Challenges
The business challenges that led the profiled company to evaluate and ultimately select HPE Proactive Care:
- Overcame the following key IT challenges after switching to HPE Proactive Care support:
- The inability to quickly resolve problems when they occur
Use Case
The key features and functionalities of HPE Proactive Care that the surveyed company uses:
- Confirmed that the following aspects of their IT infrastructure are covered by HPE Proactive Care support:
- Composable / Converged Systems: covered (Connected to Insight Remote Support, InfoSight, OneView)
- Servers: covered (Connected to Insight Remote Support, InfoSight, OneView)
- Storage: covered (Connected to Insight Remote Support, InfoSight, OneView)
- Level of value of the following HPE Proactive Care support features:
- Automated issue logging (case submission) for connected devices: very valuable
- Access to current Firmware and Software recommendations from the FW/SW version report: very valuable
- Health recommendations from the Proactive Scan report: very valuable
- Discussions with Technical Account Managers: very valuable
- Level of importance of the following drivers that led them to purchase HPE Proactive Care support services:
- Superior call experience: very important
- Superior onsite support experience: very important
- Access to firmware and best practice recommendations: very important
- Low hardware failures: very important
Results
The surveyed company achieved the following results with HPE Proactive Care:
- Values the following in their experience with HPE Proactive Care support:
- The ability to call support to quickly resolve problems
- The fast connection to a technical expert via online chat
- Regular conversations with experts who provide insights on technologies
- The ability to directly ask questions on product usage and configuration
- ASM
- Level of reduction in the following metrics by using Proactive Care support:
- Reduction in hardware failure: greater than 50%
- Reduction in operational costs: greater than 50%
- Reduction in downtime and outages: greater than 50%
- Reduction in time to comply with regulatory requirements: greater than 50%
- Reduction in time to do mundane operational tasks: greater than 50%
- Reduction in time to resolve IT issues: greater than 50%
- Level of agreement with the following statements about HPE Proactive Care support:
- HPE Proactive Care support services help them resolve problems quickly: strongly agree
- HPE Proactive Care support services help prevent issues before they occur: strongly agree
