Case Study

Cisco Case Study

Cisco established the Communications Resource Center (CRC) to make it possible for groups that never had communications expertise to have access to the appropriate staff members. When Cisco encountered challenges tracking CRC projects and productivity, it deployed Workfront to improve reporting and visibility into the team’s service delivery process.

Cisco is the worldwide leader in networking with more than 73,000 employees in more than 165 countries and over $48 billion in annual revenues. It has shaped the future of the Internet, transforming how people connect, communicate and collaborate.

  • Separately managing the work of two client types - pre-funded and pay-for-service clients - required supporting two different solutions
  • Inefficient processes wasted 5-7 man-hours monthly and impacted current projects
  • Existing systems were unable to support both service request management and program management
  • Boosted the CRC team's on-time delivery rate to 99% in just 3 months
  • Saved Cisco 85% in work management investment and 90% in implementation time
  • Enables faster turnaround for new requests
  • Helps ensure high workforce utilization

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