more process elements. The ultimate goal is to enable real-time service delivery root cause reporting, to better understand where and how problems occur in service delivery, and take immediate action to prevent them. | |
Quantitative Benefit
Cisco was able to automate 17 critical steps in its two-hour service delivery process, reaching 54% automation across it. | |
The company believes it can easily increase this figure to 70%, bringing even greater efficiency and accuracy to the process. | |
The process is scalable and can be applied to four-hour customers as well, expanding the benefits to a larger customer base. | |