Sprint's story with Premier Support

[#1]

WATCH HERE: LINK TO SPRINT'S CUSOTMER JOURNEY 

As the above video shows, HP Software Premier Support works tirelessly to achieve outstanding results for its customers. You can read more about our journey with Sprint in a previous blog post, but we felt it was worth using this case as an example of the outcomes Premier Support can deliver.

With 40,000 employees and over 53 million customers, Sprint is the second largest telecommunications company in North America. They came to us with the task of replacing 29 home grown applications and merging them into one integrated service management solution. Along with this they wanted us to maintain the high level of customer satisfaction they were already achieving AND they wanted it delivered in only 12 months. Not so much a sprint as a fast marathon.

They opted to partner with Premier Support because they understood we could offer the high level of focus, alignment and knowledge required for the process. Integrating all the existing applications into one solution the target was to increase the level of application availability, increase IT productivity and reduce IT footprint costs.  On our side we were keen to allow Sprint to resolve problems quicker whilst ensuring we kept disruption to the system to a minimum and maintained the same levels of end user access.

To deliver this we pulled together a team of assigned engineers, a dedicated Enterprise Services Manager, and a HP Services Software Account Manager. Together they worked with Sprint to increase the predictability of the support experience, improve agility and deliver further implementation of HPs performance suite.

I am proud to say we were able to replace all the applications with the one integrated solution Sprint had asked for, automating various processes and resulting in an improved user experience through better business availability. In terms of numbers we were able to achieve 34% faster log-in times and a 30% increase in the visibility of incidents. On top of this by teaming up with HP Premier Support Sprint was able to improve their traffic through-put and processing ability by a huge 95%. And we were able to deliver all of this four months ahead of schedule.

We have helped Sprint to establish a growing platform which will enable continuous process improvement and deliver a crucial software service. What not let us do the same for your business?

[#2]

There has been  a major Policy Change within HP. Specifically in regard to HPs wireless printers namely the HP Photosmart C4780. The Policy Change effects All major distros of Linux - Fedora Opensuse Ubuntu et al. I  know because I installed and tested them all.

A year or more ago HP had Linux drivers that supported this printer. Now the Policy of HP has been to withdraw that support. Have HP signed an agreement with a clause in it which forbids HP offering wireless networking to this printer? I suspect that the answer is yes.

So - what happens to SMEs that have purchased this product and expect wireless network support? Are they then to be told "Oh sorry you have to run Windows!" This is poor strategic planning on the part of HP.

So I want to know is Who made the planning decision?

David Cooper

Chairman

Green-Base Exchange

[#3]

Hi David,

We are in the process of locating the best team to work with you on this issue.  I am sorry for the delay. I wonder if you would be able to send an email with your contact information to gregory.copley@hp.com so that we can take some more details to get you connected with the right Business Unit.

Kind Regards,

Aileen