Redefining customer experience with new AI-powered operational service
MARCH 23, 2021 • BLOG POST • PRADEEP KUMAR, GM OF HPE POINTNEXT TECHNOLOGY SERVICES
IN THIS ARTICLE
- New customer-centric, AI-driven, and digitally enabled customer experience
- We have over 1.4 million customer interactions every year, so we know what things take up our customers’ time
Free up IT staff for innovation and drive your business forward
Houston, Texas, March 23, 2021 – Today, HPE Pointnext Technology Services announces the next phase of its journey to redefine IT support with the launch of HPE Pointnext Tech Care, a new customer-centric, AI-driven, and digitally enabled customer experience that helps move IT and business forward.
- Daniel Newman, Principal Analyst, Futurum Research
“We believe there is a strong need for enterprise IT organizations to focus on obtaining value from the products and services deployed and moving beyond the traditional focus of troubleshooting and problem resolution. But this would require a new approach to services and support.”
Customer experience has become a defining concept in every aspect of life. HPE Pointnext Tech Care is the next step in innovating the customer experience for IT.
HPE Pointnext Tech Care replaces HPE’s existing product support services, HPE Foundation Care and HPE Proactive Care, and goes beyond problem identification and resolution by helping customers get the most from their HPE technology. New innovations include fast multi-channel access to product-specific experts, an AI-driven digital experience, and general technical guidance to help customers achieve operational efficiency.
We have over 1.4 million customer interactions every year, so we know what things take up our customers’ time, and where we can really add value for them. And we have used those insights to design a new service experience from the ground up to use data and fast access to relevant expertise to help our customers get the most from their technology investments. Standard features of the HPE Pointnext Tech Care experience include:
Gone are the days of navigating complex escalations. With HPE Pointnext Tech Care, you get fast access to experts who specialize in the specific product you need support on. You can also benefit from HPE-assisted forums for community sharing, best practices and answers to common questions. And HPE’s library of hundreds of videos and configuration guides developed by HPE engineers will help to enable quick self-resolution of many issues.
General Technical Guidance
With HPE Pointnext Tech Care, you can gain expert technical advice for the operation and management of your products. Our experts augment skills gaps on your teams and can help your staff leverage best practices based on a knowledge base of thousands of other IT organizations. You have the freedom to engage experts beyond break fix by talking to an expert to brainstorm how to do things better, and by leveraging best practices and approaches to common issues.
AI-Driven Digital Experience
HPE Pointnext Tech Care delivers a data-driven and modern customer experience, featuring a powerful AI-based virtual agent, personalized task alerts and self-serve digital case management. The experience is optimized by the data coming from your HPE products, helping you to take action as quickly as possible. You can also streamline contract and warranty management, receiving faster and more complete visibility of your services and what resources are available to you. And HPE’s unique Visual Remote Guidance augmented-reality support can help on-site staff work with remote experts to get to solutions faster.
Learn more about HPE Pointnext Tech Care and stay tuned for more enhancements to HPE’s customer-centric experience!