Cisco.com - Fast Track Training

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

Company: Cisco Systems, Inc., Research Triangle Park, NC, USA
Company Description: Founded in 1984, Cisco pioneered the development of Internet Protocol (IP)-based networking technologies. This tradition continues with the development of routing, switching, and other network-based technologies such as application networking services, collaboration, security, storage area networking, TelePresence systems, unified communications, unified computing, and video systems.
Nomination Category: Website Specialty Categories
Nomination Sub Category: Best Training Site

Nomination Title: Cisco.com “Support Highlights”: Fast Track Training that Customers can Apply Immediately

When was this web site or blog first published? The "Support Highlights" carousel on the Cisco.com Support home page launched in July, 2015. The carousel area is updated bi-monthly, with at least one of the four featured training items replaced.

Briefly describe this entry’s communications objectives and how it met those objectives (up to 200 words):

The Situation

Each month, millions of customers worldwide visit the Cisco.com Support site with a singular aim: Solve a technical problem. In parallel, Cisco teams are continually refreshing the website with content, automated tools and personalized applications.

The Training Challenge

How do you train IT professionals – seasoned and new – who would benefit from online enhancements yet have little disposable time?

The Analysis

Cisco.com metrics spanning five years revealed the #1 and #2-ranked instructional resources were at-a-glance sheets and videos under four minutes in length.

The Solution

The “Support Highlights” carousel on the Support home page offers –

- Downloadable at-a-glance sheets. Heavy on visuals and light on verbiage, they cover web and mobile support basics as well as new tools and applications.

- Instructional video spots. Trailer-length productions deliver tips from Cisco engineers on how to avoid and solve network problems. The Cisco Support YouTube Channel serves as a growing library.

The Results

In 2016, Cisco received accolades from customers such as, "simple and short fits my needs” and “training I can save for reference works with my schedule.” During the year, “Support Highlights” carousel downloads grew 235% to 4,133 per month, and YouTube video views grew 145% to exceed

List the appropriate creative and production credits for this entry:

The Cisco Services “Software, Systems & Operations” group maintains all Cisco.com Support home page elements, including "Support Highlights," under the leadership of Director Kara Adams.

All at-a-glance sheets and videos are produced by Senior Communications Lead Chris Vasan and Communications Associate Travis Williams, who also authored this award nomination.