What Service Customers Care About – skilled personnel and geographic distribution
In my last blog on the 12 value points framework, I covered the Services Portfolio. Today I’ll review HP’s value points 3 and 4 – the importance of having suitably skilled personnel available for your services support and the value of a geographically distributed service provider. Both are critical to delivering the HP Technology Services Support experience customers expect from HP.
Personnel
Unauthorized Service Providers frequently claim to have a seasoned, highly trained pool of certified technicians. While anyone can receive training on career certifications, only HP employees and our authorized Partners are able to access training for our higher level technical certifications. If an unauthorized service provider has hired away an HP employee with certification, that knowledge will quickly become outdated without access to new training. In addition, our competitors don’t have access to the engineering expertise we have in the groups that design and build our products. In today’s more complex and mission critical environments – including areas like Cloud, what a Support Technician or Customer Engineer needs to know is much more than just how to replace a broken part. This is a real differentiator for HP. Customers want to know they can depend on the support, and HP’s employees are the best in the business. Click into our “meet the HP Technology Experts” site to see for meet our skilled, dedicated employees and see for yourself who supports the HP brand.
Geographic Presence
The fact is that many of our customers, like HP, are global entities with facilities in countries around the world – including developing countries. Other customers may not yet be global, but may see this as a future business direction. HP’s ability to leverage our presence in 170+ countries with both HP badged resources and a partner network of over 177,000 partners is an important differentiator versus regional or local competitors for our customers with future business expansion plans. Explore HP’s worldwide geographic reach and extensive services portfolio at the HP Technology Services site.
In my next blog – I’ll talk about points 5 and 6. Specifically, information related to HP’s value points of Relationship with OEMs / product certification and Access to spare and replacement parts. Both are critical to delivering the Technology Services Support experience customers expect from HP.
For more information on Technology Services go to HP.com - Technology Services
Previous blogs in this series: The 12 Points of Value/1-Customer Needs; 2-The Service Portfolio
Steve King is WW VP of Global Deal & Field Development 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.
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