Vendor Analysis
published on Jul 15, 2016
Report Overview:
This NelsonHall vendor assessment analyzes Hewlett Packard Enterprise's offerings and capabilities in customer management services.
Who is this Report for:
NelsonHall’s Customer Management Services (CMS) profile on Hewlett Packard Enterprise is a comprehensive assessment of Hewlett Packard Enterprise’s offerings and capabilities designed for:
- Sourcing managers monitoring the capabilities of existing suppliers of CMS and identifying vendor suitability for CMS RFPs
- Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
- Financial analysts and investors specializing in the support services sector.
Scope of this Report:
The report provides a comprehensive and objective analysis of Hewlett Packard Enterprise’s CMS offerings and capabilities, and market and financial strengths, including:
- Identification of the company’s strategy, emphasis, and new developments
- Analysis of the company’s strengths, weaknesses, and outlook
- Revenue estimates
- Analysis of the profile of the company’s customer base including the company’s targeting strategy and examples of current contracts
- Analysis of the company’s offerings and key service components
- Analysis of the company’s delivery organization including the location of delivery locations.
Key Findings & Highlights:
HPE Services acquired its current customer management services capability through the $13.9bn acquisition of EDS in 2008. EDS brought to HP a well-established BPO business in which customer management services was a major component.
HPE Services provides customer support, sales and marketing support services, and contact center services embedded within wider BPS contracts such as F&A, healthcare administration, document management, HRO and ITO.
It offers customer management services in:
- Customer care
- Sales
- Technical support
- Fulfillment and back-office
- Consulting and analytics.