R. Manikandan
Director, Inkjet and Web Solutions,
HP - IPG
What is your strategy for customer support?
HP has always placed customer experience on high priority, and the same is reflected in our customer and partner support. Today, we have a robust network of service centres across 150 cities with over 200 touch points and as we move deeper into upcountry markets, we will also expand our network to match our growth. In addition to this, we have interactive online chat, which helps the customer choose the best printer or multifunction based on their specific needs. We also have email and phone support to address all the queries pre and also post purchase. We also have consumer and business support forums and other self-help options which customers can exercise at their discretion.
How are your solutions different from competition?
We, at HP, are committed to deliver quality products to our customers at various price points and have a very strong focus on research and development. Industry-first innovations like ePrint and advances in printing supplies, digital photography, and imaging technologies have helped us sustain our market leadership year-after-year. Building on PRINT 2.0 strategy - a web-based printing service with an expanded portfolio of printers and imaging products, and a host of alliances and relationships that serve the growing markets - HP is moving beyond printers by simplifying and enhancing the experience of printing - whether in the home or office - thus differentiating from the competition.
Share channel enablement initiatives.
As the leader in the imaging and printing industry, HP shares a deep relationship with its channel partners. Our constant engagement with our partners across the country has helped us develop a strong relationship that works as our support system, even in the most challenging times and helps maintain our leadership in the market.
During the past one year, HP India undertook a slew of initiatives for channel partners such as training programmes, road shows and seminars to focus on their growth and development and to ensure that the partners are in sync with HP's overall growth strategy. To name few, “Pay Back Yatra”, “Demand More” and recently concluded “10 KA DUM” award programme have been hit. It was an endeavour to recognize achievers and reward them for their outstanding performance, along with the longest legacy of association with this programme. We also invest heavily on channel training about our printers and MFDs so that they become our valued representatives.
What is HPs success mantra?
We, at HP, are committed to enable our channel partners with unparalleled opportunities, cutting-edge printing solutions and special channel programmes to drive their business growth and accelerate demand for HP printers in the market. Our conscious effort has always been to ensure that our partners across the country are able to generate more business than they used to earlier.
