Keeping end-users happy and productive with added self-service support
HP Global Service Desk with eSupport is a comprehensive outsourced solution that provides an integrated platform to transform how support is delivered.
Based on the HP Global Service Desk, this offering highlights two key elements to create a successful eSupport program:
- Self-service technology that provides users with a feature-rich, single-point-of-contact Web portal for quick access to critical information about their environment plus the ability to contact the service desk when needed
- Management of Change program based on HP’s primary research and best practices that enables you to deploy eSupport the right way for your culture so that you can realize the benefits of this technology investment
Flexible eSupport – plus guidance on driving eSupport adoption
Many of the specific tools offered with the HP Global Service Desk with eSupport are not new. The challenges come with adoption of these tools by end-users who are often either unaware of the change, resistant to the change, or simply prefer telephone support.
HP Services works with you to develop a Management of Change plan to project and enhance end-user adoption rates, based on assessment of your environment and culture, along with our own proprietary end-user adoption research and best practices.
We then help you tailor the Global Service Desk with eSupport solutions that best meets your specific business requirements, with features that include:
- A single point of contact for all problems and requests coming from the end-user environment
- Web eSupport with personalized service experience specific to the user’s profile, preferences, and support history
- Proactive support and continuous improvement to drive problems out of the IT environment
- Knowledge management, data warehousing, data mining, and analytics
- Global standards and infrastructure
Reap the benefits
The HP Global Service Desk with eSupport can enable you to transform how you support your user community. HP Services experts can help you make the shift – both technologically and culturally – from a centralized help desk with a primary phone channel to a service desk program that incorporates self-service and other infrastructure enhancements. In this way, you can lower the cost of support while increasing the quality of service. Through our collaborative partnership, you’ll be able to:
- Project and reduce the cost of support over time
- Improve service levels and end-user satisfaction
- Promote a self-service culture, while reducing end-user dependence on phone support
- Provide consistent, high-quality support on a global basis, with standard processes and procedures for incident management
- Provide the flexibility to scale the support function rapidly to meet changing business requirements
- Quickly return the end-user to productivity with minimal disruption to business
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