Technology Services Industry Association awards HP EMEA Support Excellence in Service Operations
Sole PC Manufacturer In EMEA To Achieve Certification For Two Consecutive Years
GENEVA, Switzerland, October 21, 2011 – HP announced today that its business desktop and notebook division has been awarded the Excellence in Service Operations certification from the Technology Services Industry Association (TSIA) for providing superior technical support and services in Europe, Middle East and Africa. HP is the sole PC manufacturer to achieve this recognition for two consecutive years.
“Customers can purchase PC’s with the confidence that HP is committed to its products throughout the lifecycle.” said Gilbert Rossi, Vice President, Personal Systems Group, Customer Services, HP Europe, Middle East and Africa. “This certification confirms HP’s commitment to develop and define best practices within the support area.”
The HP PSG EMEA direct support team covers over 25 countries, speaking in excess of 20 languages and manages an average of 150,000 inbound calls per month. During the auditing process TSIA closely reviewed HP’s commercial support management policies and procedures. Phone, repair and web-service operations were compared against nearly 285 industry best practices, including executive commitment, talent management, support tools, and operational metrics in addition to core components such as strategy and marketing.
HP’s customer service experience performed exceptionally well against TSIA standards demonstrating that business customers are quickly connected to support services, engaged to provide feedback, and can be confident that HP has comprehensive tools and processes in place to deal with support cases efficiently.
“HP continues to strive for excellence by delivering outstanding support for their commercial customers,” said Joanne Weigel, senior director, Organisational Certification Programs, TSIA. “When customers see the TSIA Excellence in Service Operations logo, they can be confident that HP has the people, processes and technology in place necessary to provide quality support.”
For the second consecutive year HP has been audited by TSIA and achieved Excellence in Service Operations across both its Commercial and Consumer PC business for three key regions; EMEA, North America and Asia Pacific Japan. HP’s ongoing commitment to service and support demonstrates HP’s dedication and commitment to its customers on a global scale.
For more information on the accreditation, please visit:
http://www.tsia.com/awards_and_certifications/odp/certified_companies.html
About TSIA
The Technology Services Industry Association (TSIA) is the leading association dedicated to advancing the business of technology services. Technology services organizations large and small look to TSIA for world-class benchmarking and research, exceptional peer networking and learning opportunities, and high-profile certification and awards programs. TSIA brings the technology services industry together. We keep business leaders informed and connected through a full range of programs and services that tackle real-world service business challenges, providing real-world solutions. TSIA corporate members represent the world’s top technology companies as well as scores of innovative small and midsize businesses in four major markets: enterprise IT and telecom, consumer technologies and carriers, healthcare and healthcare IT, and industrial automation. For more information see www.tsia.com.
About HP
HP creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. The world’s largest technology company, HP brings together a portfolio that spans printing, personal computing, software, services and IT infrastructure at the convergence of the cloud and connectivity, creating seamless, secure, context-aware experiences for a connected world. More information about HP (NYSE: HPQ) is available at http://www.hp.com.
Editorial Contact
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Manuel Linnig, HP +41 22 780 4140
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Terri Bloore Edelman for HP +44 203 047 2403 terri.bloore@edelman.com
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Hewlett-Packard International 150, route Nant-d'Avril 1217 Meyrin Switzerland |
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