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Hewlett Packard Enterprise - Customer Management Services

Vendor Analysis

by Ivan Kotzev

published on Jul 15, 2016

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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. 

Table of contents:

Table of contents:

  • Background
  • Revenue Summary
  • Key Offerings
  • Technology
  • Delivery Capability and Partnerships
  • U.S. and Canada
  • LATAM
  • APAC
  • EMEA
  • Target Markets
  • Strategy
  • Strengths and Challenges
  • Strengths
  • Challenges
  • Outlook

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