HP has announced a milestone in its evolution of "Always On Support", empowering clients and HP partners to solve support issues on their own terms by providing access to the information, people and technology needed to personalise their support experience.
Enterprises need to optimise products, exchange ideas with peers and proactively prevent problems to succeed in today’s dynamic environment. The new HP Support Centre platform delivers one-stop access to IT professionals, online support tools and the industry’s first mobile technical support application.
In fact, deployments of the HP Support Centre platform have resulted in an 18% increase in Web support customer satisfaction and a 30% increase in resolving clients’ support requests in the first attempt.
“Clients in an instant-on world expect a support experience that delivers immediate access to relevant people and information,” says Leon Erasmus, technology services country manager, HP South Africa.
“Our approach to support has evolved to be more accessible and available – on our clients’ terms – so they can get the most value out of their IT environments.”
The HP Support Centre platform offers clients:
* One-stop access to the HP Always On community to interact with thousands of IT professionals, exchange best practices in problem resolution, and submit content to the knowledgebase. In addition to standard keyword and product search capabilities, clients can rapidly locate information through a step-by-step troubleshooting tool and access the most popular support documents.
* Instant mobile technical support to speed problem resolution for HP and select third-party products via mobile devices. HP is the first to deliver this patent-pending innovation, which leverages the capabilities of smartphone platforms. Expected to be available in app stores for webOS, Android and iOS 4 this summer.
* Online support process management to troubleshoot issues, manage contracts and warranties, submit support cases and connect with HP experts online. These processes are integrated with HP’s call centre infrastructure, resulting in a convergence of service delivery models that improves a clients’ overall support experience.
“HP is applying its strengths in innovation to deliver clients tools that will help them completely refine and refresh their organisation’s technical support practice,” says Rob Brothers, director of hardware and software support services, IDC. “The HP Support Centre raises the bar for clients to take online support to a new level.”