Cisco Dramatically Reduces Outstanding Recovery Assets to Deliver a More Streamlined and Robust Business Model

BACKGROUND

Cisco Systems (Cisco) is the worldwide leader in Internet security, networks and business communication solutions. Cisco catapulted itself into the global technology arena in 1984, and has since emerged as a market leader in Internet Protocol-based (IP) networking solutions.

Cisco Systems shipped its first product in 1986 and is now a multi-national corporation, with over 35,000 employees in more than 115 countries. Today, Cisco solutions are the networking foundations for service providers, small to medium business and enterprise customers which includes corporations, government agencies, utilities and educational institutions

BUSINESS CHALLENGE

Centralised Tracking and Management to Improve efficiencies and Customer Satisfaction

With the expansion of its asset recovery and repair operations in Australia and Asia Pacific, Cisco struggled to meet the growing demands of its clients and partners. Moreover, it was experiencing major operation and service issues. These include, transportation vendor performance and network contingency, inability to meet customer service level agreements (SLAs) particularly for Top Tier Platinum customers, over 70% of outstanding inventory in excess of 45 days, rising costs to Service Parts business group, and poor overall management of total supply chain pipeline.

Limited by internal resource, coupled with increasing volume and customer demand, Cisco needed an Australia-wide supply chain partner who could effectively manage their entire asset recovery program and address the above issues as a first priority.

SOLUTION

Infoactiv’s Transport and Vendor Management, Asset Management and Recovery, including Data Centre Services

The Service Operations Program Manager of Cisco Systems Australia initially trialled three transport service providers, but none of them were able to provide Cisco with the total solution required and consistent performance. Through industry word of mouth and referrals from other customers, Cisco became aware of the Infoactiv Group’s reputation and experience.  They soon established that Infoactiv’s vendor and asset management solutions were an ideal fit for Cisco’s dynamic strategic requirements.

Infoactiv is an award-winning supply-chain logistics company that provides customer focused, quality logistics and transportation management solutions, enabling customers to concentrate on their core business activities with greater ease and confidence.

He was impressed with with Infoactiv’s ability to meet their business needs, implement a solution which quickly addressed their previous issues and achieve consistent performance over a very short period of time. Systems and process automation, high visibility tracking and SLA monitoring for its multi-modal network were key components of an efficient, high performing logistics solution for Cisco.

“Infoactiv handled our entire asset recovery program, both inbound and outbound. They were also able to meet critical time constraints where previous providers were unable to do so before.”

Infoactiv managed the movement of Cisco’s parts recovery and repair operations in Australia.  This included effective management of all transportation requirements, including real time exception management, tracking and service monitoring, customer liaison through centralised multi-lingual helpdesk, reporting and on-time performance against agreed milestones.

“With our web technology, we are able to utilise information from all parties involved in the process to provide valuable Asset Tracking services. We are able to track and manage all assets according to serial number, customer reference number, purchase order, product information, user or customer ownership, together with asset movement statuses” states Helen Jarman, Managing Director of Infoactiv Group.

Infoactiv also effectively manages Cisco’s supplier network, including day to day logistics activity, processes and performance, which enables them to monitor the effectiveness of their service providers and ensure that both efficiencies and delivery expectations are met.

BENEFITS

Reductions in Outstanding Assets and Greater Customer Satisfaction

In a very short amount of time, Infoactiv’s logistics and transport solutions reduced Cisco’s outstanding assets from 70% to 6%, improved online delivery, increased customer satisfaction levels, provided total visibility, reporting and measurement to all parties, and provided a consistent and reliable service parts supply chain which enabled Cisco to increase their support sales.

“We now have a more robust business model. Before, we had six million assets outstanding and now we are down to three million. This is much more manageable and has led to dramatic cost reductions.”

According to its Service Operations Program Manager, Cisco can concentrate more effectively on its core business and strategy, knowing that its asset recovery is in safe and reliable hands.

He also sees Infoactiv as an invaluable and reliable partner to the company.

“If clients such as Telstra and Commander are happy; that makes us happy.  Since partnering with Infoactiv we have eliminated our escalations.  The more support we can provide our partners and clients by delivering efficient and consistently reliable service, leads to an increase in customer satisfaction and loyalty; which at the end of the day means increased sales!.”

“They [Infoactiv] have maintained the highest standards of professionalism, performance and dedication in working towards achieving Cisco's prime strategy: of total customer satisfaction. The feedback we get from internal and external customers concerning Infoactiv is always extremely positive.”

THE FUTURE

Infoactiv’s model can be leveraged regionally as well as globally; this, together with its commitment to innovation, technology, increased flexibility and more value added services, ensures their capabilities and solutions continually align with customer strategic and business needs moving forward.

For more information on Infoactiv’s products and services, please email info@infoactiv.com.au

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