Exceeding Expectations, the blog from HP Software Support
For those of you who I have not yet met, I’m Aileen Allkins and I head up HP Software Support. See my bio below for more about who I am and what I hope we can talk about together. Today I want to welcome you to Exceeding Expectations, the first of several new channels of communication with the HP Software Support team I am introducing to help us maintain a dialogue, even if you have never had to call on our services.
Exceeding Expectations will be a more personal and regular communication platform for HP customers to learn about what is going on behind-the-scenes in Software Support. It offers you the opportunity to provide me and my team with feedback on how you would like to see your support services evolve.
In exchange for your valuable time, I promise to bring you information which will be directly useful to your organization in terms of saved costs, actionable suggestions for improving the IT services you provide and insights into industry trends which might just help you and your team to develop the innovative IT platforms of tomorrow.
Although Support is a people-based discipline, the virtualization of work teams inevitably means less day-to-day contact amongst our peers. I am all too aware that corporate communications are becoming less intimate and my personal aim for this blog is to show that behind the service there is a team of hard-working individuals with names and faces. This team, who I am privileged to lead, also has the passion to exceed your expectations and I hope you can increasingly identify and value them too.
Upcoming issues will provide news announcements about our commitment to ‘Exceed Expectations’, showcase real customer case studies and look at developments from the broader support community, outside of HP - and occasionally outside IT - to create what we hope will be a valuable, easy-to-consume and regular addition to your intellectual capital. You can easily subscribe via RSS and we will Tweet reminders to our articles on our feed.
My first posts will look at our recent attainment of TSIA accreditation, what it means for you and what it took from our team to get there. Then we will delve into how we helped one of Europe’s hard-pressed and largest banks revamp its IT service provision, by listening harder than ever before to its IT support issues, producing a result neither of us had expected.
In future issues we will look at how IT rates against other sectors in the way we support customers, how HP is broadening its channels of communication with customers and I hope to explain why ‘Exceed Expectation’ will, I believe become THE most powerful reason to choose HP Software.
I hope that we can earn a regular place in your professional reading and I would encourage you to let us know how we are doing with your comments to this blog. Just like you, we need your support.
Aileen Allkins, VP, HP Software Support
Aileen Allkins bio
Aileen Allkins is the leader responsible for HP's Software Support organization and its credo of ‘Exceed Expectations’, a vision she developed over of a career dedicated to IT support. Prior to HP, she held global leadership roles at Onyx software and Peregrine, living in both the USA and Europe.
Starting straight from school as an IT trainer, Aileen has also worked in sales, achieving her targets for six straight quarters before moving back into support delivery.
Her 25 year IT support career has seen the tools of IT Support evolve from 5.25inch DOS boot disks to high-speed broadband and community-based issues resolution. By contrast, the basic principles of customer service around understanding, meeting and whenever possible exceeding, expectations have remained constant
Now leading a team of 1300 HP Software Support professionals, her goal is to eliminate corporate waste that from misunderstood, unused or under-used software. Under her leadership, HP’s global support organization has started to execute its 'Exceed expectations' vision, which aims to deliver consistently excellent support for HP customers, ultimately building support into the competitive differentiator for HP Software.
At home with her family and four dogs in rural Wiltshire, UK, she enjoys horse riding and paints abstract canvasses – travel, email and outstanding customer issues permitting.
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