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Cisco Support Mobile App

 

Gold Stevie Award Winner 2016, Click to Enter The 2017 Stevie Awards for Sales and Customer service

Company: Cisco Systems, San Jose, CA
Company Description: Founded in 1984, Cisco pioneered the development of Internet Protocol (IP)- based technologies. Today Cisco is a market leader in innovative network- based technologies and services that span application networking, collaboration, security, storage area networking, unified communications, unified computing, video systems, and wireless. Please visit www.cisco.com.
Nomination Category: App & Mobile Website Categories
Nomination Sub Category: Business/Government

Nomination Title: Cisco Support Mobile App Helps Customers Solve IT Problems Anywhere

The date on which this nominated mobile site or app was first published: May 2012

The Cisco Technical Support mobile application was first offered to iOS and Android users in May 2012. Since then Cisco has upgraded the app every quarter, with five major upgrades in 2016.

Briefly describe this mobile site or app’s objectives and how it has met those objectives (up to 200 words). If applicable, include here the platforms your app supports:

The Cisco Technical Support mobile app helps iOS and Android users interact with Cisco to quickly solve problems with network devices and much more.

Customers can open cases with Cisco Support, use bar code scanning to upload device information to Cisco, directly contact their assigned agents, and check the real-time status of cases and hardware returns.

They can also get security and contract alerts, use a built-for-mobile tool to remediate software bugs, and see 2,500+ solutions to help devices run problem-free.

A personalized “My Devices” dashboard graphically displays support and contract information for the customer’s devices.

The app also offers support podcasts, videos and RSS feeds, and the ability to “Touch to Chat” about Cisco products.

As a complement, the Cisco Support Website, which leads the B2B tech industry in problems resolved online, works hand-in-hand with the mobile app across content and tools.

Results for 2016 include: Mobile interactions with Cisco Support grew 75%, overall app usage increased 61%, alert subscriptions tripled, and the app remained in the “Top 100 Business Downloads” in 100+ countries. To quote a 2016 Amazon.com reviewer: “Works perfectly for what I need to see. Thanks Cisco for letting me take my work wherever I go.”

List the appropriate creative and production credits for this app: Advertising Agency/City: Client: Art Director: Cinematographer: Creative Director: Designer: Director: Illustrator/City: Music Producer/City: Photographer/City: Printer/City: Producer: Production Company/City: Programmer: Writer: Web Development Firm/City:

The Cisco Services “Software, Systems & Operations” group designs, engineers, enhances and integrates the Cisco Technical Support mobile app and Cisco Support Website – and all the underlying support tools and resources – under the leadership of Director Kara Adams and Senior Manager Oscar Bauer. The mobile app is directly managed by Product Manager Dave Dube. This entry was submitted by Senior Communications Lead Chris Vasan and Associate Travis Williams.