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We were able to quickly implement the rest of the translations in a matter of two weeks. The result—a new online interface is now fully functional in five languages (Portuguese, English, French, German, and Spanish) with all information presented in the language desired, and the ability to submit tickets in the language of your choice. To add to that responses to web tickets are in the language of submission. Global customers also are presented with options to call the Customer Care call center in the language of their choice.

With fragmented data, the limited information gathering and reporting affected both the quantity and quality of the EPRs submitted. In the past, only the telephone information was qualified enough to be able to submit feedback to engineers. Now, with enhanced functionality for email and ticket submissions we have been able to increase the sample size by a factor of two by extracting email information as well. Only now have we been able to delve into reliable root-cause analysis, as a result of combining all touch points (self-help, email, call, warranty service) into one central data store.

S. Customer Care site Content Type Documents Translations Images Alerts Product Pictures Manuals Update Frequency for Content (old platform) 24 hrs. to 1 week 24 hrs. to 1 week 24 hrs. to 1 week 24 hrs. to 1 week 24 hrs. to 1 week 24 hrs. to 1 week Update Frequency for Content (new platform) Every hour Every 15 minutes Every 48 hours Every 12 hours Every 8 hours Every 24 hours With the new system in place, fully functional and operational, HP continued with its focus on customers by validating the project with more consumer research.

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