CASE STUDY OVERVIEW

Hewlett Packard (HP) has an online support group that works to improve the customer experience by developing creative approaches to technical support.

The HP support group has a web-based “consultant” that assists customers by providing information specific to their technical issue. 

The consultant first gathers information from the customer to diagnose the issue, then returns pertinent resolution information to the customer. 

HP uses ActivePDF's automated solution to produce PDF files from multiple input sources for delivery to customers.

 

Toolkit Enhances Customer Experience at Hewlett Packard

Hewlett Packard (HP) is a leading global provider of computing and imaging solutions/services with a history dating back to 1939. HP strives to provide industry-leading personal computing, imaging and printing products, and many similar technologies, solutions, and services. Today, they offer e-Services to customers, opening communications, diagnosing and resolving customer issues in real time.

Challenges

HP’s online support group works to improve the customer experience by developing creative approaches to technical support. Merijane Lee, Manager of Online Support R&D, reports a move to a web-based model of support to empower customers. However, this process raised potential problems that would require a PDF-based solution.

One of the support group’s latest projects is a web-based “consultant” that assists customers by providing information specific to their technical issue. The consultant first gathers information from the customer to diagnose the issue, then returns pertinent resolution information to the customer.

The support group needed an automated solution to produce PDF files from multiple input sources for delivery to customers. The effectiveness of this automated solution was of the utmost importance to the success of the “consultant” and for overall customer satisfaction.

 

Solutions

HP’s support group uses Toolkit by ActivePDF to automate the compilation of support information from multiple sources, into a single PDF report. The comprehensive report is delivered to the customer via email.

This process is a fundamental building block to the customers satisfaction workflow. Without the automation tool, the functionality of the “consultant” could be compromised or limited from full functionality. HP’s customer service team used Toolkit to complete their process.

The support group also uses the report as a tool to further assist customers that require follow-up support. The report enables the support team to access information related to the customer’s issue, which speeds resolution time.

This follow-up process was driven by Toolkit functionality and report building.

 

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Results

HP’s support group knew just what they wanted in a PDF solution. “ActivePDF provides an automated solution that allows multiple users to create PDFs,” states Lee.

The HP support group is now able to create high-quality PDF files from multiple input sources using ActivePDF’s Toolkit. HP customers wouldn’t expect anything less.

 

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