Enhancing the China TAC Partner Enablement Program with Cisco Black Belt Academy

At Cisco, we believe in assisting our Partners 360 degrees during the entire sales lifecycle. Hence equal weight is provided to Cisco Black Belt trainings that enable our partners on Sell and Deploy, as well as post-Sales Support around our latest Cisco solutions.

Cisco Black Belt Academy offers role-based enablement to various Partner roles in a digital and scalable way without any cost. These trainings equip Cisco partners to deliver successful outcomes for our joint customers while improving customer satisfaction that leads to business stickiness.

Two years ago, the Greater China Partner Enablement team along with Greater China TAC collaborated with Black Belt Academy to up skill Greater China Partners. They were able to effectively troubleshoot customer issues themselves, resulting in reduced TAC volume along with SE post-sales efforts. The joint collaboration has created wonderful results along with many firsts in last two years that other regions can now replicate as a best practice.

During the period, Greater China TAC held a total of 13 troubleshooting sessions, welcomed more than 1100 participants, and the Black Belt team developed 12 Mandarin Learning Maps. These learning maps are designed to up skill partners’ technical expertise across Cisco Data Center, Enterprise Networking, Collaboration and Security products, as well as help the partners accelerate time to value and advance their competitive edge.

It was a true win win:

◉ Greater China Partners – Become self-dependent in troubleshooting low- to medium-complexity customer issues without opening a TAC SR every time, leading to lesser resolution time and higher customer satisfaction

◉ Greater China Partner Organization – Gets to leverage Black Belt engine to provide enablement on-demand and at scale to Greater China partners, free of cost

◉ Black Belt Academy – Gets ready-to-use Mandarin content to include in our Black Belt learning maps, which is the latest information and comes straight from the TAC SMEs

◉ Greater China TAC – Gets lesser low-complexity cases to handle from Partners with Partner Support Services (PSS) contracts, reducing unnecessary case volume

Black Belt Support tracks assist Cisco Partners in managing and troubleshooting the latest Cisco technologies. With the right training, partners can effectively help and support our customers in managing their Cisco Solutions.

Source: cisco.com