To provide even more comprehensive hardware, software, consulting and integration services to customers throughout Africa, HP is stepping up activities with its extensive authorised business partner channel and delivering enhanced services solutions.
The move comes partly in response to increased demand from companies across Africa for services that keep IT systems up, running and performing optimally. It is also part of HP`s strategy to bolster its business operations on the continent following the successful completion of its merger with Compaq earlier this year.
Paul Hawkins, the services channel and warranty manager for South East Africa at HP, says the company`s intention is to establish an infrastructure that enables HP and its partners to service customers no matter where they are in Africa.
"At present we are focusing on the territories where the demand for services is strong - in particular, this includes Angola, Mozambique, East and West Africa. There is also potential growth in Botswana, Namibia, Mauritius and Ethiopia," he explains.
"The primary demand is coming from a few key vertical market sectors - financial services, telecommunications providers, oil and gas companies, and governments. In order to service customers in these countries effectively, we have to work closely with our channel partners to ensure they are correctly certified. In some regions this will mean rationalising the channel and in other cases expanding it."
The core services offerings that HP is taking to market include:
* Hardware support - on all levels of HP hardware, particularly servers, workstations, and printing and imaging solutions for small to medium businesses. These services will be provided by the local partner in countries where HP does not have direct representation.
* Software support - this covers proactive and reactive support solutions within all operating system environments.
* HP OpenView services - conducted jointly by HP and its partners, these services are designed for enterprises running any of the myriad modules that form part of the OpenView management software suite.
* Consulting and integration.
* Response centre - a direct phone line and Web-enabled service is operated from SA for customers in the English-speaking African region.
Hawkins believes the provision of services is the key to all large scale computing solution sales; the ability to offer on-site service, ongoing support, installation, integration and upgrades, and a customer-focused response centre are serious competitive differentiators for IT vendors.
"There are different levels of service that can be provided - all the way from warranty support on consumer technologies to high availability services for mission-critical enterprise infrastructures," he explains.
"In general, we`ve seen customers demanding higher levels of services - they realise that the information contained on their systems is absolutely crucial to their business. As a continent-wide operation, we have to provide that physical service and the business peace of mind that results. This expansion strategy is just the first step in what will be a concerted drive to give customers exactly what they need."
For more information on HP`s solutions and activities in Africa, surf to www.hp.com/africa.
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