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 Company: Hewlett-Packard, Headquarters in Palo Alto, CA
Company Description: Hewlett-Packard is a technology solutions provider to consumers, businesses and institutions globally. HP Consumer Support Operations EMEA (Europe, Middle East & Africa) has 21 contact centers, 11 business partners, and handles around 665,000 support calls, 78,000 emails, 23,000 chat sessions, 2.5 million Web visits and nearly 70,000 hardware repairs monthly.
Nomination Category: Customer Service Categories
Nomination Sub Category: Best Customer Service Organization
Nomination Title: HP Support Makes Customer Improvements in a Challenging Environment
1. Tell the story about what this nominated organization/department achieved in the past year (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
HP Consumer Support Operations EMEA (Europe, Middle East and Africa) provides
phone, email, chat, Web self-service, and onsite support for HP consumer
products in 23 languages. The EMEA region includes 99 countries.
Our organization is highly customer-centric; all planning, processes,
communications and improvements are customer feedback driven. The main
challenge in 2006 was to improve the customer support experience despite strict
budget constraints, a merge of the Consumer Support and Supply Chain
Organizations, staffing redeployment, and limited IT resources due to a major
global re-engineering initiative.
Our 2006 improvements fall into three categories: 1) Expansion (e.g. volume,
geographical, supported technologies and service offerings), 2) Infrastructure
(e.g. systems and people) and 3) Compliance.
Expansion:
* Personal Systems Group expanded into Poland, Czech Republic, Slovakia,
Greece, Turkey, Russia, Middle East, Israel, South Africa and Morocco – HP
began offering phone support for laptops in the above ten countries, and
desktop support in Greece and Turkey.
* Snapfish/Pixaco support – HP integrated first level support for
Snapfish/Pixaco customers into our support operations while rebranding Pixaco
to Snapfish. The integration is now done for 13 countries and the support
volumes have exceeded expectations.
Infrastructure improvements:
* Global Business Transformation – In 2006, HP’s IT and business organizations
began implementing a roadmap for transforming IT, consolidating data centers,
and re-engineering support infrastructure by the end of 2008. HP designed
global processes and deployed the platform in three EMEA countries, with the
rest of EMEA to follow by April 2007.
* Product entitlement tool – This tool was implemented to help customers
determine product warranty status, and to direct out-of-warranty (OOW) callers
to paid phone support. In addition to improving customer satisfaction, this
tool reduced OOW call volume by approximately 30 percent.
* Out of warranty referral page – Customers can now price and order hardware
repairs and exchanges on this Web page. The page receives 20,000 visits a
month, saving HP money due to call reduction while maintaining high customer
satisfaction.
* Vista implementation – HP’s consumer product groups worked with Microsoft to
develop and communicate product support plans for the Vista operating system.
After the Vista launch, Vista-related traffic on hp.com increased more than 13-
fold.
* Sales at point of support – HP implemented new processes that enabled phone
agents to up-sell and cross-sell hardware, accessories, supplies and support
services. Between August and December 2006, we went from a zero to ten percent
conversion rate.
Compliance:
* Reduction of Hazardous Substances Directive (RoHS) compliance – EU
legislation banning hazardous materials in electronics required HP to provide
replacement products for all non-compliant products sold in the EU before July
1, 2006. The implementation was completed on time, on budget, and with
negligible business impact.
Given the many challenges, 2006 was an excellent year. Despite the limited IT
resources and budget constraints, our organization significantly enhanced the
customer experience. We delivered solid operational performance, including an
increase of 5% in call, email and chat customer satisfaction, won several
awards, and complied with new European legislation.
2. List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:
HP Worldwide Support: http://www.hp.com/support
HP Consumer Support & Services:
http://welcome.hp.com/country/uk/en/support.html
HP Total Care: http://www.hp.com/uk/totalcare
Snapfish by HP: http://www.snapfish.com
Product Entitlement Tool and Out of Warranty Referral Page:
http://ipg-emea-support.ecsc.external.hp.com/Referral/Login.asp
3. Provide a brief (up to 100 words) biography about the leader(s) of this nominated organization/department:
Joan Cañigueral is the head of HP’s Consumer Operations, Imaging and Printing
Group (IPG) for Europe, the Middle East and Africa (EMEA). Joan leads the
Consumer Support & Supply Chain group and manages tactical execution as well as
strategic development. He also is responsible for supporting PSG (Personal
Systems Group) Consumer products in EMEA.
Formerly, Joan was Director of Supply Chain Operations for IPG Consumer
products in EMEA. Joan began his career in 1985 with HP’s Barcelona Peripherals
Operation.
Joan holds a Masters Degree in Telecommunications from the University
Politecnica of Catalonia and a MBA by ESADE in Barcelona.
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