Advancing the Customer Experience

Every second, thousands of HP’ers are working with thousands of global partners – helping them diagnose and solve complex challenges ranging from insights and engineering, to production, supply chain and marketing.

With these partners relying on our services to remain productive, we know tech hiccups are not just temporary inconveniences; they are make or break for the bottom line.

That’s why we’re not satisfied to just solve problems. From our point of view, we want to take the natural next step and prevent them. Through continuous innovation, we are overhauling our processes and re-imagining a future where customer problems aren’t just solved; they’re preempted.

To showcase this model of thinking, I’d like to share three different stories in three different industries.

Active IT Management (IT Services)

In the field of IT management, the potential hiccups can be dizzying. For Control Group, an IT vendor based in Barcelona, Spain, they need to monitor and protect more than 20,000 devices daily while being under the near-constant threat from cyberattacks and data loss. According to the latest study from?IBM and the Ponemon Institute , the average data breach cost in 2021 was $4.24 million.?

To keep their employees productive and their customers’ data safe, Control Group turned to HP Services and Solutions.

Taking on this challenge, HP deployed one of the most pioneering tools in our toolkit – HP Proactive Insights. Rather than waiting for issues to arise, HP Proactive Insights is integrated with artificial intelligence and deep learning to predict and resolve challenges before the user even notices.

As CEO Josep Obiols said, “HP Proactive Insights has been a revolution for us to simplify computing for our customers through as-a-Service managed IT.”

By constantly monitoring about 1,000 devices for Control Group, HP is working to improve sustainability and security while reducing IT headaches, which allows companies like Control Group to focus on what matters most – the bottom line.

Best-in-Class Sustainability Partnerships (Cosmetics)

As part of our commitment to thinking ahead, HP Services is always considering the entire lifecycle of products. Still, I know how easy it is to take old tech and hide it away in a closet somewhere to deal with later. Many companies use a similarly disorganized process to manage their old PCs and printers.

To streamline this laborious process, HP and a global cosmetics leader recently joined forces. With the cosmetics company moving offices, HP developed a streamlined process that handled the collection, removal, recycling and reuse of over 300 IT assets.

Over the course of two pre-planned “Cleaning Days,” HP and the company’s IT team worked to cleanse all sensitive data from the devices, ensure compliance with government regulations and create metrics to evaluate success.

The results were stunning. Between the devices reconditioned and recycled, 11 tonnes of CO2 GHC emissions were saved – the equivalent of 90 tree seedlings grown over ten years.?

The key to this success was simple: Sustainability must be made painless. As the CTO of the company said, “Working with HP made it effortless. Given a choice, if there is an easy way to do it, that’s the best for everyone.”

Customer Support, Whenever, Wherever (Manufacturing)

For Festo, the world’s leading supplier of automation technology and technical education, IT consistency isn’t just an objective – it’s a business necessity.?

Generating €3.07 billion in annual revenue, Festo is working daily to retain and support 21,000 users worldwide. Festo relies on HP to ensure seamless connections -- from global supply chains to employee workplace experiences -- to continue this prominence on the global market.?

“Speed is king,” says Matthias Schmidt, Head of End User Computing, Festo. “It’s about how fast we can deploy new innovation, how fast can we change direction, how quickly we can move when we see an opportunity.”

Utilizing the HP Service Desk and onsite support has been vital to addressing Festo’s business objectives. Supporting 11 languages and 130K calls annually, the HP Service Desk provides businesses like Festo with a single-point-of-contact technical support solution that’s infinitely scalable.?

At Festo, this support helped enable the emergency transition to remote work for over 6,000 of its employees during the pandemic. During the transition period in 2020, calls to the HP Service Desk increased by 16% month to month. But the 24/7 support empowered the staff to settle into their routines quickly, and the calls for support dropped by 28% the following month.

From this challenging experience, Festo and HP deepened their partnership and advanced the business into a brighter future.

Bringing It Together

Within each of these case studies, HP’s approach to Services drove personalized, unique solutions – but the overall result was the same: Innovation drove progress. Whether it’s sustainability or hyper-scalable customer support, HP is not satisfied with remaining stagnant.?

Because in our business, the most dangerous phrase can sometimes be: “That’s the way we’ve always done things.”