The HP ANZ CS department embraces a ‘customer obsession’ culture to drive a world-class customer experience. HP ANZ Customer Support’s vision is to create the best employee experience for the team, creating the best customer experience. HP continuously strives to develop strategic contributions to our ANZ’s business and professional growth.

Life is about preparing for leadership moments. Being there for our customers during COVID 19, the Bush fire, supply constraints, and floods were a few of those moments in 2021. However, despite the above, the program’s scope was to meet the SLA consistently and have minimal disruption for the customer especially for student learning in metro, regional and remote areas. The main approach followed here was to use ITIL service strategy, where the current process was reviewed to analyse what needed a change to enhance the team productivity and increase the customer satisfaction. HP’s priorities, driven by big data, is to be a leading and systematically adaptable organisation, resulting in vast improvements of operational effectiveness for actionable insights.

HP prepared for turning the rogue waves and developed strategies to drive the shift to Support the services business and enable new business models​. To improve the customer experience, we ​accelerated the use of Analytics and digital transformation to support current and future business needs. HP introduced Robotic Process Automation (RPA) BOT’s leveraging Artificial Intelligence to automate the customer service call logging process and reduce troubleshooting.  Enabling bench repair for contactless repairs, strategic positioning of parts and acurate forecasting of incoming call volumes. The health of the customer environment is managed with the help of digital platforms where a dashboard was developed to monitor the call volumes, aged cases, response, and resolution at the account levels.

Reactive-to-Proactive-to-Predictive with agility is the journey that HP has embarked on, thereby “Making Life Better” for our customers & partners.

Commitment to diversity, equity and inclusion is not just rhetoric, but also in the action that we take. HP believes in creating a powerful culture of diversity, equity and inclusion. Advance human rights, social justice, racial and gender equality across our ecosystem, raising the bar for all.  Regular virtual ‘Get Togethers’ for all CS staff was held to hold up morale during the pandemic.  We retained our contract-based technicians and continued to pay them through the lean periods during the pandemic.

At HP, Sustainability is an integral part of our culture.  In line with this commitment, we engage in business relationships with suppliers sharing similar vision and values.  The implementation of streamlined processes and automation reduced revisits for repairs to our customers resulting in the overall reduction of the carbon footprint.

For information about HP PPS Australia, visit hp.com/au-en/