Simply Outstanding ‘Behind the lens’

[#1]

In a previous blog I mentioned how proud we were as a team to achieve an ‘Outstanding’ accreditation from the TSIA. But behind any accolade worth having is a lot of hard work and dedication.

Having acknowledged experts from the world of customer service pore over your procedures, processes, tools and then evaluate your people too can be a nerve-wracking experience, but of course it is also a chance to learn from the best. Here are just five examples of what we changed and why as a result of our TSIA audit.

1. Significant growth Investment in multiple diagnostics lab environments globally to accurately replicate customer issues. To help with this, we have also invested in the popular WebEx platform as well as HP’s secure Virtual Rooms. We can see what you see at any time and this is significantly decreasing time to resolution.
2. Redesigned escalation procedures to create greater executive visibility and involvement and a better overall communication with customers, which is having a positive effect both on number of escalations and time to resolve issues.
3. Revised focus on Proactive Premier teams to look at licence deployment and the value customers are receiving by growing our proactive resources.
4. More customer guidance on product enhancements. Our future product design now takes more  input from the HP Software Support Online and of course our regular Customer Advisory Boards.
5. More resilient Disaster Recovery Plans, Documentation and Testing. While no support person ever gets complacent, we outlined to the TSIA a very detailed plan to maintain 24 x 7 operations should a disaster hit any US delivery center and we demonstrated strong redundancy in the systems customers use when seeking assistance. Not sure this is saying that we changed anything. 

Naturally, we are not finished as we are always looking for areas to improve, but we hope that these measures add up to a step change in how we can serve our customers. As always, feel free to comment and feedback on what you are experiencing. It is your opinion, from the other side of the lens that matters.

[#2]

I am having difficulties trying to upload using QC 10.0 with my recent Windows 7 upgrade on the new QA Map step.  Also, it is very cumbersome to right click on Internet Explorer and run as 'administrator' to bring up QC 10.0.  Does HP have a fix for this.  It is a deterrent in bringing up QC 10.0.  Please note that   QC 10 was working fine with Windows XP and I did not have any issue with the 2 I described earlier.  Thank you.

[#3]

Hi kmp58(anon),

Thank you for your comment.

I can refer you to our Software Support Online page: www.hp.com/go/softwaresupport. Here you can talk to a product expert and submit a ticket with a case manager who will help to resolve any issue you have. 

I hope this answers your comment.

Kind Regards,

Aileen Allkins