HP India Sales Private Limited - Most Valuable Service

Name of Organization / Company: HP India Sales Private Limited
Category: Most Valuable Service

Entry Title: HP’s response to COVID‐19

HP’s response to COVID‐19 revolves around the 3 “Ps” (People, Product & Service and Places) strategy keeping HP Community (Employees, Customers & Partners) at the center of everything we do.

With seamless collaboration among HP Customer Support teams (Contact Center, Field Support, Service Providers), Logistic & Supply Chain teams, HP India delivered services to customers with minimal impact during these unprecedented times. Team HP took every possible step to go above & beyond the expectations of our customers & partners. At the same time, we took measures to ensure safety of our Customers, Partners & Employees.

Protecting and Empowering the HP Community (Employees, Partners & Customers)

At HP, our customers, vendors, partners and their families come first. We have taken a number of proactive actions like increased cleaning of our facilities and stepping up screening practices at all HP sites to limiting travel, implementing work from home policies for employees, and canceling HP face to face events and meetings in favor of virtual options.

Customer Support

• Cross-trained agents to manage multiple queues with high volumes during this pandemic.
• Established access to work-from-home capability for agents leveraging 24x7 chat, social and web support options for customers and partners.
• IT Helpdesk trainings for key Enterprise and SMB customers
• First to Start Contactless Service (Support on wheels). Defined operating health and safety protocols to ensure that technicians are given access to working in safe environment while attending onsite customer calls in field by sitting inside their vans thereby ensuring customer safety.
• Support videos released to most common requests received, including cleaning of PC or Printer, best practices and tips for hosting virtual meetings.
• Support as a differentiator for Consumer Printers, HP introduced 6 hours call to resolution program for key home printing products.

Field-Service Protocol

Basis guidance from Centers for Disease Control & Prevention and local governments to assess risk in the workplace, HP provided field-service protocols to help safeguard the safety of our partners and customers. Took care of the health and hygiene of field team by providing necessary safety equipment i.e. Gloves, Masks, shields, PPE kits, Sanitizers etc.

Relief Initiatives for Customers and Partners

HP announced a variety of relief initiatives aimed at arming its Customers & Channel Partners. From Customer perspective various actions were initiated like Automatic extension of product warranties, Free cybersecurity support for WFH customers & IT Helpdesk Trainings for key enterprise and SMB customers. From Partners perspective, Financing & Leasing programs to assist the channel partner community, Ramp-up of resources to maximize capacity and productivity & Expanded Virtual engagements with partners were initiated.

3D Printing in Support of COVID-19 - HP is working with its global digital manufacturing community to mobilize their 3D printing teams, technology, experience, and production capacity to help deliver critical parts in the effort to battle the COVID-19 pandemic. HP India collaborated with the partners to supply 3D printed PPE kits at no cost to medical facilities to help combat COVID-19, starting with the 3D printable face shield frame. Initial applications being validated and finalized for industrial production include face masks, face shields, mask adjusters, nasal swabs, hands-free door openers, and respirator parts.

Sustainability & Community

Even in times of crisis, HP employee volunteers rallied together to support our communities. We planned safe virtual engagements and reached out to those in need. We held sessions to educate students from under privileged section of society on adolescent health, lifestyle, relationships, substance abuse and so on.

Fund raisers and donation drives were initiated to support daily wagers during Pandemic. Employees donation was matched by HP.

NOTE: Please find attached document stating detailed initiatives taken by HP as a response to Covid 19 challenge. Also shared are the key initiatives planned for FY21.

Credits
HP India Customer Support Team

Files & Links:
HP-s response to Covid 19.pdf