Case Study
Hewlett Packard
Hewlett Packard first started working with Troy Solutions in 2001 when Troy provided in- house sales training. This was soon followed in the same year by an assignment to measure their customer satisfaction. Originally the purpose of the assignment was to ascertain, on a quarterly basis what the top ten accounts, in eight European countries and South Africa, thought about HP, the products and the individual performance by the Corporate Account Representative. However, over the past 6 years the project has developed and now covers twenty three countries, including South Africa and Dubai.
The Client
Hewlett Packard is a technology company that operates in more than 170 countries around the world. They explore how technology and services can help people and companies address their problems and challenges, and realise their possibilities, aspirations and dreams. HP provides infrastructure and business offerings that span from handheld devices to some of the world's most powerful supercomputer installations. HP offer consumers a wide range of products and services from digital photography to digital entertainment and from computing to home printing.
The Problem
Hewlett Packard was faced with increasing demands and requirements on its customer service levels across Europe. In order to maintain its reputation as the market leader HP needed to monitor customer satisfaction levels to help encourage growth, retention of existing customers and win backs.
The Solution
The main focus of the Troy Customer Satisfaction Programme changed in 2007, to help obtain win-backs and increase Hewlett Packard's market share.
The tool was no longer required by HP to measure the Corporate Account Representatives (CARs) performance for bonus payments but was developed to focus on individual account information to enable each CAR to find out more information about existing and potential customers.
The new style questionnaire was developed based on the feedback provided by the CARs about what information they required to gain, allowing them the opportunity to find out information about, competitors, installed base, size and structure of company, names of contacts and much more - a valuable tool for assisting with win backs, new customers and ensuring existing clients remain satisfied.
The aim of the new style assignment is to assist the Corporate Account Representatives to increase business in 2007 through win backs and new accounts.
To achieve this aim Troy developed:
- A multi choice questionnaire translated into eighteen different languages.
- A network of linguists to carry out the questionnaires.
Each month the Country's CARs:
- Send chosen company details to Troy.
- Send their choice of questions (up to twenty five) from the multi choice questionnaire.
Troy then contact the companies chosen by the CARs and ask the requested questions.
A detailed report is then sent to the CARs in their native language with all of the information captured.
The Benefits
Troy's research enables Hewlett Packard's Corporate Account Representatives to focus on the issues uncovered and the information gathered in order to assist with “Win Backs and new accounts. It also gains an insight into existing customer's satisfaction with products and level of service.
For the Future
As a result of it's satisfaction with programmes Troy have operated, Hewlett Packard has been exploring the opportunity of Troy carrying out Lead Generation across Europe.