HP Innovation Journal Issue 03: Summer 2016 | Page 18

INNOVATION SPOTLIGHT
The HP customer experience
transformed
HP Graphics Solutions Services is innovating
for customer success
by Oanh Phuong, VP and General Manager for Graphics Solutions Services, HP
HP Smart Uptime Kit
HP Graphics Solutions Services (GSS) strives
to provide the right service, at the right time
for any Graphic Solutions Business (GSB)
customer application. By gaining a deep un-
derstanding of our customers’ environments
and business goals, we are able to fine-tune
our service offerings to provide customers
with predictable business operations and a
best-in-class cost structure. Our goal is to
deliver a differentiated experience at every
touch point to drive our customers’ and HP’s
long-term success.
Accessible anytime, anywhere,
this kit enables customers to
effectively manage their inventory
of uptime spare parts.
HP Visual Remote
Guidance
T
hree years ago, HP GSS
embarked on an exciting
multi-year journey to trans-
form the service business from
traditional reactive support to a proactive service
model, creating a competitive advantage for our
customers in driving the best business outcome.
The three key pillars of our transformation are:
1. Adapt a customer-centric culture and engage-
ment model that