Cisco Case Digest
Case Digest: Cisco ERP and Web-enabled IT
Cisco's success in web-enablement of its IT structure is manifested mostly in the following areas: internal organization development, customer interface, supply chain management, and executive decision making.
Cisco's corporate intranet CEC provides a variety of applications that facilitates information and knowledge transfer between its 40,000+ employees. These include real time access to data, tools and other resources, and online learning. The intranet also serves as a community meeting hall, an internal portal through which messages that reflect Cisco's culture and core values are broadcasted.
Cisco's website cisco.com is a focal point of its customer interface. The site provides around-the-clock customer assistance including problem diagnoses and solutions. As a result, over 80% percent of Cisco's technical support is delivered online, saving the company nearly $506 million in the process (as of 2000). Another benefit is......
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