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Revenue GenerationIPG - Out of Warranty OptionsHP TrainingMarch 2009 : 

Revenue GenerationIPG - Out of Warranty OptionsHP TrainingMarch 2009

Objectives : 

2 24 August 2010 Objectives At the end of this training, you will be able to: Define the end-to-end support procedure for a customer whose product is out-of-warranty Understand when to offer the per-incident, 1-year phone support and Next Day Exchange options Describe the features of per-incident, 1-year phone support and Next Day Exchange options. Utilize the RevGen site for information on the OOW plans for a product.

Slide 3: 

August 24, 2010 3 When the customer’s product is OOW, find the best method to provide support to that customer. Inform the customer that their product is no longer under warranty. Try and resolve the customer’s issue During the chat/email interaction, try to understand the customer’s need so you can determine which option would best meet their needs. OOW Procedure (Crawl…walk…run)

Slide 4: 

August 24, 2010 4 Make the offer. If the customer rejects the offer, thank the customer and end the interaction. If the customer accepts the offer, get the customers phone number and let the customer know that you will have an advisor call them back immediately Record the HP Opportunity in ICWC, and forward the details to the call back team. OOW Procedure contd.. (Crawl…walk…run)

Per Incident & 1- year Phone Support : 

Per Incident & 1- year Phone Support When to offer: There could be instances where, in spite of your best efforts the customer is having difficulty following instructions through email or chat. In such cases, you can offer: Per-incident phone support – if customer will not contact HP regularly for support. 1-year phone support (if available) – if customer needs a lot of technical support and plans to contact HP regularly Note: If customer rejects the offer, continue with conventional troubleshooting (email/chat).

Feature Comparison : 

Feature Comparison *ALWAYS remember to verify pricing and availability in Newton

1-year Next Day Exchange : 

1-year Next Day Exchange When to offer: If the customer’s product is Out-of-Warranty and you have resolved the issue in hand, you can offer the 1-year Next Day Exchange. Features: One year “Best Effort” Phone support( technical troubleshooting and diagnostics) If issue is not resolved over the phone, the defective unit will be replaced by a new or equivalent to new unit by next business day if order is taken before 2:30 pm CST Free roundtrip shipping Maximum uptime and productivity

Slide 8: 

8 24 August 2010 For details on these support options, at the RevGen Website, select a product you support from the area circled in green. Scroll down to the Services Section and review the OOW plans. OOW Options – RevGen Website Since Per-Incident and one year phone support are voice support options, you will not see them listed in the Chat E-support RevGen page.

Try It #1 : 

Try It #1 Login to ICWC, confirm a customer and product. Create a service ticket and record an HP opportunity for Per Incident support What should you do after recording the HP Opportunity? (Hint: Call back process) What details should you give the Call back agent?