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HP Always-On Support is redefining customer support

by TS_Guest on 06-07-2011 02:00 PM - last edited on 06-23-2011 02:43 AM

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.



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by shekhar(anon) on 06-15-2011 09:36 AM
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very nice blog

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by AndyAtHP on 06-21-2011 02:47 PM
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Hi guys,

 

Every link I follow talking about the support center seems to take me to a marketing page talking about how great the support center is. I've been unable to find the link to the actual support center.  

 

The page with the link to the video doesn't seem to have an obvious link to anything that looks like the demo in the video.  The link on the right hand side to the 'HP Support Center' just links right back to the marketing page.

 

Is this just me?

 

Andy.

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by Paul Chastain(anon) on 06-21-2011 03:44 PM
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I can tell you that Paul_For_HP on Twitter handles US based Sales Support, and Jeff Contos @HPSupport can help with your technical issues!!

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by DiscoverInsider on 06-23-2011 02:47 AM
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Sorry for the confusion everyone. The new HP Support Center is launching this Sunday on June 26. We've updated the post above to clarify. Very exciting developments, so check back soon to access all the new features on the Support Center!

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  • More than 30 years in Sales and Marketing in IT services business. Currently managing a program on services for x86 based environments.
  • I am a Master Technologist working in the Global Escalation Team for HP. My primary focus areas are SAN, EVA troubleshooting and EVA performance analysis.
  • Candice Held has worked for Hewlett-Packard (HP) for almost 35 years. She has a bachelor’s degree in Electronic Business (E-Business) that she completed while working for HP in 2006. She is now a Communication Specialist for Support Automation in HP. During her career in HP she has had 25 years of experience in communications as a technical writer, technical editor, Management of Change (MoC) representative, and Communications Specialist. She is married and has two adult children. Her hobbies include cross country skiing and fly fishing with her husband.
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  • I am an identical twin. My brother’s name is Greg Tinker and we have been extremely fortunate working similar careers within HP, known to our HP colleagues and many of our customers as "The Tinkers". Our job is to be the technical lead on major business operational outages with millions of Dollars/Euros hanging in the balance. We both have a complete background in architectural, Infrastructure and application environments from both the proactive and reactive side of HP Enterprise Service (HP ES), and HP Enterprise Business (HP EB).
  • I am an identical twin. My brother’s name is Chris Tinker and we have been extremely fortunate working similar careers within HP, known to our HP colleagues and many of our customers as "The Tinkers". Our job is to be the technical lead on major business operational outages with millions of Dollars/Euros hanging in the balance. We both have a complete background in architectural, Infrastructure and application environments from both the proactive and reactive side of HP Enterprise Service (HP ES), and HP Enterprise Business (HP EB). We have always attended the same schools, studied the same material (big surprise, as we are identical twins), and have always worked as a close team and strive to demonstrate our teaming ability’s to others. We each have more than 11 years experience supporting mission-critical enterprise customers on a broad range of technologies. We’ve both won the HP MVP award multiple times as well as coauthored books, programs, and whitepapers in our spare time.
  • Guillaume Oget, Global Industry Strategist for HP Technology Consulting, is responsible for creating a Vertical Industry Strategy covering internal organizational models, industry solutions portfolio, and go to market strategy to enable Technology Consulting to better address Industry specific needs. Guillaume is also leading solution development in the Banking, Healthcare and Retail industry segments. Prior to joining Technology Consulting, Guillaume served as an Industry Architect for the Transportation Industry globally where he initiated cloud solutions and supported consultative selling initiatives. Before that, Guillaume setup and managed a global RFID solutions practice for 5 years, supporting more than 50 projects in industries covering Retail, Banking and Transportation. He had direct assignments with Telecom, Banking and Retail clients in all regions. Guillaume has filed 9 patents, including 5 granted in the RFID space and has a CISSP certification.
  • More than 25 years in the IT industry, managing ITSM, service development and delivery projects in Technology Services. Specialized in end2end support for ISV based business solutions. Certified ITIL and project management expert.
  • Kevin has been the program manager for the HP Web Services Always On Support Communities for the past several years, and is responsible for the administration, management, and planning for commercial and enterprise social media capabilities.
  • I joined the HP family in 1996 after working the previous 10 years as a Field Engineer and finally as a Network Administrator. I started with HP as a Response Center Engineer supporting high-end CPU hardware then was recruited into a new team supporting Predictive Software which evolved into Instant Support Enterprise Edition (ISEE). I now am a Technical Solutions Consultant III working in the Global Competency Center for HP. My primary functions include support for HP Insight Remote Support, its associated applications and am a Knowledge Capture Support (KCS) / Services Access Workbench (SAW) champion for HP. My goal when working with either HP customers or HP's field engineers is to find a solution to the problem as quickly as possible, often other problems are found during the process and the customer appreciates it when those are also resolved. I make myself available and never close a case until both the customer and I are satisfied with the outcome. This process builds true relationships and to my delight this has often enabled me to assist the same people over the years.
  • I have been with HP for 13 years, always in Services - first as a Services Channel Sales rep, then a Channel Services Segment Manager, and now, in WW Technology Services Marketing. These may be my formal job titles, but I'm really a Cheerleader for HP Services! I feel that HP has great services, exceptional Technical Experts and Delivery teams, and so many cool things are going on at HP Services. So, stay tuned...
  • Think technology services is exciting? I do. For me, nothing is better than seeing companies get the most out of their technology & people to do cool things... evolve, merge, grow ... After more years than I care to mention working with HP Customers its still exciting & matters to me. Love sailing too.
  • I have worked with Data Protector (formerly Omniback II) since 1999. Traveling across the United States as a Sr. Technical Consultant, I deliver Data Protector consulting for a broad variety of HP customers.
  • MrCollaboration (aka Jim Evans) is an HP Global Services Alliance Manager. He has worked in the IT industry for more than 30 years, 22 of which were spent with Digital Equipment Corporation, Compaq and HP. He works with many third party vendors and partners to develop processes to facilitate excellent support and service for mutual customers. Jim is also HP’s representative to the Technical Support Alliance Network (TSANet).
  • I've been working in Customer Service for over 20 years. During my career I've provided support services for Languages, Programming Libraries and Operating Systems. During the last 10 years I've provide support for Linux and more recently VMware. My current role is as a Technical Account Manager working in the HP Custom Mission Critical Services Industry Standard Operating Systems team. I provide both reactive and proactive operating system support for proLiant servers and blades. Our services in the Custom teams are built on statement of work contracts for large HP customers who need a customized mission critical support offering.
  • I like to listen as much as I like to talk. Why? My 25+ years in the technology industry has taught me that the key to delivering value to customers is to understand what they value in the first place! I developed this passion for customers and consultative selling during my 12 years with Accenture, and I have continued to approach customers in a consultative way during my 12+ year tenure with HP. I also have a passion for HP given my knowledge of our Product and Service Portfolio and the differentiators we possess that position us as a leader in the areas our customers are telling us they want to go. Converged Infrastructure, Converged Cloud, Big Data – and the associated Service and Support implications – all such exciting technology trends where our success will hinge upon our ability to differentiate ourselves versus others in the areas that matter most to our customers. Right up my alley, and I am proud to be part of the great HP team where I know we have the best solutions in the industry!
  • Tommaso Esmanech is the visionary director in charge of automation strategies in HP Technology Services. He is defining the strategic direction for Technology Services automation, generating new development technology directions by determining the competitive landscape and differentiating HP solutions. Prior to his current role, Tommaso held a variety of global, regional and country positions covering web services, knowledge management, call center operations, partner management, product management and marketing in several companies including HP, Compaq, IBM and Editel. Beyond HP, Tommaso collaborated with Milan Engineering University in the publication of Redesign Post-Sale Support (ISBN: 978-88-203-3887-9).
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