HP Helps Organizations Enhance Customer Engagement via Social Networks

ASIA PACIFIC, 3 May 2012 — HP todayannounced enhancements to its customer relationship management(CRM) services that help clients engage in conversations withcustomers and influencers through social media channels, gainingvaluable insights that drive business growth. 

Facebook, Twitter and other social networks have changed consumerbehavior while adding a layer of complexity to the company-customerrelationship. Traditional CRM programs and architectures, designedprior to the emergence of social networks, hinder organizationsfrom leveraging these outlets to develop strategies and create aframework for expansion. 

Thenew HP Social EnterpriseServices helporganizations quickly implement a social CRM program to improvecommunications and engagement with customers, while also helpingthem to better understand those customers. By leveraging advancedanalytics fromHP Labs, the company’s central research arm, as well asVertica and Autonomy, both HP companies, for structured andunstructured data, the service also improves contact centerperformance and support clients’ top-line growth.    

HPSocial Enterprise Services incorporate social media channels intoexisting contact center channels to provide organizations with aholistic view of their customers. By integrating social mediastrategy, process, information, analytics, technology andhigh-performance contact center teams, organizations can rapidlydeliver new products and services that are aligned with customerrequirements, establishing a solid competitive advantage. 

"Leading companies, particularly in business-to-consumerindustries, have recognized the importance of tapping intocustomer-to-customer communications and engaging in these socialconversations," said Joe Outlaw, principal contact center analyst,Frost & Sullivan. "Drawing on its strong analytics capabilitiesand deep CRM experience, HP has created a uniquely powerful socialCRM service. This service offers companies a full set of tools andmethodologies designed for rapid start-up and seamless broadeningand deepening of social CRM programs as strategiesdictate." 

Partof HP Customer EngagementManagement, HPSocial Enterprise Services provide two service models: HP AgentServices to engage with customers in social media channels and HPSocial Media Analysis to mine the social web for information andinsights on customers. Key features include:   

  • Listening Service – monitors a client brand or product insocial media channels to identify new engagementopportunities.  
  • Analysis Service – leverages various analytics to gain insightinto client, competitor and industry trends to refine the company’ssocial media strategy.  
  • Routing Service – directs engagement opportunities to internalstakeholders, such as customer service, marketing, sales andproduct development for prompt action.  
  • Engagement Service – leverages insights derived from analyticsto rapidly respond to customer inquiries and comments in socialmedia channels.  
  • Reporting Service – provides daily snapshots, weekly summariesand monthly reports of insights, analysis and opportunities tomeasure program success. 

Whenbundled, HP Agent Services and HP Social Media Analysis allowclients to manage customer relationships more effectively bykeeping pace with social media and analytical technologies. 

"Social media has become a game changer in company-customerinteractions, and it needs to be integrated into an organization’scontact center," said Rajesh Narasimhan, vice president,Applications and Business Services, Hewlett-Packard Asia Pacificand Japan. "HP Social Enterprise Services take customer relationsto a new level with analytic tools that make it easy to engage withcustomers via social networks, turning those interactions intopositive outcomes for both the customer andorganization." 

Depending on the client’s specific needs, the HP Social EnterpriseServices framework is designed to leverage other pan-HP tools suchas the HP Social IntelligenceSolution andproprietary assets from HP Labs.   

Pricing and availability
HP Social Enterprise Services are now availableworldwide. Pricing for HP Agent Services varies depending on clientneed. Pricing for Social Media Analysis Services is subscriptionbased and depends on the volume of services selected.  

Moreinformation is available at www.hp.com/enterprise/crm.   

HP’spremier client event, HP Discover, takes place June 4-7 in Las Vegas.  

About HP
HP creates new possibilities for technology tohave a meaningful impact on people, businesses, governments andsociety. The world’s largest technology company, HP brings togethera portfolio that spansprinting,personal computing,software,services andITinfrastructure tosolve customer problems. More information about HP (NYSE: HPQ) isavailable athttp://www.hp.com.   

This news release contains forward-looking statements thatinvolve risks, uncertainties and assumptions. If such risks oruncertainties materialize or such assumptions prove incorrect, theresults of HP and its consolidated subsidiaries could differmaterially from those expressed or implied by such forward-lookingstatements and assumptions. All statements other than statements ofhistorical fact are statements that could be deemed forward-lookingstatements, including but not limited to statements of the plans,strategies and objectives of management for future operations,including execution of cost reduction programs and restructuringand integration plans; any statements concerning expecteddevelopment, performance or market share relating to products andservices; any statements regarding anticipated operational andfinancial results; any statements of expectation or belief; and anystatements of assumptions underlying any of the foregoing. Risks,uncertainties and assumptions include macroeconomic andgeopolitical trends and events; the competitive pressures faced byHP’s businesses; the development and transition of new products andservices (and the enhancement of existing products and services) tomeet customer needs and respond to emerging technological trends;the execution and performance of contracts by HP and its customers,suppliers and partners; the protection of HP’s intellectualproperty assets, including intellectual property licensed fromthird parties; integration and other risks associated with businesscombination and investment transactions; the hiring and retentionof key employees; expectations and assumptions relating to theexecution and timing of cost reduction programs and restructuringand integration plans; the resolution of pending investigations,claims and disputes; and other risks that are described in HP’sQuarterly Report on Form 10-Q for the fiscal quarter ended January31, 2012 and HP’s other filings with the Securities and ExchangeCommission, including HP’s Annual Report on Form 10-K for thefiscal year ended October 31, 2011. HP assumes no obligation anddoes not intend to update these forward-lookingstatements.  

© 2012 Hewlett-Packard AsiaPacific Pte Ltd. Registration No.: 198703164G. The informationcontained herein is subject to change without notice. The onlywarranties for HP products and services are set forth in theexpress warranty statements accompanying such products andservices. Nothing herein should be construed as constituting anadditional warranty. HP shall not be liable for technical oreditorial errors or omissions contained herein.

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