Simply outstanding? Prove it

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It’s comforting as a business leader to believe your organisation is outstanding and it is often quite easy to say it. Having others say it is the acid test.

I have believed for some time that HP Software Support is amongst the best in the business. As you would expect, we measure ourselves constantly across every relevant metric from phone answering times to mean to time to resolution (MTTR) to overall customer satisfaction.  Now, a new independently-validated accolade from the leading association dedicated to advancing the business of technology services, the Technology Services Industry Association (TSIA,) backs up my claim.

Earlier this year, HP Software Support achieved “TSIA RATED OUTSTANDING” for delivery to our North American Customers. This certification is one of the highest forms of recognition available in the service industry and provides credible and independent proof that our ‘Expect Excellence’ vision is producing real results for our customers.

This means a lot to the 1200-strong HP Software Support team and particularly those serving our North American customers whose hard work has earned them the right to boast credentials matched by none of their competitors. Interestingly, this achievement has inspired their colleagues and you can expect more news on other regions over the next 12 months.

To meet the TSIA Outstanding criteria, HP Software Support had to meet or exceed over 125 best practices criteria developed by the industry body over several years. With this level of scrutiny, our best practices were being benchmarked against the rest of the world. Like all the best career achievements, this felt very hard-earned.

Read my upcoming post for a ‘Behind the Lens’ view of what this process meant for our hard-working support teams. In the meantime, do not think we are resting on our laurels, we are not. But we will only succeed with guidance from our customers as to what you value, so think hard and post me some suggestions about how we can improve our service still more.

Related links:

• TSIA ratings
• TSIA ratings awards
• HP Software Support