Hewlett Packard Enterprise Software

Seamless End-to-End Customer Experience

Caroline Tsay Former Vice President Web & E-Commerce, HP Software

 

"We built a new brand and identity as well as an ecommerce channel and platform [saas.hpe.com] for multiple reasons: 

• The first reason was to differentiate HP software, because HP is just not known for software;
• More importantly, we were trying to go after a brand-new audience of folks that we haven’t marketed or sold to in the past; these are more of the mid-lever practitioners and management who are trying software online or purchasing software online as well as influencing decision in their organizations;
• And then lastly, we‘ve been trying to improve efficiencies around sales and operations by making it easy to transact online, it’s a lot faster and simpler to do that.

We've been working with Avangate for just over a year now and we’ve been enabling a number of different capabilities through Avangate to deliver an end-to-end customer experience that’s very seamless for customers and makes it easy for them to try, buy and use our software. A couple of the capabilities include being able to pay through multiple currencies worldwide; we’ve got 18 currencies enabled. We also have a PO and invoicing process that makes it so much simpler to figure out when we want to invoice on different types of terms.

Another example of a capability is all of the order management, invoicing, account management capabilities, being able to upgrade from a trial to a purchase in the same instance through creating an account on saas.hpe.com and our integrations with Avangate. So it’s not just about payments; Avangate has enabled us in so many different ways. It's important in the New Services Economy that we're not looking just at the product only but the experience all around that. Our sales teams are now engaged in the process and - knowing that these capabilities exist online - it's a lot easier for them to transact with customers but to also spend the time to go focus on other things as well.

To really bring innovation at HP and build a new brand and an identity and platform, we've had to make a number of different shifts in people processes and technologies. One key point that I want to mention here is that we've had to leverage not only what exists internally to the extent that we can, but externally in working with partners like Avangate so that we can go to market a lot quicker and with the flexibility that we need.

What's been so important in working with Avangate is the partnership, the support they provide, I can call them up at any point in time and we're working together on the requirements, any problems or needs that we have. That's really key for enabling the customer experience we expect and being able to service them and get them set up right away. That is what has been fantastic as far as our partnership is concerned, " Caroline Tsay, former Vice President, Web & E-Commerce, HP Software.

For more details about HP Software’s new platform, visit saas.hpe.com.

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