Toshiba & HP: Reinventing a 15-year relationship
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Toshiba & HP: Reinventing a 15-year relationship

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This presentation provides an overview of HP’s 15-year relationship with Toshiba, and Toshiba’s re-thinking of their approach to supporting customers through their partnership with HP Enterprise......

This presentation provides an overview of HP’s 15-year relationship with Toshiba, and Toshiba’s re-thinking of their approach to supporting customers through their partnership with HP Enterprise Services. HP has grown from providing staff augmentation to being a partner in Toshiba’s efforts to face changing industry dynamics and customer expectations.

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  • 1. Toshiba & HP Reinventing a 15-year relationship September 23, 2013 Bill Melo VP, Marketing, Services & Solutions Toshiba America Business Solutions
  • 2. Toshiba America Business Solutions  Provide Document & Digital Signage Solutions  United States, Central & South America  Core Products & Services  Multi-Function Printers  Large & Medium Workgroups  Software & Services  Managed Print Services  Document Capture & Workflow  Security  Digital Signage Solutions  Content & Content Management  Displays  Managed Services www.toshiba-solutions.com
  • 3. About Me  Vice President of Marketing, Services & Solutions  Responsibilities include:  All Marketing Functions  GM of Toshiba Managed Business Services B/U  Technical Support & Education  Background  10 Years at Toshiba  24 Years in the Document Imaging Industry  Ricoh  Hitachi www.toshiba-solutions.com
  • 4. Some Important Things to Know About Our Business  It’s Mature  Hardware units flat With less  Print volume is declining  Intense margin pressure & competition  It’s Changing  Emphasis on solutions and software  Managed Services versus product sales  Growing international scope www.toshiba-solutions.com We have to do more
  • 5. Toshiba/HP BPO History  15-Year Relationship  Staff Augmentation  Call Dispatch  Level 2 & 3 Hardware Support  Level 2 & 3 Software Support  Program Manager  HP performed well www.toshiba-solutions.com
  • 6. But…..  Good was no longer good enough  We needed to do more  Support for new initiatives like Digital Signage  Spanish language support  Productivity Gains  Documented and Shared  We wanted a new type of relationship www.toshiba-solutions.com
  • 7. We issued a challenge  To HP  And 10 of their closest friends  Issued an RFP in January 2012  One year prior to contract’s end  Phase 1:  Down select to 5  Phase 2:  Down select to 2  Selection in October  Transition scheduled for 4Q ‘12 www.toshiba-solutions.com
  • 8. Changing Our Thinking  HP provided an excellent response and easily advanced through the process  But, we weren’t quite getting what we wanted  A few important things happened:  We were frank  Productive dialogue  We discovered that:  While we knew what we wanted  Our RFP didn’t necessarily reflect that www.toshiba-solutions.com
  • 9. We needed to change our thinking too  We opened up a new dialogue  We delayed the discussion on how until we were crystal clear on what  SLAs  Scope  Cost  Gain Sharing  What we wanted was to buy an outcome and not a specific implementation www.toshiba-solutions.com
  • 10. Working toward a better solution  The new proposal included some important changes  Near-shore resources  Relocation of personnel  that presented challenges  Retaining formal and tribal knowledge  Short time frame to execute  but the rewards were worth it  Lower cost  Better coverage  Spanish language support  Knowledge base and ticketing software www.toshiba-solutions.com
  • 11. HP Delivered  Reduced Cost by 10% annually  Transition costs amortized over the life of the contract  Well Conceived and Delivered Transition plan  Seamless transition  Retained Associate Knowledge  Implemented new case management and knowledge base solution www.toshiba-solutions.com
  • 12. Summary  We were compelled to re-think our approach to supporting customers  Changing Industry Dynamics  Customer Expectations  Aligning strategy with those who execute it was initially a challenge  When we did, however, the results were great  Thanks to the HP and Toshiba teams that made it happen www.toshiba-solutions.com