TS Advantage
Learner
Customers, Sales Teams, and Cisco Executives
Stakeholders
Engineering, Technical Services, and Middle Management
Cisco® Technical Services (TS) Advantage was the first comprehensive, flexible, premium technical support service on the market. It provided proactive assistance, IT best practices, and operational expertise to increase efficiency and minimize downtime.
The offering was complex, and even Cisco’s own salespeople didn’t know how to sell it. Customers, sales teams, and even executives lacked awareness and understanding. We first had to create clarity, engagement, and confidence across all three groups before sales could happen.
Challenge
I designed an innovative multi-media learning experience that transformed dense technical content into engaging micro-learning. The program mapped the customer journey—Awareness, Consideration, Decision, Retention, Advocacy—making the service approachable for both technical and non-technical audiences.
The focus was shifted from what and how we sell to how we help clients achieve business outcomes: reduced costs, greater efficiency, lower risk, and increased agility. This repositioned the conversation around measurable operational results..
Solution
MS Office, Cisco LMS, Cisco Webex
Tools
My Role
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Developed service positioning, messaging, and all collateral.
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Simplified complex technical content into clear, engaging narratives for each audience.
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Designed and delivered training, webinars, and supporting resources.
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Partnered with engineering and SMEs to identify their needs and shape learning objectives.
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Facilitated train-the-trainer sessions and provided ongoing implementation support.
Short Videos
