HP has been recognised as an ABA100 Winner for CX Management in The Australian Business Awards 2018.
The Australian Business Award for CX Management recognises organisations that have achieved outstanding results through initiatives that demonstrate excellence in customer experience management.
In 2015, HP South Pacific launched a new range of notebooks in the premium consumer category that lead with advanced technology and with new aesthetically pleasing design. A Project Team involving people in the local Australian office as well as regional people was formed to deliver a Differentiated Support Model for HP’s premium/gaming customers.
HP created a Premium Phone Support Team within its call center. The chosen members of the team were highly experienced in facing customers owing to their long tenure and had a passion for our gaming platforms and were equally adept in customer service skills. The team also underwent enhanced training for technical troubleshooting.
Once the upgraded support was in place by the end of 2016, the next step was to prepare onsite service in Australia and New Zealand. HP started with a selected number of premium products and changed their service delivery from only offering a ‘return to bench’ model to also including onsite support to the customer’s premises using our existing commercial onsite team in major city locations. Throughout 2017, HP expanded the premium products to include a broader range of models and added the ‘Omen’ gaming range.
In late 2017, HP initiated the last phase of the change in support for premium by introducing a new team in the regional contact center that would concentrate on the overall end to end experience of the customer. The Total Case Management (TCO) Team would take ownership of the customer’s case if the issue was not resolved after an onsite visit. Before the introduction of the TCO Team, most of the detractors in our customer satisfaction survey were customers who had unresolved issues. It was identified that the root cause of these unresolved cases was premature closure. By introducing the TCO Team to our support process, the cases could be kept open until resolution. The team would also keep the customer informed at every step in their journey to get their issue resolved.
For further information on HP go to hp.com
The Australian Business Awards are an annual comprehensive awards program which recognises organisations that demonstrate the core values of business innovation, product innovation, technological achievement and employee engagement via a set of established business and product award categories.
The Australian Business Awards are the national chapter of an integrated, hierarchical leadership initiative conducted on a national and international level. Eligible organisations are invited to participate in the international chapter of the program at The World Business Awards whereby participants are provided with the unique opportunity to benchmark themselves against the top performers globally.
The process culminates in the selection of organisations which implement world-class business initiatives, projects, products and services. The award recipients are recognised as the elite of their industry earning a place amongst a distinguished group by having their achievements acknowledged and celebrated.
Organisational eligibility includes private companies, publicly listed companies, multinational subsidiaries, not-for-profit organisations, non-government organisations, educational institutions, franchise systems, partnerships, government departments, government agencies, local government and statutory bodies operating in Australia.
Organisations are required to complete a submission for a specific business initiative, product or service.
Business initiatives can include but are not limited to projects, programs, processes, systems, technologies, developments, ventures and undertakings.
Products can include but are not limited to services, devices, equipment, programs, processes, activities, applications, information, knowledge, software, cloud-based services, platforms, systems and manufactured goods. Products must be commercially available on the Australian market and comply with all applicable Australian standards and regulatory requirements. Product eligibility includes domestic and international products available to the Australian marketplace.
The World Business Awards Framework (WBA Framework) is utilised as a structured model of assessment that enables the participating organisations to be benchmarked against world class performance standards.
The Framework consists of specialised assessment modules pertaining to the evaluation criteria for each of the award categories. The criteria and sub-criteria provide a robust set of requirements that are used as the methodology for benchmarking and learning among the participating organisations.
Organisations that demonstrate the core values of business innovation, product innovation, technological achievement and employee engagement are recognised via a set of established business and product award categories.
The program provides a notable opportunity for high-performing organisations which implement world-class business initiatives and develop innovative products and services to be acknowledged and celebrated for their achievements both nationally and internationally.
Conducted annually, the program engages with organisations worldwide to benchmark the full spectrum of their products, services and initiatives and to review their business performance through a global recognition and knowledge building initiative that is underpinned by the program’s established framework.
The program provides the ultimate platform for building knowledge, increasing brand awareness, equity, loyalty and retention through increased exposure, recognition and prestige.