To alleviate the
problems Cisco was facing with smaller budgets, and unsatisfied customer service
calls they began developing something called the TAC web - basically a
collection of technical information on bugs, how to resolve installation issues,
and other E-support features which enable their customers to do much of the work
for themselves before ever having to pick up a phone and take out a support
ticket. This self-service web-based solution handles more customers, and more
importantly resolves more issues than previously accomplished with call-centers.
This has shifted over 150,000 customer service calls to the website, and by that
Cisco have saved on staffing and other equipment costs that would have otherwise
run into the millions.
The book is split up into seven sections (Overview & Planning,
Architecture, Metrics, Strategy, Design, Marketing, and Competitive Analysis)
and is written in a conversational interview manner. It is extremely easy to
understand, and while there are technical aspects discussed here, it is not a
step-by-step how to do it type of guide.