Technical Support Services Blog
Discover the latest trends in technology, and the technical issues customers are overcoming with the aid of HP Technology Services.

Improving the support experience

By Krista Satherthwaite, HP Expert and Director of Marketing for Technology Services             

 

exec rental.jpgI’ve got to hand it to rental car companies. They really revolutionized the car renting experience. Think back. Remember standing in lines at rental counters. Waiting for the agent to shuffle through a stack on contracts to find your reservation. Signing. Initialing. We accepted it as what you had to go through to rent a car, but we knew there had to be a better way. Now—because of automation—you breeze past the counter to find your car waiting for you. Sometimes with the engine already running.

 

We’ve been working to revolutionize the technology support experience as well. You know the drill. Receive notice of a failure—probably from your users. Rummage through system information and support contracts. Call support. Explain the problem to an agent, again to a more experienced tech, and finally to the real expert. By the time someone solved your problem, you could experience hours of downtime. How about improving that experience? Better yet, why not let you breeze past the whole support call process and just prevent the outages in the first place.

 

We spent some time talking to our support customers about their experience and how we could improve it. And we’ve enhanced the support experience to be more streamlined and more proactive. We call it the HP Proactive Insight experience—an end-to-end manageability and serviceability solution.

It turns out automation is the answer here, too. We enhanced our standard support services with HP Insight Online. It gives you one place to go to track device configurations, service events, support cases, and HP contract and warranty information. Then we automated the support case logging process. If a system detects a problem, a support case is automatically created, and you receive a notification. This can save hours since you no longer need to worry about discovering a problem and calling HP to report it. If you need an on-site repair, we order the parts and give you a call letting you know when we’ll be out.

 

Some of our customers—those with more complex converged environments—need an even better experience. So we developed HP Proactive Care enhanced support service designed to prevent problems before they occur. Proactive Care customers receive regular reports to find and flag potential problems like out-of-date firmware, faulty configurations, unpatched software and logged errors? It also includes priority access to an advanced call center. It is great to breeze past the first-line techs and talk directly to the expert you need.

 

IDC did a survey of HP Proactive Insight experience customers to see how it was working for them. They report customers experienced on average 66% less downtime and saved an average of $112,000 annually due to IT cost reduction and productivity improvements. Read the whole report to see the ROI they achieved.

 

You can also visit The HP Proactive Insight experience which brings together manageability and serviceability to provide a unique, end-to-end solution. By utilizing automated monitoring tools, such as Insight Online and Proactive Care Services, you can prevent problems and minimize unplanned downtime.

 

 

Krista Satterthwaite is Director of Marketing, focused on Technology Services Krista Satherthwaite.jpg

Attach, for the HP Server Group. She has 16 years industry experience and previously managed the HP BladeSystem product marketing team where she was responsible for defining and launching all ProLiant server blades. 

 

Comments
John Borillo(anon) | ‎01-23-2014 01:38 AM

Customer support is a very important aspect of customer care. Whether we bought a flat screen TV or a hamburger, we somehow seek some kind of service or support after the sale was made, particularly if things go wrong. So getting the support experience right can spell success for your company.

Mechelle(anon) | ‎03-17-2014 05:13 PM

I've been trying to get HP support for my probook for a week.  I've gotten nothing but, excuses, lies and run arounds.  Why is it so hard to get help from HP?   I have a warranty that states I am entitled to next day service.  That didn't happen.  It's been a week and I still don't have a working system .   I can't even get someone at HP to call me back when they say they will.

TS_Guest | ‎03-17-2014 05:31 PM

Hello Michelle,

 

I am sorry to hear that your experience with our HP Customer support has not met your expectations.

 

This community is focused in support services for the enterprise; nevertheless, I can help by forwarding your comment and information to the appropriate HP team.

 

Is there a chance you could send me your contact information and the case number in a private message?

 

Here are the steps:

1. create a contributor account on this platform

2. log into your account

3. click on this link: http://h30507.www3.hp.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/35868

4. send me your contact information, details about the issue and the history of your interactions, as well as the case number you should have received from HP customer support

 

Thank you for your time and your understanding.

 

Best,

Isaac.

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About the Author
About the Author(s)
  • I graduated in Software Engineering. Joined HP family five years ago, I deliver Insight Remote Support technical consulting for HP customers, in North America, Canada and Latin America. Assist setting up, installing and configuring the solution in customers' IT environments.
  • 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.
  • 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.
  • Eduardo Zepeda, WW TS Social Media Program Manager & Internal Communications for WW Technology Services Blogging on behalf of HP Technology Services (TS_Guest)
  • 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...
  • Mr_T? Yes, but in name only. No mohawk or gold chains. In real life I'm Jim Turner, a Master Technologist with HP's Integration and Technical Services team. I leverage my 27 years of system, storage, and networking experience to ensure optimal performance with Data Protector and StoreOnce technologies. Many times the source of a problem is not where it appears to be. A broader view of the landscape and a deeper knowledge of system internals are frequently required, and that's precisely what I deliver.
  • 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!
  • Tom Clement has over 30 years experience in the areas of adult learning, secondary education, and leadership development. During this time Tom has been a consistent champion of “non-traditional” training delivery methods, including blended learning, virtual delivery (self paced and instructor led), the use of training games and simulations, and experiential learning. Tom has spent the past 25 years of his career at Hewlett Packard, focused most recently on HP’s global Virtualization, Cloud, and Converged Infrastructure customer training programs. Tom manages the strategic direction and overall performance of these training programs, ensuring these worldwide programs help HP’s customers capitalize on the business opportunities made available by IT advancements in each of these subject areas. Tom and his global teammates utilize best in class instructors, course content and supporting equipment infrastructure to deliver these training programs to HP’s customers. The team prides itself on providing the Virtualization, Cloud, and Converged Infrastructure content customers need when and where they need it, anywhere in the world. Tom is based in the Washington, DC suburbs and can be reached at tom.clement@hp.com.


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