Business News

HP Achieves Recognition for Excellence in Tech Support and Services for Third Consecutive Year

Friday 13. August 2010 - Sole PC manufacturer to win coveted industry recognition

HP has earned the Excellence in Service Operations certification from the Technology Services Industry Association (TSIA) for providing superior technical support and services in North America.

This marks the third consecutive year HP has achieved recognition for commercial notebook and desktop PC support, and the second year HP was certified in the consumer market, including both PCs and printers.

HP remains the sole PC manufacturer to receive this coveted industry recognition in 2010, which comprises a comprehensive evaluation of phone, field service and web service operations for customers.

“HP is to be commended for excellent preparation and execution,” said Joanne Weigel, senior director, Organizational Certification Programs, TSIA. “Most notable were enhancements in HP escalation management processes, interactive voice response telephone support and online support forums.”

Auditors from TSIA closely review management policies and procedures. HP support operations were compared against nearly 300 industry best practices, including executive commitment, talent management, support tools and technology, and operation metrics. The rigorous onsite and surveillance audit process was conducted by a panel of seasoned service executives with more than 20 years of experience.

“We are committed to making investments that continually improve customer experiences,” said Antonio Neri, vice president, Customer Experience and Warranty Services, Personal Systems Group, HP. This certification means HP customers can purchase PCs and printers with the confidence that they are not only receiving quality products, but also quality support.

Earlier this year, HP received the TSIA Service Excellence STAR Award for Innovative Support. This award recognizes companies that use Web 2.0 tools and processes to create an engaging online community of customers and partners. HP is also a recipient of the TSIA STAR Awards Hall of Fame Lifetime Achievement Award, which is given to companies that have won 10 or more individual STAR Awards.