HP overhauls support offerings with Always On update

HP is overhauling its commercial support platform to integrate web, voice and mobile support options.

The Always On Support brand combines a web portal with phone support services in a connected and customised platform for enterprise customers, the firm said.

The front end is a web portal customised for each customer's device and configuration. After logging in, the user is presented with information related to their own hardware as well as popular support articles.

Sue Barsamian, senior vice president for HP technology services, told V3.co.uk that the strength of the platform lies in the way it integrates the web portal with HP's other support services.

She explained that, while accessing the web portal, users can also access support, chat and phone services which are connected to the same CRM platform.

The connection between the three support platforms allows support staff to view the customer's current progress in solving an issue.

"You don't leave the web portal, enter a call or chat session and start over," Barsamian said. "It is the same CRM, so you can go in and out of the portal and your information will follow you."

HP also plans to extend the support platform into the smartphone space, and will release versions repackaged as native webOS, Android and iOS applications.

Barsamian explained that the support platform overhaul is the first step in a larger campaign to update a number of HP's enterprise platforms and services to offer tighter integration.

"HP has a corporate strategy around the instant-on enterprise which is really the acknowledgment that the world is more connected," she said.

"We made a decision over a year ago to accelerate our investments in automation and web-based technologies."

The Always On Support platform is scheduled to launch in June, followed by the mobile applications later in the summer.