Case Study: Hewlett Packard achieves improved customer satisfaction and reduced support calls with Astadia

Hewlett Packard - Customer Case Study

Hewlett Packard (HP) needed to modernize its online customer care experience, which had become stale and was constrained by an outdated content management system and rigid web standards. HP turned to Astadia to improve usability, support a broad global audience, and make the site easier to navigate for self-help and troubleshooting.

Astadia delivered a phased redesign of HP Customer Care, informed by global user testing and usability studies, and added a custom metrics dashboard to track performance and guide ongoing improvements. The results included easier navigation, higher engagement, reduced assisted support calls and emails, and better search traffic, along with measurable CSAT gains: 8% improvement in North America, 15% in LAR, 7% in EMEA, and 10% in APJ, plus corresponding DSAT reductions.

Hewlett Packard