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In 2001 Cisco sold more than 17 billion of a total 19 billion worth of routers switches and other network interconnect devices over the Web Ciscos Web site wwwciscocom has evolved over several years beginning with technical support for customers and developing into one of the worlds largest e-commerce sites Today Cisco offers nearly a dozen Internet-based applications to both end-use customers and reseller partners Cisco began providing Internet support in 1991 Software downloads defect tracking and technical advice were the first applications In 1994 Cisco put its system on the Web and named its site Cisco Connection Online By 1998 Ciscos customers and reseller partners were logging onto Ciscos Web site about one million times a month to receive technical assistance check orders or download software The on-line service has been so well received that over 90 of all customer service inquiries are delivered on-line as are 90 of software updates Cisco builds virtually all its products to order so there are very few off-the-shelf products Before the Cisco Web site ordering a product was lengthy and complicated Cisco began deploying e-commerce tools in 1995 and by 1996 the Internet Product Center allowed users to purchase any Cisco product over the Web In 1999 the same customers engineer could sit down at a PC configure a product on-line immediately detect any errors and route the order to Ciscos procurement department Ciscos large customers take advantage of immediate and automatic access to Ciscos on-line ordering configuration and technical support tools But because of their large purchasing volumes these large customers sought a faster alternative to Ciscos Web site Therefore an alternative program was launched in 1997 that interactively links the customers and Ciscos computer systems over the Internet In this way the configuration of the new system and the price is validated at the customers own PC before the order is placed With on-line pricing and configuration tools about 98 of the large orders go
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