Key features of HP Proactive Services
The key feature of Proactive Services is the allocation of a dedicated HP Account Support Manager (ASM). With a minimum of 10 years experience within HP, they serve as the first point of contact, leveraging their experience and contacts within; to give a speedy resolution to any issues that arise and coordinate additional HP resources and technical specialists required to deliver specialist module services.
The ASM gains a comprehensive understanding of the customer’s environment and the business needs and objectives of the company, giving personal bespoke consultation and analysis. They will also manage the “Support team” which will create a quarterly support activity review showing trends, availability and risk factors.
Technical Services Engagements awards 3 credits for every year of cover purchased (i.e. 9 credits for 3 yr s cover). The credits are extremely flexible, allowing the customer to develop a bespoke engagement with the reseller and their ASM - including Data Centre Services, Educational Services or a host of alternatives looking at issues such as security or networks. What’s more, if your customer requires additional services, the ASM can create bespoke services to address their individual needs.
After establishing an understanding of your customer’s infrastructure and how it integrates to support the organisation’s business goals, a dedicated team of HP specialists work to create an Account Support Plan. This document is continually reviewed and details the stages HP will go through to meet the customer’s requirements, defining roles and responsibilities, future projects, business aims and objectives.
Support Reviews are held at least twice per year with the ASM and provide an opportunity for the reseller to understand the customer’s adjustments and nurture the relationship. All information uncovered in these reviews can never be used by HP direct and will remain channel only, so you only serve to benefit as your knowledge and customer relationship grows.
Contact Chris Reynolds for more information on Proactive Services – creynolds@avnet.com
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