By Joe Polino
HP is making major changes to the customer support our Technology Services organization delivers—we're making sure you get the resources your organization needs to succeed in today's Instant-On world. Technology Services offers tightly integrated, end-to-end support with a single point of contact that best serves you, the customer, and on your terms. Our HP Always-On Support is evolving to be even more personalized, more proactive and more connected than ever.
HP Always-On Support is redefining customer support: We're fixing your technology before it breaks, maximizing the value of your HP technology investments and introducing new support services you can't get anywhere else.
On June 26, the launch of the HP Support Center (HPSC) customer service portal will be just the first step in our ongoing evolution of HP Always-On Support. The HPSC is your one-stop, personalized support platform that melds together all aspects of online support for an easier-to-use, more comprehensive experience. It is one of the most complete and customizable support portals in the industry. Its vast knowledgebase extends from HP's data center and desktop products to select third-party products from our partners. Also, thousands of IT professionals contribute to the customer forums every day, expanding the HP community's collective knowledge through their real-world experience.
Industry-leading support capabilities
How you access that knowledge is up to you—after all, in the Instant-On world, you need flexibility and choice to accommodate your organization's business operations. Industry-leading capabilities of the HPSC include keyword and product searches, a step-by-step Support Wizard troubleshooting tool, and lists of the most popular support documents. And this summer, HP will deliver an industry first: a mobile technical support app that will connect your cell phone to online support data for HP and some partner's products. You'll even be able to use it to chat with our support agents. This new app will be available in app stores for webOS, Android and iOS 4 devices.
HP's Technology Services is also different in the way we support software from our partners. Through the HPSC portal, you can see everything in your HP environment. When you purchase enterprise HP products, you're getting a multi-vendor solution that includes HP's hardware and alliance software from companies like Microsoft and VMWare. HP Always-On Support offers technology support for that entire system, from the box to the OS to the virtualization applications and beyond. So if you have a technical issue with that system, we'll help you solve the problem regardless of where the problem lies.
As HP Always-On Support continues to evolve over the next 12 to 18 months, the HPSC will be updated with exciting new features. This summer, expect to see features that further strengthen the connections between your technologies and HP's Technology Services. For instance, the HPSC online support is integrated with HP's call center backend infrastructure, which means we can bring you features that strengthen the connections between your technology and your customer support. You'll be able to manage your contracts and warranties online, submit and track support cases online and even chat with an HP expert—all through the single support portal.
Stay tuned, too, for exciting announcements about our alignment with our channel partners and deeper integration with our services delivery. HP's customer services is set apart by the choices we offer our customers—and we're going to continue to deliver more choices that give you greater access to the support you need to keep your technology running.
Explore HP's Always-On Support to find the services you need to stay connected in today's Instant-On world.