ipg psgit-gcso power-hour_presentation

1 ©2010 HP Confidential Created on November 22, 2010

Ramana & team

GLOBAL CONSUMER SUPPORT

BUSINESS


AGENDA

– Introduction

– Business over view

– Support categories

– Unassisted Support

– Assisted/Retail support

– Projects in Progress


INTRODUCTION

Global Consumer Support IT provides:• Stable Infrastructure required to support Repair services to consumers

−Smooth repair services which are important for consumer satisfaction

−Monitor services speed and quality

−Monitors channel partners’ performance

−Analytics and optimization of services for best customer satisfaction

−Provides inputs to Labs for optimization of products

−Forecasts Inventory/consumables required for repair partners and hp

• Continuously upgrades/enhances the infrastructure per changing Biz scenarios

• Optimization of infrastructure and processes for cost reduction


Customer Self ServiceCustomer Self Service Global Agent InterfaceGlobal Agent Interface Channel InterfaceChannel Interface

Consumer Support Categories

Assisted supportUnassisted Support Retail Support

HP.COM (WW)HP.COM (WW) ASTROASTRO CSN/Smart Portal (WW)CSN/Smart Portal (WW)

Newton(Americas)

Newton(Americas)

BEP(EMEA)

BEP(EMEA)

SRFR(APJ)SRFR(APJ)

Retail Support: (Best Buy, Home Depot, Computer Center)CSN: Channel Service Network (America) -> EinsteinSmart Portal: EMEA -> SPOW (Service Point on Web)


5

Unassisted Support


6

UNASSISTED SUPPORT BUSINESS FLOW


7

Assisted Support


STAKEHOLDERS – Customer/Consumer

• Receives differentiated support experience across all touch points• I’m known & remembered from previous interactions or sales• Support experience is easy, convenient, effective & ‘right for me

– Agent (Call/e-Mail/Chat)• Ability to serve customer better by having access to near real time (status) information

– Partner (Channel & Shipment)• HP Authorized service partner to perform the repair• Authorized courier agent

– Service engineers• Who repairs the units/Products• Updates the status of unit under repair

– Business • Ensures repairs happens on-time• Analyze and drive for Optimization

– IT (Dev & Support)• Provides infrastructure to run the business


9

SERVICE TYPES

Customer or ASP contacts hp and initiates order:• Bench (Depot) Repair

− Defective product received at service center, repaired and shipped back to customer

• Standard Exchange− Defective product received at service center− Replacement product is shipped to customer

•Advanced (Unit) Exchange− Replacement product shipped to customer − Defective product received at service center

• Product Upgrade

- Upgrade part(s) or complete product exchange• Consumable Part

- Part shipped to customer• Exchange Part

− Replacement part shipped to customer− Defective part received at service center


10

SERVICE TYPES

• ASP Labor Claim− ASP initiates labor only claim via Einstein− Auto closure

• Onsite (In-home)− Consumable or Exchange part version

• Customer or ASP contacts hp and initiates order• Replacement part(s) shipped to service provider drop location• Onsite service provider contacts customer for final scheduling• Service provider performs onsite repairs• Defective part(s) received at service center

− Replacement product version− Installation Service (no parts)


11

ASSISTED/RETAIL SUPPORT

Astro CRMAstro CRM

ASTRO BWASTRO BW

Newton(Americas)

Newton(Americas)

BEP(EMEA)

BEP(EMEA)

SRFR(APJ)SRFR(APJ)

FinanceFinance

T-Square (Tax)T-Square (Tax)

LabsLabsAnRAnR

Call

MailChat

Reports

Reports

Router

Printer events

- Monitor service speed and quality - Generate Leads - CSAT

CSN(Einstein)

CSN(Einstein)

Legal queriesLegal queries


REPAIR PROCESS FLOWCustomer Problem Calls HP (1-800-HPINVENT)Customer Problem Calls HP (1-800-HPINVENT)

Channel partner (ASP)performs diagnosticsChannel partner (ASP)performs diagnostics

Non Customer InteractionNon Customer Interaction

ASP uses CSN (Einstein) toplace service order

Customer InteractionCustomer Interaction

System interaction

Customer Problem Accesses hp.comCustomer Problem Accesses hp.com

Customer Problem Retail SupportCustomer Problem Retail Support

Agent creates case in Astro

Agent performs diagnosticsAgent performs diagnostics

post wrty support

elect software cd

software download

hw repair needed

hp.com cd ordering

customer care diagnostics

hp.com drivers

ASP uses Einstein toplace labor claim

Support billing createdin Newton

Hw service order createdin Newton

hw repair needed

Service order managed andFulfilled via “Newton”Service order managed andFulfilled via “Newton”

HW solution delivered tocustomerHW solution delivered tocustomer

Customer Problem SolvedCustomer Problem Solved

software download

solves problem

sw solution


13

LANDSCAPE


14

Projects in Progress


PROJECTS IN PROGRESS

– Global Newton (order processing)• Single infrastructure for all regions

• Consolidates approximately 18 assets

– New Products Introduction (NPI)

– Major Enhancements for New business opportunities

– Support Demand Reduction (SDR)

– Production Stabilization releases

– H3exit, S2S and technical upgrades


Thank you


BACKUP SLIDES


KEY ELEMENTS OF ASTRO2 ARCHITECTURE

18 HP Confidential

HP Customer CareHP Customer Care

Customer DataCustomer Data Product MasterProduct Master

SAP CRMEnterprise

SAP CRMEnterprise

SAP CRMSAP CRM

ICWCICWC

SAPWorkflow &TXN Engine

SAPWorkflow &TXN Engine

IM - Phone IM e-Mail IM SAP

History

KM - Search

KM -Closed

loop Req.

Call Back MGMT

Reg. Customer

Reg.Product

HW Fulfillmen

tProcess

ScriptingEntitleme

nt

LeadGeneratio

n

SAPe-Mail

Gateway

SAPe-Mail

Gateway

EntitlementService

EntitlementService

SAPScripting

Editor

SAPScripting

Editor

SAP Interaction CenterWeb Client (ICWC)

SAP Interaction CenterWeb Client (ICWC)

ChatUI

ChatUI

TelemetryViewer

TelemetryViewer

Agent & Repair Partner Browser

Digital Certificate

Agent & RepairPartner PC

ContentContent

SAP XI MiddlewareSAP XI Middleware

CCDBCCDB CIDCIDPMasterPMaster

SOARSOAR

CDS+CDS+

EMFEMF BATCHBATCH

SOAPSOAPRef. ClientRef. Client

SAP ETLLSMDW

SAP ETLLSMDW

One T

ime

Mig

rati

on

NightlyRefresh

EntitlementEntitlement

TSGSAP

TSGSAP

CATSCATSCATSCATS

CATSCATS WWPAKWWPAKSWOPSWOP

Ent.Server

Ent.Server

CATSsockets

CATSsockets

SWOPW.S.

SWOPW.S.

HP

SB

HP

SB

Web FormsEMEA ESSO

Web FormsEMEA ESSO

Web Formse-Mail Req.

Web Formse-Mail Req.

Customer Browser

Customer PC

Security &Access

Security &Access

HP EnterpriseLDAP (PKI)

HP EnterpriseLDAP (PKI)

One TimeMigration

Newton UINewton UI

SOMNewton

Backend

SOMNewton

Backend

EMEA BEP UIEMEA BEP UI

SOMBEP

Backend

SOMBEP

Backend

AP SRFR UIAP SRFR UI

SOMSRFR

Backend

SOMSRFR

Backend

SAPBusinessWarehouse & Reporting

SAPBusinessWarehouse & Reporting

SAPB.W.

SAPB.W.

InformaticaInformatica

TREX Search EngineTREX Search Engine

ContentCache

ContentCache

SearchEngine

SearchEngine

SAF – TREXSearch Bridge

SAF – TREXSearch Bridge

SAP CRM MWSAP CRM MW

CiscoChat UI

CiscoChat UI

ChatBackend

ChatBackend

TelemetryViewer

TelemetryViewer

TelemetryBackend

TelemetryBackend

Cisco Backend

Web Function SOM UI IntegrationICWC Rendering and Presentation

X.509 Cert

e-MailInteractionRequest Telemetry

Data Review

ChatInteraction

WebContent

AssistedSupport Content

SAP ComponentSAP Component Master SystemMaster System Existing System &Applications

Existing System &Applications

SMTPSRedirector

SMTPSRedirector

ChinaChat

Backend

ChinaChat

Backend

ChinaChat

ChinaChat

ChinaChat UI

ChinaChat UI

NRT

ConcentraConcentra

ContentEditorial W.F.

CLKM Link

DiagnosticsDiagnostics

• Ink Check• Web Based

Diagnostics• Get Model#

• Ink Check• Web Based

Diagnostics• Get Model#

DriveDiagnostic

DriveDiagnostic

HP SoftwareUpdate

HP SoftwareUpdate

StairwayDB

StairwayDB

DiagnosticServices

Non-SAP &

LegacyReporting

Non-SAP &

LegacyReporting

SAP Reporting

SAP Reporting

SOM


NEWTON APPLICATION LANDSCAPEHW SERVICE DELIVERY INFRASTRUCTURE

CRMWW ITCRM

WW IT HPS ITHPS IT

Databases&

ReportingShadow

(Orders, Contracts,Inventory,

Action Request,NPI)

NewtonNewton

Corporate(GO-IT)

Corporate(GO-IT)

Walker(Intra corporate)

Walker(Intra corporate)

WARP(fulfillment)

(Newton Shipping)

WARP(fulfillment)

(Newton Shipping)

CD Ordering(hp.com)

CD Ordering(hp.com)

Order StatusSite

Order StatusSite

EinsteinEinsteinCSNCSN

ASTROASTRO

SWOPUnit exch

update

SWOPUnit exch

updateFSC

(ASP labor)AP

FSC(ASP labor)

AP

Business WH(EDW)

(reporting)

Business WH(EDW)

(reporting)

FileNet(inv. archive)

FileNet(inv. archive)

PGS[CAPS]

(cc settlement)

PGS[CAPS]

(cc settlement)

SAP RM(AR)

SAP RM(AR)

LHGL / Eiffel(IC billing / intl)

AR

LHGL / Eiffel(IC billing / intl)

AR

CASCADE /AWARE

CASCADE /AWARE

SPI(BOMs & parts)

SPI(BOMs & parts)

AES(entitlement)

AES(entitlement)

HW ITHW IT

T-squared(taxes)

T-squared(taxes)

CRS / STP(NT30 accts)CRS / STP

(NT30 accts)Profiler

(ASP info)Profiler

(ASP info)

SATS(inv mgmt &

Warehousing)

SATS(inv mgmt &

Warehousing)

VELOCITY[6460 PROMIS](procurement)

VELOCITY[6460 PROMIS](procurement)

PLANCAT(inv. Planning& forecasting)

PLANCAT(inv. Planning& forecasting)

CATS(agmt sales &

admin)

CATS(agmt sales &

admin)

PG S[Earlier hpauth &US POSPORTs]

(cc auth.)

PG S[Earlier hpauth &US POSPORTs]

(cc auth.)

SiDES(vendor dataConnection)

SiDES(vendor dataConnection)

E-pack(care pack

Reg.)

E-pack(care pack

Reg.)

FedExExpressTag

(pickup sched.)

FedExExpressTag

(pickup sched.)Master (reference) data interfaces

Outbound interfaces

CentralBusinessLogic &

DatabaseMgmt.

CentralBusinessLogic &

DatabaseMgmt.

SOAR(software cds)

SOAR(software cds)

hp.comsoftwarehp.comsoftware

POLARIS /WW Tables

(regional cfg)

POLARIS /WW Tables

(regional cfg)

GTS (WW-CLASS,

ESSEC)

GTS (WW-CLASS,

ESSEC)

Billing Methodology

ipg psgit-gcso power-hour_presentation

Documents

optimizationit dev support

optimization of services

repair partners

stable infrastructure

best buy

emea spow service point

status of unit

computer centercsn