Cisco Systems is the worldwide leader in providing end-to-end
networking solutions for the Internet. Their mission
is to shape the future of the Internet by creating
unprecedented value and opportunity for their customers,
employees, investors, and ecosystem partners.
Cisco Systems determined the need to improve and optimize
relationships with their customers.
To accomplish this, executive management developed
an initiative to deploy a closed-loop sales and marketing
initiative required integration of customer-related
data throughout the enterprise, which had previously
been carried in a multitude of disparate legacy applications.
Selecting Quovera provided Cisco with a team that has strong
internetworking industry background and a successful
track record for managing, architecting, designing,
and implementing scalable, flexible and maintainable
solutions for customer relationship management (CRM).
The Quovera Solution
Over the past four plus years,
Quovera has helped Cisco develop the vision for Customer
Connect, as well as manage, architect, design and
implement the first four reference databases in the
program plan. The strategy involved multiple phases
of reference database implementations, each focused
on a specific aspect of the customer relationship.
The architecture is designed to work non-invasively
with Cisco’s existing transactional systems, reducing
development impact and on-going maintenance costs.
Quovera was awarded the "Outstanding
Contributions" award from Cisco for its work
on the Customer Connect initiative. Customer Connect
uses a set of defined business processes and reference
databases to integrate and enhance customer data,
allowing Cisco to increase revenue and lower the cost
of sales by better anticipating and supporting customer
According to Amy Christen,
director of worldwide sales development and former
Customer Connect business champion for Cisco, “Customer
Connect is a leading-edge, world-class approach to
integrate our systems from a customer’s perspective.
Companies around the world are trying to achieve this,
and according to our suppliers, we’re way ahead. Quovera’s
unique blend of business knowledge and technical expertise
enabled them to define a cross-functional architecture
across our sales, marketing, finance, customer service
and channel organization."
Better customer retention
Decreased cost of
Diminished cost of
Technologies and Solutions
8.x, 8i databases
Oracle Designer CASE
4.x, 5.x, 6.x for web and client-server interface
cleansing / data enrichment product
Proprietary business rules engine, event notification engine,
issue tracking mechanism, error handler, application
security features, and other reusable components