THE COMPANY

Headquartered in Palo Alto, California, Hewlett-Packard (HP) is a technology solutions provider to consumers, businesses and institutions globally. HP offers a wide range of products, including computers, PCs, laptops, printers, scanners, fax machines, software, and more. Operating in more than 170 countries around the world, HP explores how technology and services can help people and companies. They apply new thinking and ideas to create simple, valuable, and trusted experiences with technology while continuously improving the way their customers live and work.

One of HP’s main objectives is to provide products, services and solutions of the highest quality and deliver more value to their customers. To support this objective, HP listens attentively to their customers to truly understand their needs, then delivers solutions that translate into customer success. HP is dedicated to offering a high level of technical support via phone, email, and online chat.

THE CHALLENGE

After moving their main support department from the United States to an offshore location, the HP support department quickly realized that they had lost their ability to help customers test their fax products in the field. HP agents were able to accept inbound faxes, but without access to analog phone lines, the agents were unable to send a test fax out to the customer, which was an important step in their customer service process.

Additionally, there was no way to track the results of the faxes that were being sent in order to help diagnose the problem. With a very large customer base to support, they were in need of a cost efficient solution for an HP agent to send and receive test faxes with the customer, while also tracking the results of those faxes. HP saw that the technology was there to improve their current solution and knew it would add value to the company. After researching their options, they came to the conclusion that implementing a fax server throughout their company would correct the challenges they were facing. The product they chose was Axacore’s fax server, FaxAgent.

THE SOLUTION

In seeking a solution that would improve the customer service experience, HP realized the standard enterprise fax server that many companies offered was not a match for their needs. According to Rod Spencer, HP Project Manager, “What stood out about the FaxAgent was the ease of use and configuration. Axacore was able to further support our unique customer support needs by exposing the solution’s detailed diagnostic information to the service technicians.”

With FaxAgent, HP is able to provide improved customer service to their fax customers. As the customer follows the fax set-up instructions, they are directed to send a test fax to HP to ensure their machine is successfully able to send and receive faxes. The fax is received by HP’s FaxAgent server which upon successful receipt of the fax, sends an outbound fax back to the customer to verify their receive capabilities. By using the FaxAgent solutions, the test results can be accessed from anywhere in the world. If there is an error, HP agents are able to see the results in FaxAgent. HP agents are now able to quickly track, diagnose, and solve the problems for customers in the field.

THE RESULTS

With Axacore’s FaxAgent, HP got just the results they were looking for. It improved the customer experience in two ways. First, the “self service” customer experience is enhanced because FaxAgent acts as a validation tool that the customer can use to test their own machines to see if faxes are being sent successfully. HP has received a tremendous amount of positive feedback from their customers about this feature.

The second way HP enhanced the customer experience was by ensuring that the HP agents had access to the correct tools for support. With FaxAgent, the chat agents and call agents are able to resolve the problem much faster because information can be accessed in real time. This also led to a significant cost savings for HP, with no need for costly international analog fax lines, fewer calls being made, and less time to resolve issues.

FaxAgent was easily integrated into their workflow and because of the intuitive user interface, training a new customer service representative now takes less than an hour.

FOR MORE INFORMATION

Axacore is a core technology provider of faxing and document imaging solutions. Axacore develops solutions that help organizations streamline paper-intensive business processes and automate the flow of documents to team members, customers, partners and vendors. For more information, please visit us at axacore.com or 1.858.427.4301.