HP wants to provide both enterprise customers and home consumers with exceptional customer service. The company is looking at enhancing its support experience with Microsoft Dynamics 365 Marketing for customer journey orchestration. This offers HP the ability to give service agents a 360-degree view of customers in real time, including their needs and support history, so agents can quickly guide customers to an issue resolution. By providing a more personalized experience, HP keeps the customer experience positive and builds lifetime loyalty, while also reducing support call times and lowering operational costs.
“With customer-led journey orchestration in Dynamics 365 Marketing, our agents can gain a real-time, 360-degree view of each customer and their support experience.”
Brian Johnston, Business Architect, HP Inc.
Building efficient and effective customer support journeys
HP is well known in both the enterprise and consumer markets, and the company works hard to support its high-quality products with stellar customer service. This means ensuring that support is not just easily available, but also efficient, innovative, and personalized for each customer.
“As a technology company supporting technical products, it is incumbent on us to demonstrate technological expertise at every customer touchpoint,” says Brian Johnston, Business Architect at HP. “We want every customer—big or small—to know that we value their business and respect their time.”
HP wants customers to feel their issues are understood and confident they’ll be resolved, whether the customer is a student trying to print a math worksheet with a printer that won’t connect or a hospital with a machine that’s down. So the company sought to ensure that no customer would have to repeat contact details or troubleshooting history to an agent—especially if the customer’s support journey already included multiple channels, like in-product support and web-based knowledge bases. “We want our agents to know all about the customer, their situation, and their products at the start of the interaction,” says Johnston.
To help make every support contact as personal and effective as possible, HP is looking at Microsoft Dynamics 365 Marketing with real-time customer journey orchestration. The company wants to use these capabilities to break down longstanding data silos and make comprehensive customer information consistently available in a single place.
“With customer-led journey orchestration in Dynamics 365 Marketing, our agents can gain a real-time, 360-degree view of each customer and their support experience. They can see which steps the customer has previously taken, which communication channels they’ve already tried, and any diagnostic telemetry coming from their device,” explains Johnston.
HP is excited about customer journey orchestration because of features like interoperation with HP’s customer data platform, AI-driven recommendations, sophisticated template management, an event database that can trigger actions, and the ability to do comparative testing of different customer journey pathways.
The end result will be an enhanced and highly personalized customer experience that improves HP’s quality of service, builds customer lifetime loyalty, and saves the company money by shortening the time spent solving problems. “With customer journey orchestration, our agents can spend less time gathering information and more time resolving customer issues,” says Johnston. “We’ll be making the most of our customers’ time and treating them with empathy and understanding. It makes HP feel real to the customer, and it makes the customer feel real to HP.”
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“We want every customer—big or small—to know that we value their business and respect their time.”
Brian Johnston, Business Architect, HP Inc.
Beginning September 1, 2023, Dynamics 365 Marketing and Dynamics 365 Customer Insights will merge into a single offering under Dynamics 365 Customer Insights. Learn more about the evolution of Dynamics 365 Customer Insights.
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