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Three key elements of a great Technology Support experience​. (And a great Support Provider!) # 3

SteveKingatHP| June 8, 2012 - last edited June 26, 2012
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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.

 

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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.

 

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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!  

 

 

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For more information on HP’s Always On Support Experience and the Portfolio offers and capabilities that comprise it - check out our Technology Services website.

 

 

 

UPDATES:

(6/25) - Steve King's interview in TS Straight Talk Podcast Series, at HP Discover 2012

Play the Podcast below:

 

 

If you would like to download this podcast in MP3 format, go to this link.

 

 

(6/10) New video from HP Discover - Steve King reviews Always On Support in 9 minutes

 

 

6/01 Article #2 in this series: The Proactive Support Experience

 

5/24 Article #1 in this series: The Personalized Support Experience

 

 

 

Steve HP Work Photo 2.jpegIf you like this blog and are interested in hearing more ideas about the IT industry, IT services, and similar timely topics, please follow me on Twitter. My handle is @SteveKingatHP.

 

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. 

 

Tags: Always On| Steve King| Technology Services
Labels: Always On Support| Steve King
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About the Author
  • More than 30 years in Sales and Marketing in IT services business. Currently managing global campaigns for Datacenter Care.
  • 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...
  • I have 27 years of system, storage, and networking experience including detailed work with Data Protector (formerly Omniback II) for the past 14 years. My expertise includes StoreOnce deduplication technology, D2D appliances, performance tuning, complex remediation, and online backup integration with applications like Oracle and infrastructure like VMware. Traveling across the United States and Canada as a Sr. Technical Consultant, I deliver specialized 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've been working in HP since 2007 like IT agent, developer, Web designer and then like Web Project Manager
  • 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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