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On October 2, Hewlett-Packard announced that it is a recipient of
a 2001 STAR Award from the Service & Support Professionals Association
(SSPA). The STAR awards are given annually to recognize excellence
in software and technical support.
Competing companies undergo a rigorous self-nominating process,
and SSPA’s advisory board members select the winners. HP entered
and won in the category of Sustained Performance, demonstrating
three consecutive years of outstanding overall software support,
including high levels of customer satisfaction. The award-winning
submission showcased HP Response Centers as well as the Web-based
IT Resource Center.
Companies competing in this category were scored on:
- Managing customer relationships
- Customer satisfaction
- People programs;how the support centers develop and manage the
support staff and culture of the organization
- Support automation tools: planning, telephony, problem and call
management, and knowledge base systems
- Electronic support services
- Support metrics
The Service & Support Professionals Association, founded in 1989,
focuses on the specific needs of service executives who are responsible
for support centers and overall customer relations. The organization
represents 14,000 service professionals at member companies worldwide.
This is the first time HP has sought and won this well-respected
industry prize. Previous winners in this category include Xerox
and Microsoft.
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