Case Study: Cisco Systems improves premium service delivery with Celonis

How they use Celonis to improve outcomes for everyone

Cisco Systems needed to strengthen its premium service operations, where failed deliveries for critical components could directly disrupt customers. To support its Reliable Premium Services initiative, Cisco turned to Celonis and its EMS process mining platform to gain end-to-end visibility into its two- and four-hour service delivery processes and spot performance issues in real time.

Using Celonis, Cisco drove automation and process improvements across the service workflow, helping the team act faster on failures and improve delivery performance. According to Cisco, the solution eliminated more than 50% of manual activities in its 2-hour service delivery process, while supporting its goal of improving outcomes and scaling service excellence across operations.

Cisco Systems

Miguel Gutierrez

Business Operations Manager