Ramana & team<br />Global Consumer SupportBusiness <br />
Agenda<br />Introduction<br />Business over view<br />Support categories<br />Unassisted Support<br />Assisted/Retail supp...
Introduction<br />Global Consumer Support IT provides:<br />Stable Infrastructure required to support Repair services to c...
Consumer Support Categories<br />Assisted support<br />Unassisted Support<br />Retail Support<br />Customer Self Service<b...
5<br />Unassisted Support<br />
6<br />UNASSISTED SUPPORT BUSINESS FLOW<br />
7<br />Assisted Support<br />
Stakeholders <br />Customer/Consumer<br /><ul><li>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</li></ul>Agent (Call/e-Mail/Chat)<br />Ability to serve...
Analyze and drive for Optimization</li></ul>IT (Dev & Support)<br /><ul><li>Provides infrastructure to run the business</l...
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</li></ul>- Upgrade part(s) or complete product exchange<br /><ul><li>Consumable Part </li></ul>	    - Part...
Upcoming SlideShare
Loading in …5
×

Ipg psgit-gcso power-hour_presentation

726 views

Published on

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
726
On SlideShare
0
From Embeds
0
Number of Embeds
3
Actions
Shares
0
Downloads
9
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Ipg psgit-gcso power-hour_presentation

  1. 1. Ramana & team<br />Global Consumer SupportBusiness <br />
  2. 2. Agenda<br />Introduction<br />Business over view<br />Support categories<br />Unassisted Support<br />Assisted/Retail support<br />Projects in Progress<br />
  3. 3. Introduction<br />Global Consumer Support IT provides:<br />Stable Infrastructure required to support Repair services to consumers<br />Smooth repair services which are important for consumer satisfaction<br />Monitor services speed and quality<br />Monitors channel partners’ performance<br />Analytics and optimization of services for best customer satisfaction<br />Provides inputs to Labs for optimization of products<br />Forecasts Inventory/consumables required for repair partners and hp<br />Continuously upgrades/enhances the infrastructure per changing Biz scenarios<br />Optimization of infrastructure and processes for cost reduction<br />
  4. 4. Consumer Support Categories<br />Assisted support<br />Unassisted Support<br />Retail Support<br />Customer Self Service<br />Global Agent Interface<br />Channel Interface<br />ASTRO<br />HP.COM (WW)<br />CSN/Smart Portal (WW)<br />Newton<br />(Americas)<br />BEP<br />(EMEA)<br />SRFR<br />(APJ)<br />Retail Support: (Best Buy, Home Depot, Computer Center)<br />CSN: Channel Service Network (America) -> Einstein<br />Smart Portal: EMEA -> SPOW (Service Point on Web)<br />
  5. 5. 5<br />Unassisted Support<br />
  6. 6. 6<br />UNASSISTED SUPPORT BUSINESS FLOW<br />
  7. 7. 7<br />Assisted Support<br />
  8. 8. Stakeholders <br />Customer/Consumer<br /><ul><li>Receives differentiated support experience across all touch points
  9. 9. I’m known & remembered from previous interactions or sales
  10. 10. Support experience is easy, convenient, effective & ‘right for me</li></ul>Agent (Call/e-Mail/Chat)<br />Ability to serve customer better by having access to near real time (status) information<br />Partner (Channel & Shipment)<br />HP Authorized service partner to perform the repair<br />Authorized courier agent<br />Service engineers<br />Who repairs the units/Products<br />Updates the status of unit under repair<br />Business <br /><ul><li>Ensures repairs happens on-time
  11. 11. Analyze and drive for Optimization</li></ul>IT (Dev & Support)<br /><ul><li>Provides infrastructure to run the business</li></li></ul><li>9<br />Service Types<br />Customer or ASP contacts hp and initiates order:<br /><ul><li>Bench (Depot) Repair
  12. 12. Defective product received at service center, repaired and shipped back to customer
  13. 13. Standard Exchange
  14. 14. Defective product received at service center
  15. 15. Replacement product is shipped to customer
  16. 16. Advanced(Unit) Exchange
  17. 17. Replacement product shipped to customer
  18. 18. Defective product received at service center
  19. 19. Product Upgrade</li></ul>- Upgrade part(s) or complete product exchange<br /><ul><li>Consumable Part </li></ul> - Part shipped to customer<br /><ul><li>Exchange Part
  20. 20. Replacement part shipped to customer
  21. 21. Defective part received at service center</li></li></ul><li>10<br />Service Types<br /><ul><li>ASP Labor Claim
  22. 22. ASP initiates labor only claim via Einstein
  23. 23. Auto closure
  24. 24. Onsite (In-home)
  25. 25. Consumable or Exchange part version
  26. 26. Customer or ASP contacts hp and initiates order
  27. 27. Replacement part(s) shipped to service provider drop location
  28. 28. Onsite service provider contacts customer for final scheduling
  29. 29. Service provider performs onsite repairs
  30. 30. Defective part(s) received at service center
  31. 31. Replacement product version
  32. 32. Installation Service (no parts)</li></li></ul><li>Assisted/retail support<br />11<br />Call<br />Mail<br />Chat<br /> - Monitor service speed and quality<br />- Generate Leads<br />- CSAT<br />Astro CRM<br />Legal queries<br />CSN<br />(Einstein)<br />Reports<br />ASTRO BW<br />Router<br />Newton<br />(Americas)<br />BEP<br />(EMEA)<br />SRFR<br />(APJ)<br />T-Square (Tax)<br />Finance<br />Labs<br />AnR<br />Printer events<br />Reports<br />
  33. 33. Repair Process Flow<br />Customer Problem<br /> Accesses hp.com<br />Customer Problem<br /> Retail Support<br />Customer Problem<br /> Calls HP (1-800-HPINVENT)<br />customer care diagnostics<br />Channel partner (ASP)<br />performs diagnostics<br />Agent creates case in Astro<br />sw solution<br />hw repair needed<br />ASP uses CSN (Einstein) to<br />place service order<br />ASP uses Einstein to<br />place labor claim<br />Agent performs diagnostics<br />software download<br />post wrty support<br />hw repair needed<br />hp.com drivers<br />software download solves problem<br />Hw service order created<br />in Newton<br />elect software cd <br />hp.com cd ordering<br />Support billing created<br />in Newton<br />Service order managed and<br />Fulfilled via “Newton”<br />HW solution delivered to<br />customer<br />Customer Interaction<br />System interaction<br />Customer Problem Solved<br />Non Customer Interaction<br />
  34. 34. Landscape<br />13<br />
  35. 35. 14<br />Projects in Progress<br />
  36. 36. Projects in Progress<br />Global Newton (order processing)<br />Single infrastructure for all regions<br />Consolidates approximately 18 assets<br />New Products Introduction (NPI)<br />Major Enhancements for New business opportunities<br />Support Demand Reduction (SDR)<br />Production Stabilization releases<br />H3exit, S2S and technical upgrades<br />
  37. 37. Thank you<br />
  38. 38. Backup slides<br />
  39. 39. ICWC Rendering and Presentation<br />Web Function SOM UI Integration<br />Agent & RepairPartner PC<br />Customer PC<br />SAP CRMEnterprise<br />ICWC<br />Digital Certificate<br />Customer Browser<br />IM - Phone<br />IM e-Mail<br />IM SAP History<br />SAPBusinessWarehouse & Reporting<br />HP Customer Care<br />Agent & Repair Partner Browser<br />SAPB.W.<br />KM - Search<br />KM -Closed loop Req.<br />Call Back MGMT<br />SAP Interaction CenterWeb Client (ICWC)<br />Web Forms<br />EMEA ESSO<br />Web Forms<br />e-Mail Req.<br />e-MailInteractionRequest<br />SAP Reporting<br />Non-SAP & <br />LegacyReporting<br />Reg. Customer<br />Reg.Product<br />HW Fulfillment<br />TelemetryData Review<br />ChinaChat<br />ChatUI<br />TelemetryViewer<br />Process Scripting<br />Entitlement<br />LeadGeneration<br />DiagnosticServices<br />WebContent<br />ChatInteraction<br />SMTPSRedirector<br />SAP CRM MW<br />SOM<br />SAP CRM<br />Informatica<br />Content<br />Diagnostics<br />SAF – TREXSearch Bridge<br />Newton UI<br />TREX Search Engine<br />CDS+<br />SearchEngine<br />ContentCache<br /> DriveDiagnostic<br />CiscoChat UI<br />SAPScriptingEditor<br />SAPWorkflow &TXN Engine<br />SAPe-MailGateway<br />SOMNewtonBackend<br />Concentra<br />Chat<br />Backend<br /> HP SoftwareUpdate<br />AssistedSupport<br /> Content<br />SAP ETLLSMDW<br />SOAR<br /><ul><li>Ink Check
  40. 40. Web BasedDiagnostics
  41. 41. Get Model#</li></ul>EntitlementService<br />TelemetryViewer<br />Entitlement<br />AP SRFR UI<br />SAP XI Middleware<br />Ent.Server<br />CATSsockets<br />SWOPW.S.<br />ContentEditorial W.F.<br />StairwayDB<br />Telemetry<br />Backend<br />SOMSRFR<br />Backend<br />Ref. Client<br />SOAP<br />HPSB<br />CATS<br />CATS<br />One TimeMigration<br />CLKM Link<br />TSGSAP<br />CATS<br />WWPAK<br />SWOP<br />NightlyRefresh<br />Cisco Backend<br />NRT<br />EMEA BEP UI<br />ChinaChat UI<br />Customer Data<br />Product Master<br />Security &Access<br />SOMBEP<br />Backend<br />ChinaChat<br />Backend<br />BATCH<br />X.509 Cert<br />EMF<br />HP EnterpriseLDAP (PKI)<br />PMaster<br />CCDB<br />CID<br />One TimeMigration<br />Master System<br />SAP Component<br />Existing System &Applications<br />Key elements of ASTRO2 architecture<br />18 HP Confidential<br />
  42. 42. Newton Application LandscapeHW Service Delivery Infrastructure<br />HPS IT<br />CRM<br />WW IT<br />HW IT<br />Corporate<br />(GO-IT)<br />ASTRO<br />SPI<br />(BOMs & parts)<br />Profiler<br />(ASP info)<br />CRS / STP<br />(NT30 accts)<br />FedEx<br />ExpressTag<br />(pickup sched.)<br />Newton<br />Master (reference) data interfaces<br />SOAR<br />(software cds)<br />POLARIS /<br />WW Tables<br />(regional cfg)<br />PLANCAT<br />(inv. Planning<br />& forecasting)<br />E-pack<br />(care pack<br />Reg.)<br />CATS<br />(agmt sales &<br />admin)<br /> T-squared<br />(taxes)<br />Databases<br />&<br />Reporting<br />Shadow<br />(Orders, Contracts,<br />Inventory,<br />Action Request,<br />NPI)<br />VELOCITY<br />[6460 PROMIS]<br />(procurement)<br />Walker<br />(Intra corporate)<br />SATS<br />(inv mgmt &<br />Warehousing)<br />AES<br />(entitlement)<br />Central<br />Business<br />Logic &<br />Database<br />Mgmt.<br />WARP<br />(fulfillment)<br />(Newton Shipping)<br />SiDES<br />(vendor data<br />Connection)<br />CD Ordering<br />(hp.com)<br />hp.com<br />software<br />PG S<br />[Earlier hpauth &<br />US POSPORTs]<br />(cc auth.)<br />Order Status<br />Site<br />GTS <br />(WW-CLASS, <br />ESSEC)<br />CASCADE /<br />AWARE<br />Einstein<br />CSN<br />SWOP<br />Unit exch <br />update<br />SAP RM<br />(AR)<br />PGS<br />[CAPS]<br />(cc settlement)<br />FileNet<br />(inv. archive)<br />LHGL / Eiffel<br />(IC billing / intl)<br />AR<br />Business WH<br />(EDW)<br />(reporting)<br />FSC<br />(ASP labor)<br />AP<br />Outbound interfaces<br />Billing Methodology<br />

×