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Hewlett Packard

iPortal: Consolidating and automating multiple research programs into one, easy-to-use platform.

WORK WITH US

CHALLENGE

Manage as many as ten separate customer relationship survey programs for Hewlett-Packard enterprise support services (ess) division.

 

Each program was unique having separate customer databases, different survey questionnaires, methodologies, reporting outputs and business owners.

SOLUTION

We consolidated and automated these multiple research programs in order to deliver:

 

  • Single core questionnaire (with variations by each program)
  • Consolidation of database extracts
  • Consistent sampling approach
  • Consistent metrics and reports
  • Closed Loop escalation process with immediate alerts to managers
  • Consistent, coordinated improvement strategies at global/regional levels
  • Consolidated key account reports across all programs.

The reports were consolidated into a single platform, our Integrated Reporting Portal (iPortal), with nearly 5,000 HP Enterprise users worldwide.

IMPACT

streamlined &
reduced

the cost of managing multiple and separate survey programs

improved
CRM database

reduced
churn

and established an early warning system

achieved
greater

engagement amongst delivery managers