HP Personalizes Customer Support Experience for Instant-On, Connected World

HP Support Center offers new support portal and industry-first mobile technical support application

ASIA PACIFIC, May 25, 2011 – HP todayannounced a milestone in its evolution ofAlways OnSupportbyempowering clients and HP partners to solve support issues on theirown terms by providing access to the information, people andtechnology needed to personalize their supportexperience.

Enterprises need to optimize products, exchange ideas with peersand proactively prevent problems to succeed in today’s dynamicenvironment. The new HP SupportCenterplatformdelivers one-stop access to IT professionals, online support toolsand the industry’s first mobile technical supportapplication.

Infact, deployments of the HP Support Center platform have resultedin an 18 percentage point increase in web support customersatisfaction and a 30 percentage point increase in resolvingclients’ support requests in the first attempt.(1)

"Clients in an instant-on world expect a support experience thatdelivers immediate access to relevant people and information," saidHoward Bowland, vice president and general manager, TechnologyServices Support, HP Asia Pacific and Japan. "Our approach tosupport has evolved to be more accessible and available – on ourclients’ terms – so they can get the most value out of their ITenvironments."

The HPSupport Center platform offers clients: 

  • One-stop access to the HP Always Oncommunity to interact with thousands of IT professionals, exchangebest practices in problem resolution, and submit content to theknowledgebase. In addition to standard keyword and product searchcapabilities, clients can rapidly locate information through astep-by-step troubleshooting tool and access the most popularsupport documents.

  • Instant mobile technical support to speed problem resolutionfor HP and select third-party products via mobile devices. HP isthe first to deliver this patent-pending innovation, whichleverages the capabilities of smartphone platforms. Expected to beavailable in app stores for webOS, Android and iOS 4 thissummer.

  • Online support process management to troubleshoot issues,manage contracts and warranties, submit support cases and connectwith HP experts online. These processes are integrated with HP’scall center infrastructure, resulting in a convergence of servicedelivery models that improves a clients’ overall supportexperience.

"HP is applying its strengths ininnovation to deliver clients tools that will help them completelyrefine and refresh their organization’s technical supportpractice," said Rob Brothers, director, Hardware and SoftwareSupport Services, IDC. "The HP Support Center raises the bar forclients to take online support to a new level."

All capabilities are available at noadditional cost as part of warranty,HP Care Pack Servicesand contractual support agreements.Some capabilities require specific levels of support. HP SupportCenter will be available globally next month. More information isavailable atwww.hp.com/services/supportcenterintro.

Theenhanced HP Support Center is an enabler of the Instant-On Enterprise, which embeds technology ineverything it does to serve customers, employees, partners andcitizens with whatever they need, instantly.

HP’spremier client event, HP DISCOVER, takes place June 6 - 10 in LasVegas and Nov. 29 - Dec. 1 in Vienna, Austria. The event showcaseshow organizations can get started on theirInstant-OnEnterprisejourneys.

About HP
HP creates newpossibilities for technology to have a meaningful impact on people,businesses, governments and society. The world’s largest technologycompany, HP brings together a portfolio that spans printing,personal computing, software, services and IT infrastructure at theconvergence of the cloud and connectivity, creating seamless,secure, context-aware experiences for a connected world. Moreinformation about HP (NYSE: HPQ) is available athttp://www.hp.com.

  1. Based on 2011 survey ofcurrent HP Support Center users in AsiaPacific/Japan.

This news release containsforward-looking statements that involve risks, uncertainties andassumptions. If such risks or uncertainties materialize or suchassumptions prove incorrect, the results of HP and its consolidatedsubsidiaries could differ materially from those expressed orimplied by such forward-looking statements and assumptions. Allstatements other than statements of historical fact are statementsthat could be deemed forward-looking statements, including but notlimited to statements of the plans, strategies and objectives ofmanagement for future operations; any statements concerningexpected development, performance or market share relating toproducts and services; any statements regarding anticipatedoperational and financial results; any statements of expectation orbelief; and any statements of assumptions underlying any of theforegoing. Risks, uncertainties and assumptions includemacroeconomic and geopolitical trends and events; the competitivepressures faced by HP’s businesses; the development and transitionof new products and services (and the enhancement of existingproducts and services) to meet customer needs and respond toemerging technological trends; the execution and performance ofcontracts by HP and its customers, suppliers and partners; theachievement of expected operational and financial results; andother risks that are described in HP’s Quarterly Report on Form10-Q for the fiscal quarter ended January 31, 2011 and HP’s otherfilings with the Securities and Exchange Commission, including butnot limited to HP’s Annual Report on Form 10-K for the fiscal yearended October 31, 2010. HP assumes no obligation and does notintend to update these forward-looking statements.

© 2011 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.

About HP Inc.

HP Inc. creates technology that makes life better for everyone, everywhere. Through our portfolio of printers, PCs, mobile devices, solutions, and services, we engineer experiences that amaze. More information about HP Inc. is available at http://www.hp.com.

© 2016 HP Inc. The information contained herein is subject to change without notice. The only warranties for HP Inc. products and services are set forth in the express warranty statements accompanying such products and services. Nothing herein should be construed as constituting an additional warranty. HP Inc. shall not be liable for technical or editorial errors or omissions contained herein.