Proactive Service and Support
Jeff Carlat is Director of Marketing at Hewlett-Packard, and is responsible for working with customers to minimize the cost and downtime impact of remedial action – which can be as much as $12-18 Million per hour in certain situations. The problem facing almost every CIO is that the expense of keep existing operations running consumes 75-80% of the IT budget- the majoritiy of the IT spend being labor.
Reducing human error and delay in finding and fixing problems is key part of a proactive strategy, integrating logistic support and response to the support telemetry. Logging in from a mobile device, the manager using Insight Online can monitor service, contract, warranty and license information.
Using this online capability, HP has been able to achieve a 66% improvement in response time.