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  • Process Flow

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    Sandeep Vemuri
    17 views1 page
    The standard HP support process flow chart shows the steps taken to diagnose and resolve a customer issue, which involves the HP service provider diagnosing the problem, determining if the issue can be fixed locally, and either resolving it remotely, replacing parts, or escalating it up the chain if needed. Replacement parts are ordered if needed and labor claims are submitted and reimbursed through the GCSN case process.

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    The standard HP support process flow chart shows the steps taken to diagnose and resolve a customer issue, which involves the HP service provider diagnosing the problem, determining if the issue can be fixed locally, and either resolving it remotely, replacing parts, or escalating it up the chain if needed. Replacement parts are ordered if needed and labor claims are submitted and reimbursed through the GCSN case process.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    17 views1 page

    Process Flow

    Uploaded by

    Sandeep Vemuri
    The standard HP support process flow chart shows the steps taken to diagnose and resolve a customer issue, which involves the HP service provider diagnosing the problem, determining if the issue can be fixed locally, and either resolving it remotely, replacing parts, or escalating it up the chain if needed. Replacement parts are ordered if needed and labor claims are submitted and reimbursed through the GCSN case process.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pptx, pdf, or txt
    of 1

    Standard HP

    Support process
    Process Flow Local Whole Unit
    Exchange
    HP Service Refer to Training Elevate to 1.5 / 2
    Customer
    Provider Material LS

    Web No
    Diagnose pro blem

    Able to Fix ?
    Contact Center
    No Problem
    No Escalate to RSPM
    identified?
    Partner Able to
    Logs CDAX Case Repair

    CSM Confirms High


    Yes
    Value Printer
    Yes Escalate to ATS

    Diagnose pro blem


    Log GCSN Case Yes
    No
    EMEA Standard
    Request Local Process
    Order Part Yes Exchang e
    Refer Customer to
    HW Problem? Yes
    serv ice provider
    No
    Partner Logs Labor For compliance
    Replace part Yes ETA Available No
    Claim Only purpose only

    Remote resolve
    Escalate to RSPM /
    Close and Submit CSM Same pri nter
    GCSN Case Partner Purchase
    Model Available Yes
    Close CDAX printer locally
    locally?
    Case
    No
    GCSN Partner provide
    High Value
    Reimbursement invoice copy to
    Printer
    for Parts & Labor RSPM

    EMEA Standard RSPM request PO


    Escalate to CRT Yes
    Process
    No
    PO Includes
    Channel Ops
    Material and
    create manual PO
    Labor cost

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