Case Study: Cisco meets demanding SLAs and boosts technician productivity with Salesforce Signature Support

Cisco meets demanding Service Level Agreements with the Signature Success Plan

Cisco’s global service organization expanded from a small pilot to round‑the‑clock, customer‑facing technicians using Salesforce Mobile, creating pressure to meet a 20‑minute response SLA and support a rapidly growing user base. Traditional support plans couldn’t reliably provide the real‑time assistance and release coordination Cisco needed to avoid costly disruptions.

Cisco adopted Salesforce’s Signature Support as part of the Signature Success Plan, gaining a designated engineering team, live audio bridges for outages, proactive release coordination, and close collaboration with Cisco’s developers on performance and implementation. The fast, hands‑on support smoothed monthly rollouts, kept systems available as the environment scaled, and increased technician productivity—reducing disruptions and making operations easier to manage.

Cisco

Anupama Rao

Service Manager