When I think about what we've done recently to improve our customers' experience with Cisco, the Cisco Support Website immediately jumps to mind. The web team actively consults customers and seeks new ways to improve the web support experience. I've invited Glenn Schleicher, who leads the team, to discuss our software download initiative and the impact our customers are seeing.

 By Guest Contributor Glenn Schleicher

As we try to fully appreciate how online pain points affect you, stories like this one really stick with us.

The "Overnight Wiring Closet" Remedy

Imagine that you are Cisco partner "Bill," who shared this method for getting large UCS software images:  At the end of his day Bill would leave his laptop in his last customer's wiring closet, start the download for the image he'd need the next day, hope it wouldn't be interrupted overnight, and then retrieve the laptop in the morning before traveling to his next customer's network upgrade.

Surely Cisco can do better than that in distributing software for its product lines.

Read the full article: The We're Listening Blog: What Are We Doing About the#1 Task on Cisco.com?