HP today announced an enhanced services support program that uses
advanced automation and mobility technology to resolve client problems
quickly, proactively and with minimal disruption.
The HP Next Generation Customer Support Experience will help businesses and
governments in their pursuit of an Instant-On Enterprise. In a world of
continuous connectivity, the Instant-On Enterprise embeds technology in
everything it does to serve customers, employees, partners and citizens with
whatever they need, instantly.
The HP Next Generation Customer Support Experience features technology
support that is designed to help deliver:
- Reduced outages and lower total cost of
ownership through personalized, proactive support capabilities
that enhance the value of clients’ existing technologies;
- Quicker problem resolution with advanced,
24/7 remote monitoring that automates diagnostics and
notifications for HP and multivendor products. HP support
addresses issues with its own technologies in addition to
- Reduced staff time spent on maintenance
with automated service requests that direct products needing
attention to top HP services professionals, so clients can stay
focused on running their businesses, instead of performing
- Personalized and proactive support
designed to improve the health and performance of clients’
technology environments with a new support portal; and
- Entitlement based access to HP system
updates, including the latest support “how to” information,
upgrades, user forums and HP experts.
- Guaranteed use of only HP genuine parts;
HP genuine parts always in stock.
“Clients deserve an excellent customer support experience that provides
lightning fast responses in addition to increased overall value,” said Gary M.
Budzinski, senior vice president and general manager, Technology Services, HP. “Building
on our industry-leading positions in customer loyalty and customer satisfaction,
the HP Next Generation Customer Support Experience is an evolutionary next step
in enabling clients to maximize their technology investments.”
Concurrent with the announcement of the HP Next Generation Customer Support
Experience, HP intends to limit access to the company’s intellectual property
over the next 12 to 18 months to warranty and support agreement customers. This
will allow HP and its worldwide network of authorized support partners to
enhance the HP Next Generation Customer Support Experience for warranty and
support agreement customers, while aligning HP’s intellectual property
protection practices with industry norms.
The HP Next Generation Customer Support Experience will be rolled out in
phases over the next 12 to 18 months.