HPE: MSC
Building Hewlett Packard Enterprise’s Brand New Customer Service Portal.
Building Hewlett Packard Enterprise’s Brand New Customer Service Portal.
As one of the biggest IT solutions providers in the world, HPE generates more than $28 billion of annual revenue and manages software and hardware systems for thousands of companies worldwide. HPE’s vision was to build its own customer support portal, which would help retail partners sell and deploy their services, as well as manage customer service requests.
Building an end-to-end software licensing portal was a huge administrative and technical challenge for HPE. This new platform needed to integrate nine different systems and meet the needs of hundreds of clients from all over the world. The project required a combination of back-end technical know-how to build the vast infrastructure, and also best-in-class UX & UI to make it easy for their global audience to traverse the complexities.
This thing is huge.
The process began with a pilot program that had a limited number of HPE customers, where feedback from their retail partners was collected and used to refine the portals' design. The back-end of the portal was designed by the hugely talented team at Stellar with all of HPE's core software licensing functions in one place.
HPE's customers and resellers will be able to purchase products through the portal, manage software licenses and downloads, keep their systems up-to-date, and submit customer service claims — all in one place. The front-end was redesigned to make it easier to navigate, reducing the number of customer service calls and the time spent on resolving issues.
Today, all HPE employees, partners and customers worldwide manage their HPE licenses through portals designed and built by me and my team at Stellar. Over the past decade, the 6 new HPE customer service portals delivered by the Stellar team have created significant operational efficiencies for HPE. They have saved time and cost for the company while allowing customers to manage their software licenses at any time. This has resulted in an unprecedented increase in the level of HPE customer satisfaction scores... 54% to be precise.
