3 – The Connected Support Experience
In last week’s blog I explained that here at HP we use the terms Personalized, Proactive and Connected to describe our Support experience – and I clarified what Personalized and Proactive really mean and why they matter to our Support customers. Today, I’ll be sharing the third of the three pillars of the optimal customer experience.
The Connected Support Experience
The third element of HP’s Always On Experience is Connected. We provide an end-to-end ecosystem for our customers throughout the whole I.T. lifecycle, starting from when they buy technology from HP. Our Services are a perfect complement to our Products. For example, the HP Support Center Portal, which provides instant visibility and entitled access to the key intellectual capital elements required to support the infrastructure purchased from HP. Plus, customers get access to a community of HP and peer experts, and they can sign up for real-time alerts to have the automation tools notify HP or a customer selected Authorized Support Provider of potential availability impacting issues across the environment. Customers can also place environment-based calls to directly to HP providing single point of contact for end-to-end issue resolution. If the issue is product related, a ticket is automatically opened with a technician, key parts or other resources needed are located in real-time and where required someone is dispatched to the customer site to implement the fix. If we notice a trend among customers with similar issues, our Product engineering teams are engaged to look for ways to improve the product, the software or whatever other elements of the infrastructure are associated with the issue. Our customer facing teams are also part of this end-to-end ecosystem whether it be by providing recommendations on environmental upgrades or by providing recommendations on Support or Consulting portfolio offers that might be beneficial to the customer. Having all these different people and Support solution elements linked and aligned around each specific customer is what we mean by Connected. And one more thing….We do this 7 days a week, 24 hours a day in over 170 countries for both HP and non-HP equipment.
The Gap Between HP and Our Competition
The Always On Support Experience I have described in this article is really something you can only get from HP. Why do I say this? The fact is, our Support competitors don’t have anywhere near the same level of capabilities, tools, portfolio offers, integrated ecosystem, global reach, expert resources or intellectual capital elements as HP. As such, they typically attempt to sell a value proposition of ‘low price’ as a way to overcome their lack of value-add differentiators and true environmental based Support capabilities. As our customers move to Converged Infrastructures and Cloud – I think they deserve better than this. This is why it’s a great time to represent HP’s Support Services!
- The HP Always On Support page: http://www8.hp.com/us/en/business-services/it-serv
- HP Proactive Care Services
- HP Datacenter Care Service
- HP Lifecycle Event Service
(6/25) - Steve King's interview in TS Straight Talk Podcast Series, at HP Discover 2012
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Steve King is WW VP of Competitive Sales for HP's Technology Services Organization. He has 25 years of experience in the IT industry with an extensive background in Services and Sales. Steve works with customers and HP teams on a worldwide basis to help them leverage the unique and comprehensive capabilities of HP to accomplish their business and IT objectives. He is a frequent speaker at HP events as well as a recognized leader in developing HP's Sales talent.