Centralize your international help desk operations with a single-point-of-contact solution from HP.
HP Global Call Management gives you a simplified, streamlined way to handle hardware and software issues across your enterprise and around the world.
When one of your sites receives a service request your international help desk is unable to resolve, a single phone call to HP brings prompt support from a call management team assigned to your account. Your HP team takes full responsibility for managing your call from initial contact to ultimate closure — including logging, routing, monitoring, escalation, periodic progress reporting and confirmation of resolution with your help desk personnel.
Service is provided under the terms of your current local country support agreements. Coverage spans all calls pertaining to support for HP hardware and software products, as well as for any third-party products covered under your HP support agreement.
Personalized delivery management worldwide
Global Call Management is a one-stop solution for enhancing support for your multinational user base by establishing a consolidated, centralized help-desk operation. It simplifies worldwide support by giving you just one designated account call management team to work with. One phone number for all your hardware and software support requests. One point of contact with end-to-end responsibility for all your hardware and software support calls. One language for communicating with HP worldwide. One report to capture all your call details.
To request hardware or software support, your help desk calls your designated call management team. The team routes your call directly to the local delivery country for remote resolution or onsite dispatch of an HP support engineer or an HP authorized service provider.
Your designated Global Call Management team monitors the call until completion, providing appropriate status updates to your help desk personnel. Escalations, if required, are initiated proactively or at the request of your help desk. Once the problem is resolved, the local HP support engineer updates the team. Finally, the team contacts your help desk with call closure details.
Global Call Management at-a-glance
- An account-based team located at your designated HP point of contact
- A single phone number for call logging and follow-up
- Alternative call logging via e-mail or Web
- Support-level verification prior to routing — helping you avoid out-of-hours charges
- Direct international routing of calls from your account-focused team to local delivery country support engineers or an HP authorized service provider
- Proactive monitoring of open international support calls
- Proactive and reactive status updates to your help desk
- Proactive and reactive call escalation
- Monthly call-detail reporting
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