describe the activity of IPG?
and Printing Group) is a division of HP offering printing solutions
for the general public and commercial clients, over a large range
of printers and printer technologies (laser, ink jet, « edgeline
(Global Parts Supply Chain) allows for the repair of commercial
printers, to the full extent necessary, by making available spare
parts for on-site intervention or by arranging the pick up and return
of printers for repair at the repair line.
spare parts and printers are thus sent each month, HP having direct
representation in 43 countries in the zone “Europe - Middle
East – Africa”, and indirect representation via partners
in over 100 countries in total.
complex logistics operation including providers and clients, the
end to end control and our client’s feedback regarding follow-up
is the key to their satisfaction.
you give a brief history of the HP/NSE relationship?
HP have been partners since 1993. A partnership at first limited
to « off site » repairs has subsequently evolved into
customer services, telephone support (RAC) as well as provision
support (Tactical Buying, management of orders placed with suppliers).
repair for IPG 5000 printers per month, in direct contact with the
client, via phone support, offer storage facilities and co-ordinate
our suppliers across the world for approaching 6000 order lines.
do you see yourselves evolving with the needs of your clients, users
of HP printing products?
demand printing quality before their material ownership of the equipment.
HP are developing a new direction of sales dedicated towards printing
services (MPS, Managed Print Services), including the delivery of
consumables, maintenance, both preventative and reactive of the
initially installed unit. The transfer of information via our network
allows us to be pro-active in this regard.
HP must rationalize its support model, without losing the emphasis
on quality, consequently customer satisfaction, above all market
does NSE fit in to your model of ‘Services Delivery‘?
its technical competences for printer repairs in the form < pick
up and return >, with their capacity to monitor and manage <
end to end >, to our customers via the case management call centre,
a major asset for NSE, who has the visibility over all the spheres
of influence upon our customer satisfaction.
this year of our new end to end monitoring service has given us
a greater understanding of the stages of service delivery workflow
do you expect from NSE Services?
from NSE teams operational excellence in the following areas:
Understanding and communication with other HP partners, from the
end to end chain of IPG (logistics, call centers)
competence and an engineering autonomy, continuing to develop
To be alongside
HP in their evolution of services (notably the launch of exchanges
on certain models)
NSE to be our main ‘observatory ‘of customer satisfaction
of our partners in understanding and improving contact with customers
will be a great advantage for our two companies and will allow us
to reach a level of excellence in our ‘ final customer relation’,
for which HP wants significant improvements in the satisfaction
indexes from 2009.
Thanks you for your support