Beyond membership, TSIA offers a variety of diagnostic evaluations and certifications through our Operational Best Practices (OBP) programs. These rigorous assessments allow technology companies to accurately measure all aspects of their customers’ technical support experience, from their interactions with their people, processes, and technology, as they strive to provide the best customer experience and establish themselves as an industry leader in customer satisfaction.

As the first company in the history of the program to receive ten consecutive certifications, we'd like to honor Cisco Systems in receiving the J.D. Power Certified Technology Service and Support certification, which was jointly developed by TSIA and J.D. Power to measure dedication to service excellence. We asked Cisco's Joe Pinto, SVP, Technical Services, to share with us some of his thoughts on what this Operational Best Practices program has done for their organization and for their customers.

Q: How would you describe the impact that the J.D. Power Certified Technology Service and Support (CTSS) certification program has had on your business over the past 10 years?   

Joe: Having a clearly defined, objective standard for evaluation of our technical service business and having an annual assessment against that standard has provided a needed external view of our people, process and tools. That external view has reconfirmed the areas where we believed we were doing well, helped identify areas for potential improvement and provided annual insight into the results of improvement initiatives.  

Q: What are the key ingredients to your overall success with this certification program and what advice would you give others who are contemplating their certification journey?

Joe: The key ingredients have been providing clear communication and focus around the need for this certification, keeping the focus on doing what is right for the customers instead of just blindly following the standard, and having a clear, internal playbook for execution of the internal assessment and preparation.

The advice that I would give them would be that process matters. Process helps your people scale, and a focus on process consistently makes you and your company better.

Learn About TSIA's Operational Best Practices Programs

Q: What has been the top internal as well as the top external value of this certification program to Cisco?

Joe: The top internal value would be that we believe in our people, process, and technology, and are open to learning more and improving our talent and technology. The top external value would be an assurance to our customers that Cisco delivers “an outstanding customer service experience” for them worldwide.  

Q: Based on your experience, how can a company extract the most value from participating in any of TSIA's Operational Best Practices or Certification programs?

Joe: Realizing that it is a journey of continuous improvement is the best way to find the value in the certification process. Regardless of what you score on the audit or the customer satisfaction survey, there are always areas for improvement and areas for focus for the next year.  

Q: What benefits have your customers experienced as a result of Cisco's participation in the CTSS program for the past 10 years?

Joe: A global consistent level of service for customers and partners across all geographical regions and technology. 

Q: In your own words, why should other companies consider participating in TSIA's Operational Best Practices or Certification programs?

Joe: The program provides a clear set of best practices which you can use as a roadmap for improving your business and your customer experience. If you truly want to get better for both your employees and customers, this is the way to do it. 

Learn More About Cisco's Certification in this Video Clip

Adding to Joe's experience participating in the J.D. Power Certified Technology Service and Support Program is Dillard Myers, Cisco's VP, Global Service Logistics and Operations. Here's what he had to say about the process and what it's meant for Cisco Systems.

Want to Get Certified?

Congratulations once again, Cisco, on your 10 years of certification and continued dedication to your customers! If you're a TSIA member wanting to officially assess, improve, and/or recognize your technical support capabilities, customer satisfaction, and world-class business processes, please talk to us about TSIA's Operational Best Practices Programs to achieve operational excellence for either your technical support or professional services business.

 
 
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Nicole Dornsife

About Author Nicole Dornsife

Nicole Dornsife is the senior content manager for TSIA. She has over 10 years of experience writing for the software and SaaS industries, and joined TSIA in 2014. She manages the TSIA blog and regularly collaborates with TSIA's research team and partner companies to publish their insights on the latest news in the technology and services industry. She also provides editorial support for Technology & Services World conferences. Nicole may be reached at nicole.dornsife@tsia.com.