1 ©2010 HP Confidential Created on November 22, 2010
Ramana & team
GLOBAL CONSUMER SUPPORT
BUSINESS
2 ©2010 HP Confidential Created on November 22, 2010
AGENDA
– Introduction
– Business over view
– Support categories
– Unassisted Support
– Assisted/Retail support
– Projects in Progress
3 ©2010 HP Confidential Created on November 22, 2010
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
4 ©2010 HP Confidential Created on November 22, 2010
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 ©2010 HP Confidential Created on November 22, 2010
5
Unassisted Support
6 ©2010 HP Confidential Created on November 22, 2010
6
UNASSISTED SUPPORT BUSINESS FLOW
7 ©2010 HP Confidential Created on November 22, 2010
7
Assisted Support
8 ©2010 HP Confidential Created on November 22, 2010
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 ©2010 HP Confidential Created on November 22, 2010
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 ©2010 HP Confidential Created on November 22, 2010
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 ©2010 HP Confidential Created on November 22, 2010
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
12 ©2010 HP Confidential Created on November 22, 2010
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 ©2010 HP Confidential Created on November 22, 2010
13
LANDSCAPE
14 ©2010 HP Confidential Created on November 22, 2010
14
Projects in Progress
15 ©2010 HP Confidential Created on November 22, 2010
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
16 ©2010 HP Confidential Created on November 22, 2010
Thank you
17 ©2010 HP Confidential Created on November 22, 2010
BACKUP SLIDES
18 ©2010 HP Confidential Created on November 22, 2010
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
19 ©2010 HP Confidential Created on November 22, 2010
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
Top Related