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Hewlett-Packard is the world's largest consumer information technology company, the world's largest supplier of IT to small and medium-size businesses and a leading enterprise IT company—producing an average of 11 patents a day worldwide. HP technology ranges from consumer handheld devices to some of the world's largest and most powerful supercomputer installations. HP has more than 145,000 employees in more than 170 countries. Headquarters are in Palo Alto, Calif. Revenues were $73.1 billion for the fiscal year ending in October 2003. For more information, visit www.hp.com.
As a renowned inventor, HP knows great technology when it sees it. After evaluating the Sprint wireless solution, HP found Sprint to be technically sound—offering the speed, flexibility and extensive reach needed to support thousands of HP field engineers. With wireless WAN, customer satisfaction is up and support costs are down—proving the value of this Sprint business solution.
HP products are known for the highest quality—and to stand behind those products, HP has a massive field organization that provides on-site customer support. Customers call on HP engineers to travel to their locations to consult on technology, help with installations, upgrade hardware and software, and perform other technical services.
In the past, field engineers used cell phones, pagers and dial-up data connections to communicate with the home office to order parts, request software or collaborate on a service issue. Solving a single problem could take days since engineers would often need to travel back to the office to get a software patch or have that patch stored on CD and sent via overnight delivery.
To improve customer satisfaction, help engineers be more effective and also reduce support costs, HP looked into a wireless WAN—online data services that engineers could take with them from place to place. HP selected Sprint because the wireless carrier offered more consistent service in more places, with top-notch reliability.
Plug it in and off you go. That's how easy it is for HP engineers to connect to the corporate intranet using Sprint PCS Connection Cards™ in a notebook PC. The Sprint wireless solution integrates a VPN to create secure data tunnels to the corporate intranet, protecting design documents, software and other private data.
Engineers can access the intranet from virtually anywhere because Sprint operates the largest, all-digital nationwide wireless network built from the ground up. Doing business online saves time and boosts productivity.
One HP engineer, for example,was able to update a customer's storage area network within minutes by downloading new firmware, located behind the HP firewall, without returning to his office.The Sprint WAN made it possible for him to access HP's corporate intranet from the customer site and download what he needed to get the job done.
HP customers like the faster service. In fact, one customer told HP it would like to see other vendors use a wireless WAN to speed up processes. What used to take a phone call to the service center for product information and then a second call to the logistics help desk to locate a part can now be done quickly online. No phone calls required.
Explains another engineer: "When I was offered wireless WAN, I didn't think I had a need for it. Now I ask,'How did I ever live and do my job without it?' With the wireless WAN, as soon as I receive a call for support, I use my notebook computer to research the problem, review case notes and request parts."
With the wireless WAN, the engineer also avoids working overtime."Now, I can keep up with all of my e-mail during the day, and it doesn't have to wait until after dinner," he said."I'm not going home and spending two hours on the computer just trying to close out my day."
Like HP, Sprint backs its solutions with solid support, providing personalized service that helps HP maximize the benefits of using a wireless WAN. Sprint also provides HP more than 40 million minutes a month of audio conferencing; broadband ATM service; international private lines; and wireless voice services.
Serving HP customers from the field is now easier and more cost-effective. According to HP, the Sprint solution will enable:
Before the wireless WAN, one HP engineer explained he would have to scribble down notes while talking on his cell phone to the HP service center. Now, he can get those notes and log files in an e-mail and even input data directly into applications.
He recalls: "I was driving when I got a call that I needed to update an HP Web site immediately. I pulled the car over and fired up the laptop, which was in hibernation mode. I tunneled into the Web server, identified the issue, and was able to publish the update to the server and bring the production application back in less than 10 minutes. This whole event was totally Star Trek cool."
It's so cool that HP engineers can even keep working when the power's not. During the rampage of 2004 hurricanes in Florida, the power went out for days - yet HP personnel stayed connected using Sprint via a laptop computer and car power adaptor.
When you choose Sprint, you're in good company. In fact, more than 95 percent of the Fortune 500 use Sprint for data, Internet, voice or wireless solutions as do more than 26 million customers of all sizes in 100 countries around the globe. The reasons are clear and compelling:
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