Exascale Services and Customer Excellence

What does the company prioritize to minimize customer disruption?

What is the condition for Cisco's total satisfaction guarantee to be valid?

What can a customer do if they are not totally satisfied with their equipment?

What is the result of the company's customer-centric approach?

How long have some customers been supported by the company?

Why is the written guarantee important to the company?

What is the primary goal of Exascale's service excellence?

What is the significance of Exascale's net promoter score?

What is the role of genuine curiosity in Exascale's sales process?

What is the primary benefit of signing a maintenance agreement with Cisco?

What is the significance of timely responses in Exascale's sales process?

What is the role of clear communication in Exascale's sales process?

What sets Exascale apart from its competitors?

What is the result of following up promptly on any open item in Exascale's sales process?

Exascale services are at the heart of everything the company does, exceeding customer expectations from the first interaction to ongoing support.

Service excellence is a collective effort requiring total commitment from every department within the organization.
It involves moving beyond transactional sales processes and prioritizing relationship building through:
- Effective communication
- Genuine curiosity
- Timely responses
Clear communication is foundational, ensuring prospects receive information transparently and effectively.
Genuine curiosity helps understand each prospect's unique challenges and needs, enabling customization of the approach.
Probing questions create an environment where customers feel comfortable sharing their unique challenges and goals.

The company's net promoter score reached an impressive 90% in recent years, reflecting customer trust and satisfaction.
The score sets a standard for excellence in the industry, driving profitable growth.

Customers who sign a maintenance agreement with Cisco receive substantial benefits, including:
- Priority service with a four-hour response time for devices that are completely down
- A total satisfaction guarantee, allowing customers to exchange equipment if not totally satisfied
The written guarantee, item 11 on the Cisco guaranteed maintenance agreement, ensures customers are totally satisfied with their equipment.

The company's customer-centric approach differentiates it in the market and keeps customers returning year after year.
The company is proud to have customers that have returned to them for support for over four decades.