IT service provider Aptronics has recently been accredited as an official Hewlett-Packard (HP) Accredited Service Delivery Partner (ASDP), an opportunity that allows Aptronics to provide hardware support and repairs of HP`s Intel platform hardware products.
Says Shiraaz Singh, technical manager at Aptronics: "We are able to extend our services to a new level with the accreditation of Aptronics as an HP ASDP. As our company values are based on providing high service levels, the accreditation complements this strategy and allows us to offer more and better services to our customers."
To become an accredited HP hardware ASDP, certain criteria need to be successfully met, one being that technical support staff are required to complete the necessary HP hardware service training known as Accredited Systems Engineer (ASE) certification. Aptronics now boasts eight ASEs that service the existing customer base as well as HP clients that do not have an ASDP.
Says Kelvin Swartz, channel service operations manager at HP: "HP has enjoyed a successful relationship with Aptronics. Their commitment to our organisation has provided a platform for furthering opportunities with us and allowed them to expand their service offering. This is a win-win situation for HP as our service levels are also enhanced by this move and our customers have an additional resource when they require assistance.
"Aptronics` black empowerment status was also an advantage as this is something we encourage our resellers to strive towards."
Customers that purchase HP hardware solutions are protected by a warrantee and have the option to extend the warrantee with HP`s `Carepack`. If the customer experiences a problem with their Intel-based HP hardware, Aptronics is now certified to establish the cause of the problem and arrange for the replacement of the faulty component.
Singh explains that in order to provide this service, it was necessary to ensure that the appropriate back-end infrastructure was in place with stringent processes to handle the additional service and support.
"HP has instituted a service level agreement that needs to be adhered to, ensuring that customers` problems are resolved quickly and efficiently," he says.
The ASDP accreditation has also provided Aptronics with a new revenue stream, allowing the company to leverage a return on its in-house skills base.
Singh concludes: "Aptronics is focused on service and our goal is to provide our customers with value-added service that delivers customer satisfaction, allowing us to retain customers, forge relationships and maintain our reputation."
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